Who I have the same questioned this topic

A few months back I had my Iphone 6 replaced through the insurance, after which time they sent me a (refurbished) iphone. I see that the iPhone 7 is now available and that I am eligible for $0 as my phone is more than 50% paid off. When I attempted to do so through the website, and I selected my devices serial number from the list, it said that because this was not the original serial number I activated with, I would have to pay off the phone in full to get the upgrade. This doesn't make sense as it was a replacement that was done by Verizon's affiliated insurance and the original phone is no longer in my possession. How do I get this error fixed so I can upgrade properly?