I wanted to trade in my phone for the $500 promotion credit, but I wanted to pay the full price up front. My $500 credit turned into a $36 rebate and no one can explain why. Even a supervisor didn't attempt an explanation. It seems that's just the way it is.
I certainly did not expect this kind of a runaround from a carrier who's supposed to be so superior to the competition. I could have gotten the same treatment from AT&T.
There's also no email address for support. If you don't want to waste a phone call, you are stuck with the chat.