promo credit not applied after trade in

I traded in my iphone xs for promo credit. I received an email a day later saying "Your device promotional credit* has been removed from your account because a different trade device was received. Promotional credits that have already been applied to your account will be reversed within the next 1-2 billing cycles." I check the status of my trade in, it says "On Oct 31 we were able to confirm the condition of your device as well as its estimated value of $830.00." I live chat with multiples agents, they have not clue about the situation. Can someone help me?

Accepted answers

Verizon_Support

What an unwelcome surprise. We want to work with you to make sure your promotion is applied correction. We can do the research and if Verizon has made an error, as you described, we will promptly correct. Please reply to the Private Note so we can get started.

-Deb

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Verizon_Support

-Deb

paigemarlow

Same thing happened to me and my husband. Said we were getting buy one get one free, a year and a half later we are still paying for two phones!!!!

Verizon_Support

Hello, paigemarlow. Help is here. Ensuring that your billing is correct is always our goal. We do request that our customers review their billing every month as to not let this much time go by with issues. Please tell us more. Was this a new account? A trade-in? Please share details.

-Natasha

pbradford1

Deb can you help me? I’m experiencing the reverse credit