This has happened to me as well. It's the most frustrating experience. I was promised $500 and got $30 because Verizon claims to have received a damaged phone. There was absolutely no damage when I sent the phone to Verizon.

I've been tossed back and forth between Verizon and UPS and both parties are pretending like this never happened or the claim never existed, Verizon has been so difficult transferring me and putting me on hold saying "we're talking to UPS" but then transferring me to a voicemail at the very end. Each call is 2 hours and I've called around 5-6 times over the last 2 months, and I still only get $30 for this trade-in.

I had ported my number to Verizon because of the promotion, now I don't get any benefits that the promotion promised and it wasn't my fault, I'm stuck with this service for 2 years and I'd much rather have my old phone than go through this.