Never Got Device Promo Credit

[aquigley233]

In April my husband retired and ported his AT&T work cell phone number to our personal Verizon account, adding a line. At the time we were told he would qualify for the promo of "add a line and get an iPhone 16 on us". We paid all of the additional line fees and ordered the phone. On April 3, we were told by the sales department who ported the number that a promo correction ticket had been submitted and we would see the credit in 1-2 billing cycles. I just got my June bill and it still wasn't on there. I reached out for help and was told they didn't see any tickets and couldn't find the promo I was talking about, even though its the same promo still being offered. What recourse do I have to try and get this corrected? In the past the team members that assist with these forum posts have been very helpful and I hope someone here can assist again. Thank you. 

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the promotional issue has been resolved. If others encounter problems with getting the full promotional value, some common issues can include these items. Not meeting the promotional requirements of the offer. An error with the promotion system. Or the redemption process hasn’t been completed.

For anyone who has a device promotional issue, we recommend reviewing our Device Deals & Promotional FAQ: https://www.verizon.com/support/device-deals-faqs/

If you need assistance with a similar issue, please contact us for help. 

-John