TRADE IN PROMOTION ISSUE

[Ashley870]

My father and I have been  loyal Verizon customers for 13 years.  We have never used a promotion  Verizon offered until recently .  We decided to do use the  Promotion Verizon was offering that was the following: Get a iPhone 16s on Verizon with trade ins of any phone any condition . We decided to trade in our iPhone 13s.  I called January 27th and the representative  said she was in the loyalty department and that I was able to receive the promotion of getting two iPhone 16s on Verizon for my two iPhones 13s as trade ins. She also said she would lower my bill to $55/ line each month bringing my monthly bill to $106/month with the unlimited welcome plan . She also said for being a loyal customer she would wave the activation fees and give me free shipping on the two iPhones. We agreed on this promotion and I signed an agreement she sent me via text message! I also have a PDF bill I was sent explaining and breaking down the plan she made for me of the trade in credits and the price I will be paying on my next bill which was only $86/month then $106/month after that. I have proof listed below of the promotion and the receipt I was given on January 27th.  We waited for several days  for the phones to be sent with tracking and I never saw an update. I called on February 2nd  to get tracking and they couldn't even  provide me with any updates on when Verizon  even packed the phones to be sent out. So the representative said he had to cancel the order and re order the same order. I made sure asking him that the same promotion would be applied that I had before on the canceled order, He ASSURED ME that the SAME PROMOTION would BE APPLIED to the NEW ORDER HE MADE because of the PROBLEM on THIER END of NOT SENDING THE PHONES.  After he redid the order I waited for another week and there STILL WAS NO UPDATE of the trade in phones being sent to me. I called AGAIN and they said they would look into it and call me back with a tracking number the next day. I waited and the representative NEVER called back the next day so I called AGAIN. I was sent to another representative who I had to EXPLAIN OVER AGAIN my situation and they said they would fix it and have my phones shipped the same day after they got a approval on from a supervisor because they had to "approve a waived activation fee" for the phones to even be sent?! LIKE REALLY? So far so many problems on Verizon's end that the customer is punished for.  SO after SEVERAL CALLS TO SEVERAL REPRESENTATIVES , we FINALLY GOT A APPROVAL and phones shipped the same day with tracking. I FINALLY received the phones on February 8th. Verizon received our iPhone 13 trade ins in the time allowed and said that they were assessed. I checked to see if the bill was corrected and the bill was still the same without the promised trade in credits!  Verizon stated that the trade ins only gave a final credit of $112 for one apple iPhone 13 Pro I sent and only $82.50 for the other iPhone 13 I sent. Stating "the devices did not meet all the requirements of the original trade in estimate. This change will appear on your next bill."   Hey Verizon!  THATS ROBBERY.   I called Verizon and the representative told me that it was wrong on VERIZON END and he had to find a "PROMOTION ID" to apply to it because Verizon  didn't apply it like they were supposed to. So I waited for OVER A HOUR for him to "FIND A PROMOTION ID" and  he finally "found" it. Then after he found it he said it would be fixed and my bill would be adjusted. NOPE. He then said he would need approval to approve it? And take off a "HARD STOP" or something crazy! WHAT THE HECK IS GOING ON VERIZON? I was on the phone for 3 HOURS JUST FOR THE REPRESENTATIVE TO TELL ME THERE WAS STILL NO APPROVAL AND HE HAS TO CALL ME BACK MONDAY! I WILL NOT PAY FOR THESE IPHONES BECAUSE I WAS PROMISED THAT IF I SEND MY TRADE INS IN TIME WHICH I DID AND THAT WERE PERFECTLY FINE PHONES I WOULD HAVE A NEW ADJUSTED REVISED BILL. MY BILL IS STILL OVER $157/MONTH! IT SHOULD BE ADJUSTED TO $100/MONTH AS PROMISED IMMEDIATELY. THIS NEEDS TO BE FIXED OR WILL BE ESCALATED FURTHER,.