I'm not really sure where to turn at this point...
I preordered the 128GB iPhone 13 Pro (two of them, actually) on day one of pre-orders. My wife and I traded in our iPhone XR's in the process. Being a bit of a skeptic, I actually screen-recorded the entire process (purchased through the Apple Store iOS app) and as such have clear proof of selecting the proper deal that offered $800 in worth of bill credits (spread out over 30 months). There was another option to finance through an Apple Card (which I don't have) and you'd receive $230 in credit. The deal specifically indicated that it may take 1-2 billing cycles to issue credit, so I haven't thought much of it since. Flash forward to today. I decided to check with Verizon and they said they have no record of my upgrade let alone even offering a promotion (uhhhh). They said there is nothing that can be done and I have to go through Apple. I remembered receiving an email a couple of weeks ago from Apple saying my trade in received, so I went back and double-checked the email and it said I received $230 in credit. I called Apple support today and explained the situation and offered to share the video (again, proving I selected the $800 credit via the Verizon Device Payment Program) but was told there isn't a way for me to send it to them, so the proof I have is basically useless and they're going to make a judgement call based off of whether or not they believe me. Or rather, whether or not they want to. I was told they would submit a request for a trade-in review and I'd hear back in 48 hours. I can't help but feel a little helpless in what I feel like should be a very straight-forward process to prove and correct. And we aren't talking about some small sum either. I did indeed receive $230 worth of device credit per my Verizon account, but that puts me $570 short, times two. $1140 is a big chunk of change that shouldn't be coming out of my pocket.
Anyone else experience anything similar?
I preordered the 128GB iPhone 13 Pro (two of them, actually) on day one of pre-orders. My wife and I traded in our iPhone XR's in the process. Being a bit of a skeptic, I actually screen-recorded the entire process (purchased through the Apple Store iOS app) and as such have clear proof of selecting the proper deal that offered $800 in worth of bill credits (spread out over 30 months). There was another option to finance through an Apple Card (which I don't have) and you'd receive $230 in credit. The deal specifically indicated that it may take 1-2 billing cycles to issue credit, so I haven't thought much of it since. Flash forward to today. I decided to check with Verizon and they said they have no record of my upgrade let alone even offering a promotion (uhhhh). They said there is nothing that can be done and I have to go through Apple. I remembered receiving an email a couple of weeks ago from Apple saying my trade in received, so I went back and double-checked the email and it said I received $230 in credit. I called Apple support today and explained the situation and offered to share the video (again, proving I selected the $800 credit via the Verizon Device Payment Program) but was told there isn't a way for me to send it to them, so the proof I have is basically useless and they're going to make a judgement call based off of whether or not they believe me. Or rather, whether or not they want to. I was told they would submit a request for a trade-in review and I'd hear back in 48 hours. I can't help but feel a little helpless in what I feel like should be a very straight-forward process to prove and correct. And we aren't talking about some small sum either. I did indeed receive $230 worth of device credit per my Verizon account, but that puts me $570 short, times two. $1140 is a big chunk of change that shouldn't be coming out of my pocket.
Anyone else experience anything similar?
