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Verizon trade in credit

Sigh. Where do I begin.

On 2/13 I decided that I wanted to upgrade my 11 pro max for a 12 pro max. My 11 pro max was purchased with Verizon back in 2019 as part of a new customer, trade in your old device promo. Back then, everything went flawlessly. I received my credits, got my new phone, etc.

Now on 2/13, I placed my order to trade in my old device for the new iPhone and everything went as planned. The option I chose was to trade in my device for trade in credit (from the looks of it, I believe the app was going to charge me the remainder of the phone balance, then the trade in credit would be applied to my bill). A few minutes later, I got an email saying my credit application was approved, then a few more minutes I got an email saying that my order is on hold/canceled.

I called in and long story short I was able to place a new order with the rep, however they must’ve not done my new order with the old submission I’d. I was told but up to 5 reps that I would receive a trade in box in the mail. A month passes (mind you I have called in day after day trying to get this issue fixed). Multiple reps stated they would send me a box, never received them. So now I was stuck with the balance of my old device on my bill.

eventually, I spoke to a rep who sent me a tracking label via email and asked me to go to the UPS store and return it myself. I did this, and got receipt of delivery. Multiple reps at this point have confirmed that they see that they’ve received my device

fast forward a few more weeks, I am told that I will get my bill credits within a month, then it was 6-8 weeks, etc. at this point I’m frustrated but keep my composure.

fast forward to last week, I finally just got the hint that I am not receiving any credits anytime soon so I paid my bill/remaining balance amount. Afterwards I called back in to try again to get my credits. The rep attempted to submit some form for the trade in credit. She said it will take 5 days to be approved or denied.

I called in again today, and it was denied. So now, today, I’ve spent ANOTHER 2 hours in the phone trying to get my ***** credits added to my account. I am at a loss. Can anybody please help me? I am about to submit a claim with the BBB and/or the attorney general at this point and though I like Verizon’s service and perks, I will DEFINITELY be considering leaving as soon as I pay off my new device. The only good so far is that one of the 5 reps I spoke with today offered a credit of $80 due to my inconvenience. This was much appreciated, but my original trade in credit was supposed to be for $506.

can anyone please help me???

Comments

Doggo

Unless the phone was paid off in full prior to upgrading, you don't get any trade in value for an iPhone. Instead, you get to upgrade early without having to pay the balance.

AnotherFrustratedGuy1

Well, I have now paid off my device but they are refusing to give me my credit so essentially they either need to give me back my device or give me a device balance chargeback. If not, they essentially stole my phone. At this point I think I’m just going to file a claim with the BBB I’ve grown tired of fighting

DDT_Knight

Did you ever get resolution on this? What did BBB do?

AnotherFrustratedGuy1

Yup. Ended up getting about $950 in credits. After I escalated to BBB, a senior credit advisor reached out to me

Momma23dogs

However the original poster got a credit that they were not entitled to because they did not follow the requirements of the promotion. You must pay off your old phone first. Only then are you eligible to participate in a trade-in deal to give you credits for your old phone. You also have to send in your old phone to get the trade-in credits which the original poster didn’t do either, because they were never never eligible for the promotion in the first place.
always read the fine print. If you don’t understand the fine print ask questions. This forum is here to keep people from making simple mistakes like the original poster did.

EPMJAB777

I am having the exact same issue. Months ago I paid off the balance of my Note 10 Plus to upgrade to the S22 Ultra. Once Ultra was shipped after pre order, o then received trade in box for my device. I was told ill get $800, and with a promo verified with a rep on the phone that cracked screens were accepted with full value. I have screenshots of this advertisement on their site. Well again several calls several promises I'll receive my credits. Months later I contact them again to be told that my device was received with a crack so no credits would be received. I explained the promo that was verified and I was told it would be escalated and again told it would take 5-7 days for an approval or denial. I never received any approval or denial communication from any of my multiple calls and complaints. They have now essentially stolen my device as well. And I'm wondering what I can do to get my money or device back as well.

Verizon_Support

Hi there. My name is Heather. Your Verizon Wireless account expert. Thank you so much for reaching out on Chat today. I am so sorry this happened. If you did not get the promotional value, you should have gotten the market value for this phone instead. I do apologize, but the phone would not be able to be returned.

*Heather

Williamd2

Just read my email this morning and both my wife and I have had our credits removed. They said the phones never arrived. Our phones didn’t have any cracks or anything and were always kept in cases. I distinctly remember dropping the phones off in the boxes with labels. I wonder with the holidays if they were stolen by ups? We can’t afford these phones now as I’m disabled and only upgraded because it was practically free. Verizon please help we have been customers for many many years.

[Deleted User]

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