When you call, any offer of credit is generally limited TO THAT CALL. If you elect not to accept it, the next person is NOT obligated to offer it. Having spent time working in a residential phone company's sales/customer service department,  I can tell you credits are generally judgment calls. Most reps simply don't have the authority to give a $200 credit...so they say they will put in a request for credit or something similar. Not a promise of credit, a request. Not a guarantee. Not right, but it's a good thing reps can't just hand out unlimited credits all day long, because our bills would be astronomical.  You said Verizon has no proof of damage...but on the other hand, you have no proof of guaranteed credit by any of the reps.  If you take them to small claims, Verizon might settle just to avoid the hassle, but they might not. No guarantees, see?