Carl, I am so sorry of the problems you experienced with trying to upgrade your device! I would love the opportunity to assist.
When is your actual upgrade date? You can see this online, on My Verizon. You can also confirm your upgrade eligibility date right from your handset by dialing #UPG. Do you have more than one line on your account? Are any other lines currently eligible for upgrade? Please let me know so I can further assist. Thanks!
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I called customer service about the same thing and they told me the discount is when you recycle your old phone and receive credit that that is the discount for an early upgrade