You are absolutely correct.  My intuition told me to save the transcript because I've had so many issues trying to get promotional payouts.  I don't buy warranties because the coverage is garbage and the premiums and deductibles are outrageous.  I buy spare phones instead then put them in a drawer until the day comes that I should ever need them.  When you don't activate the phone right away then you are always fighting with them for months to get the promotion honored.  Activation is NEVER a stipulation, so why this is always an issue getting them to honor it is beyond me.  This particular circumstance is different, but as always -- they actively seek any means necessary to deny payout so BEWARE.  NEVER trust promotions from Verizon and NEVER trust what a sales rep promises you -- even if you have a record of that promise.