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Trade In Adjustment

In October 2020 I traded in my iPhone 11 for the new iPhone 12 pro. I'm very aggravated with the whole trade in process. I was never given a significant credit for my trade in. The phone was paid off and in excellent condition. I have called the Verizon store several times and customer service and still I still do not have any answers. Now on my phone bill this month it is a outstanding $385 for just one phone line. Now I am seeing a trade in adjustment fee which the Verizon sales rep told me I wouldn't have to worry about. I have done the online chat and tried calling Verizon and I still do not have a solution. Could someone possibly help with this?

Comments

Verizon_Support

Hey, ChristaJones01!

I would be glad to assist with figuring out all the details regarding your trade-in. Please reach out in a Private Note for assistance, so that we can collect some more information.

CelesteR_VZW

ChristaJones01

Yes I would greatly appreciate some help!

kaitlinsizemore

I'm going through the same thing right now. I have called 3 times and I keep getting the "run around."

Verizon_Support

We always want our customers to get the best value for their trade-in. What exactly is happening with your trade-in? Have you tracked the status here www.vzw.com/tradein. - AlbertoR_VZW

Johndush

Hello. I just switched from att to Verizon yesterday. I traded my older iPhone 7 Plus and was told by the website and the rep himself that is her $350 for it. So I literally just got my first bill after having Verizon for about ummm idk 29 hours may be lol and saw it there that they paid $70 for my trade in? There is a lot of issues that i don’t wanna put here just yet but I’ll be calling the customer service today and put a complaint about the store manager who was such rude person and the rep that f...d my trade in and all.

nirender

Placed an order today and wanted to take advantage of the device promotional credit. The device to be used for the promotional credit is not the one in use. The sales rep did not include it in the sales receipt. He also charged me for Total Mobile Protection which I did not request.

How do I fix these issues.

Nirender

Verizon_Support

Johndush, we want to welcome you to the Verizon family and we are sorry to hear about your experience. Can you please let us know if you have received a resolution for your promotion and account concern after you contacted Customer Service?

nirender

I believe it is in hand but will know better after we enable the new devices and ship the existing ones back.

Nirender

Johndush

I’ve talked to a rep for 1 hour 22 min and he promised me “ I was gonna get $70 off next bill and after that $350 credit would apply to my account every month” I purposely asked him twice since the lines are being recorded that if he was sure about the totals and how the process was going to be processed like he told me so he said YES.

so basically seems like now I’m getting 70 plus 350 so $420.00 ( 70 next month like I said and the 350 over 24-30 months can’t remember exactly) and I’ll just have to keep checking my bills every month

Verizon_Support

We always want our customers to get any offer and promotion they qualify for, nirender. We are here to assist.

What did the promotional offer provide to you? Also, where you able to cancel the insurance on your line? That coverage can be canceled at anytime through your My Verizon account when reviewing your add-ons.

StevenG_VZW

Rickjamez402

Yeah I was told I’d get $750 off my iPhone 12 Pro 512 GB if I traded my iPhone 11 Pro in mint condition & now they say they apply small amount to each bill instead of $750 off at once & I switched from T-Mobile and was only paying $45 unlimited everything

WashingtonWill12

It has been a while did this get fixed? Sometimes the base trade in value shows up front then the system adjusts it to the promo price like $350 later. Is that how it went for you?

WashingtonWill12

Yes it's over 24 months for the credit which does show on the trade in process. Doesn't make it awesome but it's there under the trade in value. If you didn't hand it in at the store or send it yet you could cancel and sell it on Swappa and use that cash to lay it down yourself if you want.

Verizon_Support

We want you to get any promotion you qualify for. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.

Verizon_Support

My apologies for any issues that occurred. We always want you knowing all the details regarding any promotion. Feedback can also be filed regarding what occurred. The majority of our Trade-In Promotions issue monthly credits over a 24 or 30 month period at this time. Here is more information:

https://www.verizon.com/support/device-deals-faqs/

https://www.verizon.com/support/how-to-recycle-device/

https://www.verizon.com/support/trade-in-program-faqs/

It's our goal to make sure all issues are resolved. Are you receiving the correct $750 total credit amount (broken up into monthly payments)? Did you have other questions or issues that we can assist you with?

sssxxvb

After finally getting a solution to my Trade-In issue, I was shocked to see that I have an $80 one-time trade in adjustment on my previous bill. This was never mentioned during my discussions with "Joey" - Verizon CSR. See below discussion with name and account info removed. I sent a private message from which I never received a response from Verizon. Therefore, I am again posting in the Verizon Community.

