$800 trade in credit not being honored
Enthusiast - Level 1

I am in the process of upgrading one the lines on my plan that I’ve had for 10+ years. Initially the website says that my Samsung Galaxy S20 FE 5G is worth an $800 trade in. Then at the end of the transaction, it says my trade in is only valued at $220. I don’t understand why the promotion isn’t being honored. I chatted in with customer service. They said this line of service is not eligible for an upgrade (absolutely untrue) and that the Samsung phone is not eligible for a trade in at all. It all feels deceptive. Any suggestions?