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Verizon $800 Trade in Credit not Honored

My mom needed to upgrade her iPhone 12 Pro. For Mother’s Day, I decided to get her an upgrade. I priced it out twice on the website and it included an $800 credit. When I went into the store, they did not honor the credit from the website, and only provided a trade in value of $242. We called to complain and they told us that there is nothing they can do. How could the prices be so different online versus in store, it makes no sense!!

Comments

Verizon_Support

We're sorry to hear that you didn't get the price you were expecting. We'd be happy to take a look and make sure you're getting every promotion your qualify for. We're going to send you a Private Note so we can take a closer look at the situation.

~Jesse

Jamiegrahams

I have almost the same problem. I orginal called because service got spotty. Verizon rep talked me into a new phone and new plan with $800 trade in. Sent my new phone on for credit and the bill I'd only showing $200 credit. Called back and the rep said that is a mistake and they will send a credit. No credit received. Called back again and this Verizon rep says the plan now does not qualify. Explained that the plan and new phone was setup by their team. I'm and now requesting an refund and my old phone back. Shipping labels have been sent. I guess I'm taking both my phone lines somewhere else. Also going up check outside forums seems like this bate and switch is a common practice, not a mistake. Verizon setup the service and the phone.

Verizon_Support

Hello there Jamiegrahams. We want to check into your situation and help as much as we can. We will be sending you a private note to further assist.

~Ivone

emilyee

I traded in my phone during a $800 promotional trade in deal and my mother is now discovering that it never went through. The paperwork I received from the Verizon store in Hollywood never provided me with a proper receipt showing the trade in. I knew it wasn't right what we were being charged and when my mom called they said they only gave me around $70 for my trade in but couldn't actually find the information about the $800 credit. And now they keep trying to promote another $415 trade in deal for one of our phones...no thank you! I'd rather hold on to my phone or donate it to e-waste!

At this point for the prices we're paying and the lack of service, we are fully looking into other providers. I've been 100% Verizon for over 10 years but with this I'm finding hard to want to stay!

Verizon_Support

Hello, being on top of your account is vital, especially if you are managing your trade-in status. Verizon is here to help.

For more trade-in details check out our FAQs: https://www.verizon.com/trade-in/faq/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

Bucky116

Verizon baited me, a long time, loyal customer, with a trade in offer they had no intention of honoring. Then they charged me an extra $415.
Here’s what Verizon chose to do for a decades long, loyal customer.
1. Offered a better than expected trade-in value of $830 to upgrade my phone.
2. Once they received the phone, Verizon cut the promised trade-in value by exactly 50% to $415.
3. Verizon reported this enormous adjustment was because my plan doesn’t qualify, not based on the condition of the phone, but because my plan didn’t qualify.
4. Verizon, of course, knew my Verizon plan when they made the offer.
Conclusion - Verizon baited me, a long time customer, with a trade in offer they had no intention of honoring.
I’m not sure what my next steps are, not sure I want to keep the phone or Verizon service. I understand it’s a competitive business, but this was really bad.

Verizon_Support

Bucky116, first we would like to thank you for your long time loyalty with us. We want to ensure that you are always receiving the best deal and offer for your account. We will be glad to take a closer look at your specific promotion concerns to understand better what has taken place and ensure that you are receiving the best value for your current offers. We will be sending a Private Message to you so that we can review your specific account details.

-Andi

Bucky116

Hi Andi,

thank you for responding. I will go look for the private message.
any response to my post?

Bucky116

the link hasn’t worked from the beginning. I’m done. #switching-to-at&t

BRIREB63

I have spent two hours on Verizon chat box every month since we traded in my husband’s IPhone 13 for a new 15 with a guaranteed promotion for adding a line, getting an $830 credit, blah, blah, blah. I have evidence that they received the trade in phone, it was in perfect condition, (my husband only uses otter boxes and treats his phone like a baby). Apparently after two weeks post receipt and valuation, they decided to cut $201 off the value of the trade in or they’re reneging on the &200 gift card. I can’t tell and neither can they. So since talking to representatives is no longer possible, I do two hours in a chat box. Even then it takes time to get past the automated chat box. Each time, I take screenshots of their apologies and promises to fix this and each time, they remove the extra $201 from the current bill. Last month I asked if this matter was finally resolved and I was told that it should be but “wait until your 7/9 is prepared”. Well, guess what? They put it back on my bill again! I’ve had enough, I e been a customer of Verizon since 2008 though their records indicate less time likely because it’s changed between my name and my husband’s in the past but I’m now just thankful I’m experienced enough to document everything and my daughter is an Atty. This is breach of contract. Pushing promotions that are never fulfilled and changing the rules is actual illegal. I’ll be demanding a copy of the documentation noting $201 in damage to my husband’s perfect trade in.

Verizon_Support

Hey there, BRIREB63, we appreciate your long time loyalty and know your time is valuable so we certainly don't want you to have to contact us every month regarding your trade-in. We can take a closer look to see what's going on and make sure you have a resolution to this. So we can better assist, we will be reaching out via Private Message.

-Lauren

Courtneyathang

I’m currently online looking at the iPhone 15 pro for me and my parents. Each of us only qualify for the up to 1,000$ off no matter the plan. Only upgrades required. However when going into the store they say my phone will cover that but that my parents phones are only worth 10$ even tho they are in perfect condition minus some cracks (which Verizon indicates is not a problem). I’m hesitant to buy anything now because I’m not sure my trade in credit will ever be applied. I’m looking for possible answers if anyone has any. Thanks.

