Your suggestion was spot on. On line chat got me my $20 refund within a minute. Whereas the live conversation with a rep and her supervisor informed me: "When you bought your phone (S7E) online to replace your Note 7 you signed an agreement to pay $20.00 upgrade fee for the phone. You currently possess and use this phone. This is standard Verizon policy and there will be no refund".
I was stunned. The entire context of Note 7 recall was set aside.
This is stonewalling at its best.
Way to go Verizon Wireless hire more of these specialists in your call centers.