Please credit my account for this $80 or I will be contacting the Attorney General's office and the Better Business Bureau to report this activity.

___________________________________________________________________

Thank you for reaching out to the Verizon Social Media Team! We appreciate your patience while we connect you with your representative, who will reply in this window. Please confirm your full name and the phone number associated with your account below.

10:21 PM

Thank you for account access! Please confirm your first & last name as it appears on the account. -Joey

10:26 PM

Thanks! Please allow me a few minutes for a review. I will be back with you momentarily. -Joey

10:29 PM

Your patience is greatly appreciated, & I have good news. Your trade-in credit was successfully added 8/27. There are 5 backdated credits showing($24.31, $24.16, $24.16, $24.16, & $24.16) that will show on your next bill when generated. Everything is in place. Our apologies for prior inconveniences. Please let us know if you have further inquiries. -Joey

10:38 PM

How much is the total credit for the trade in?

10:40 PM

The total credit for the trade-in is $579.99. This will be dispersed over 24 months until completed. -Joey

10:44 PM

Ok. Thank you for the assistance in resolving this matter, it’s just disappointing that it took this long and numerous contacts for the trade in to be applied. But thank you again for the help.

10:47 PM

You're more than welcome. I'm glad this was finally resolved but I'm terribly sorry in the time-frame in which it took. Your voice is important to us, so I'll lift the feedback up, don't worry there. If you need us again, please don't hesitate to reach back out. Thanks for being the best part of Verizon, have a great night! -Joey

10:49 PM

Frustrated2022

I NOW see a $100 trade in adjustment on my current bill for one phone and $55 for another.

BACKSTORY - we received 2 new Iphones 12’s for a Christmas present in 2020, OVER A YEAR AGO. We were told each phone would receive a $750 trade in credit that would be applied to our bill over 24 months. We were also told it could take a few billing cycles to see the credits. We kept waiting - NO credits. So in May of 2021 I called the “partner” Verizon store we purchased the phones from and was told it would be taken care of but had to get approval. July 2021 still NO CREDITS. Called the store again. Told same story - two months later STILL NO CREDITS. Called store again several times and left messages - no call back or response. Called Verizon in Nov 8, 2021. Rep said the issue was elevated to management team, corporate would call me and store would receive receive a formal complaint. Never heard from Verizon.
Called Verizon AGAIN Nov 21, 2021 and was told a credit of 366.63 per phone would be applied to next bill. NEVER HAPPENED.
Called Verizon AGAIN ON 1/7/22 and told the agent I’m not hanging up until this is corrected. You’ve had our old phones for OVER A YEAR and we never received our trade in credit. Agent said a credit of $437.50 per line would be applied for pro-rated credits. NOW OUR BILL has some credits AND these trade in adjustment CHARGES. Mind you I was on the phone on my last call for almost 3 hours.
BOTTOM LINE - we should receive $750 for each phone and SHOULD NOT BE CHARGED THIS FEE. I’m SO FRUSTRATED! We’ve been customers for at least 15 years, traded in phones multiple times and have never had this mess!

Verizon_Support

We are so sad to learn of your experience with the trade-in process and promotions, Frustrated2022. We always want all of our customers to get any promotion they qualify for you.

We sent you a Private Message, please only respond to that going forward, we do want to help.

-Steven

Remusears

In August I traded in my phone XR for a 13. I was told nothing about paying a trade-in adjustment. My bill this month has an additional $118 charge for a trade in adjustment. Some way to get more money from a long time customer

Verizon_Support

Hi Remusears! My name is Salma, and I am your customer service expert, ready to help! I hope you are enjoying the holidays.
Did you send us your trade in device?

>Salma

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