Verizon_Support

@Courtneyathang
wrote: I’m currently online looking at t he iPhone 15 pro for me and my parents. Each of us only qualify for the up to 1,000$ off no matter the plan.

We know how exciting it is to be considering a new phone and we want to ensure that you get the best deals possible. Our current offers can be found using the link below. Additionally, we will be reaching out to you in Private Message so that we can review any account specific details for promotional offers.

https://www.verizon.com/deals/

-Andi

Jenlyn1975

Same! And I just saw a commercial saying “Turn in any iPhone in any condition and get a new iPhone on us. That’s what brought me to change phones in the first place , but that never happened. How can they advertise something that isn’t really going to happen. Also, the AI guy is so annoying i get mad every time i call. Please change it. Customers shouldn’t be treated like children . If I want to talk to a person, don’t tell me a billion times how this AI “assistant” could help me instead.

Verizon_Support

Jenlyn1975, we don't want you to miss out on your promotion, and we're going to make sure the right promos are applied. Please be on the lookout for a Private Message shortly.

~Jesse

BRIREB63

You’re still charging the extra $200. I have now found another document showing I had received the $200 gift card cause I had abandoned my cart. Then Verizon took it back.
I have this screenshot of a chat rep saying you’d give it back but Verizon could only give a $50 credit for 4 month period while I’m the elderly customer living on social security. Even stating that, no credits get issued. See my screenshot.

Verizon_Support

BRIREB63, we'd love to take a closer look at your account. I see you contacted us through this platform a little over 3 weeks ago, and we sent you a Private Message to try and gather more details. However, we did not receive a reply. We'll be sending a new Private Message to best assist.

~Izzy

BRIREB63

Don’t believe a thing Verizon promises. They continue adding a $200 so called credit back to my account. All I did was sign up for a new I-phone promotion. Go to T-Mobile.

Mjfviper22

I was just about to do this. At the very end it mentions $830 credit but after that says it will be appraised and up to blank will be taken off per month. It had NaN and not a number. Which is what NaN stands for. This prime is misleading and once you send your phone back it’s gone. I have a iPhone 13 Pro. Apple appraised it at 340 so I imagine that’s what Verizon would give me

Srwswish

Same exact issues. I have 4 phones all reduced!! Asking for my old phones and moving my service. !!!

Verizon_Support

Hey there, Srwswish, we're here to help with your trade-in offer. To clarify, was your trade-in originally $800 when placing your order? Was this an upgrade or an order for new service? Can you let us know what phones were purchased and on what date the purchase was completed?

-Lauren

HayC

My mom recently upgraded her phone from the iPhone 7 to an iPhone 14 on a promotion deal. She did not have to change plans, the monthly device payment was $18+ and with promotion her phone is $9.99. When she spoke to a phone rep, they told her my line was eligible for the same promotion. I upgraded my line through the app, for $899 trade in value from the 12 pro to 16 pro, no plan upgrade required (I was extra mindful of that) and it showed my device per month would be $4-$5 per month over 36 months added into my monthly line (not too far off from my moms promotion $9.99 a month and this was a much newer trade). The device total was roughly $160 out of pocket for the phone plus the $35 upgrade fee, plus taxes and fees ($75) so all in still paying close to $260 for the new phone. DEFINITELY not free. I received the phone, dropped off the trade in to my local store and only received $140 credit for the trade in in perfect condition. I’m now expected to pay the remaining $759 on top of the $260 I’ve already paid. They are refusing to honor the promo, telling me I need to upgrade to a plan that adds $30 a month to my bill…. $360 a year for 3 years…. $1080. Fully paying for the phone.

16 year long customer. If there’s issues with the app displaying invalid information to the customer, the receipts should show a more realistic breakdown of what was agreed upon showing the new break down of the line and none of my receipts show that.

HayC

It took me several frustrating days but I finally received assistance from Verizon. Posting this as an update / resolved.

taylor17staggs

I am having the same issue! However, I got a new phone back in August on my moms plan that I haven't seen the bill for. I traded my iPhone XR in for $800, PER THE STORE PERSONNEL, and paid the additional $230 to pay my phone off. Now, im trying to get on my own plan and Verizon says I still owe $1000 on it?!?! Looking through my moms documents and it says my phone value was only $37, when it was in perfect condition. Im quite irritated about this whole thing and will probably switch to a different phone carrier!

taylor17staggs

Did you just call them or did they reach out to you?

Verizon_Support

Hello taylor17staggs, we apologize if the incorrect trade in value was applied to your upgrade. Please know we always have the opportunity to do a promotion correction to ensure all the correct values are in place. Once resolved, we are more than happy to discuss the options for transferring into your own account. Please be on the look out for a private message from us to get started.

-Christy

Verizon_Support

Hello taylor17staggs, we can help you over this platform as well. Can you please tell us more about your concern?

-Luis

Mike0823

I just had almost this exact same thing happen. Bought new phone during pre-sale thru Samsung. Clicked a Verizon promo for an $800 credit towards my phone by trading in "any device, any condition." Now Verizon will not accept my trade in.

Verizon_Support

I hate to read that this has been your expereince with our trade in. I would like to help and look more into this with you. A Private note has been sent so that you can respond.

-Bryan

CK9981

I'm in the same situation. I traded in my phone (fairly new phone) and I was specifically told that I would get $800 off the 1199.99 phone. Verizon seems to be getting over on people. Has anyone sued yet?

Verizon_Support

Hello CK9981, we want to make sure we help with your trade in credit. So we can better assist, we will be reaching out via Private Message. -Dee

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