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BYOD250 Lies from Verizon

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I am absolutely disgusted with Verizon. I am a loyal customer of 15+ years and the service we've received regarding this promotion is absurd. My wife ported her number from Sprint to Verizon back in October during the bring your own device and receive a $250 mastercard. Numerous Store associates and the porting associates GUARANTEED us we'd receive the mastercard if she brought her iPhone over, which she did, and kept her number. I need a response from Verizon regarding this. When your store associates guarantee something, it's something you need to honor as a company. The tracking number is 899305997. It was deemed invalid twice. This needs resolved. All the posts on this community show how awful Verizon is regarding this. I'd have never had my wife leave Sprint if this was going to be the result.