mobile time to switch no $500

I have been trying to get a $500 device payoff re-imbursement for months. I switched from Verizon to Xfinity in October 2025 after I was told I would receive a $500 device payoff promotion. Every time I call and talk to a representative they tell me to go into a store. I went into the store they told me to work with customer care because they cannot see my account. I call customer care and end up escalating to a manager because of this endless loop. The last time I called was about 2 months ago. I was told I would be getting this device re-imbursement card in 7-10 days. It has been over that at this point and nothing. The manager I spoke with assured me it would go through and I wouldn't have any issues. 

I haven't received any $500 at this point. How can I get this completed? According to my records I should have received this back in November/December of last year when I moved everything over. It has been months and every time I call I am told I will get it via email and nothing happens which I have to call and go through this over and over again. I did receive a $200 card I was told I would - the agent I originally spoke with back in October offered me an additional $200 and also said if I submit this device payoff promotion I would get $500 towards that payoff. I paid Verizon $686.69 to payoff my old plan and switch. I have screenshots of text transcripts and call recordings where the agent acknowledged I would be getting the $500. 

Today I called again and was transferred 3 times - when I spoke the representative she explained to me that this promotion is expired. I also wouldn't be eligible for $500 because it was my own device being paid off and not trading it in. I explianed what I was told and said I have screenshots - she said there is nothing I can do and admitted they are having problems and what I was told was incorrect. I said well if I was lied to - what is the next steps? I asked if I should reach out to the attorney general in MN? She said well you can try that route and apologized. This feels like a complete bait and switch. Two months ago I have a call recorded where a support representative manager told me I would receive the $500 in the next 7-10 business days and that was 2 months ago. 

Check the notes on the calls - I have recordings of the calls and transcripts of the chats if it is needed to prove these statements. This has been more than frustrating and I want was I was offered. If I was lied to I think this still needs to be corrected. I would have never switched from Verizon and paid off a $686 bill if this wasn't the offer - it wouldn't make sense even with a free line. My Verizon contract was I pay for the line they pay for the device. Since I have switched I could have purchased 2 new lines for 12 months for what this has cost me in time and money. 

Beware of the agents selling stuff on the phone. They will say things and even in chat they will say yes you will get this and this - and then you come to find out they lied. When you call to inquire they acknowledge you may have been lied to and there is nothing they can do. This is beyond bait and switch. 

I will add I have been a customer now for almost 20 years and I feel taken advantage of and stuck. I should have never switched and I should have trusted my gut and gone with Gateway fiber for internet and stayed with Verizon it would have been much less expensive.