Same thing happened to me with an upgrade. was told if I enrolled the two current lines on a new two year contract (previous contract was up and fulfilled) that we would qualify for a BOGO offer. Now the devices are almost paid off and we have never seen a credit (not that it would have mattered because we were locked into a new two year agreement as soon as we ordered the phones). Now Verizon is basically calling me a liar because there is no record of the conversation on my account. So once my devices are paid on full I will be looking for a new carrier.