Verizon FIOS Verizon FIOS promotion not honored, senior deliberately cheated Massachusetts

I'm writing on behalf of someone else, an older person whose situation I am all too familiar with. He signed up for FIOS service and was offered a $200 Samsung promotion in the form of a Samsung purchase credit. The offer was to be redeemed by clicking on a coupon on the FIOS site that went to the Samsung / Verizon promotional site and applied the credit to the purchase. Simple enough.

After waiting the requisite 60 days, what happened was that when you went "shopping" at the Samsung site to look at products, it somehow registered the coupon code as redeemed. We called Verizon many times to try to get the coupon fixed, they said they were trying to fix it by re-sending the email with the coupon in it, which they did but it never worked. Finally we were told it was a known issue with the Samsung promotion and that he would be "put on a list" of people who had trouble withe tryng to redeem the coupon, and it would be honored once fixed. Also, just as an FYI, the emails clearly stated the terms: that the coupon was to be redeemed within the time frame and no later than 1-31-2019.

The most recent time we called, to follow up on that call about "the list" we were told that NONE OF THIS information was in their records, and in fact they knew of no issues with the coupons, and would not be honoring the promotion he was due at all. They said it was becaue the coupon had expired - of course it had. We had been trying to resolve this for MONTHS. The date on the emails? That's not the last date you can redeem the offer, they stated, that's the expiration of the promotion. As if any consumer would care about that. 

So, this is a classic "bait and switch" as far as I can see - and the person we spoke to even hinted as much when she said "well, that (the Samsung promotion)  was lucrative offer". Duh, of course it was, but that tells me that that they were deliberately trying to avoid honoring it. 

He'll switch back to another internet provider as soon as he can, and I will help him do it. But they flat out cheated this elder person, and there's no defense for that.