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trade in credit not applied seems to be a big issue for verizion

Kevlaur2018

My wife and i had galaxy S9 phones bought new a few years ago from Verizon. Around July through September we got multiple emails and texts from verizon to trade in for new phone and get $800 credit for our phones. So we did in September 2023. Did it at the store, they took our old phones literally the day we picked up our galaxy S23's. Told us it would take 2 to 3 billing cycle to apply the credit and drop our monthly bill and we would be credited the over charges. The lady from the store is now never in when i can talk to her. The guy at the store said what she told us doesn't make sense. I called customer service multiple times to get more run around. Today customer service says they can only credit $450 because they can't find the $800 deal that was sent to us by Verizon multiple times. The said i would need to go to the store, that can't fix it because they say they don't deal with billing. I am so fed up that I am going to pay the phones in full out of my pocket. Out of our S9's now because Verizon took them and gave no credit. I am so fed up Verizon I am spending $1800 out of my own pocket now to buy out the phones and switch very soon. We went through this same issue when we bought our S9's, and I was hopeful they got better.

Comments

Gaumich

Just coming in to validate this- we got with Verizon in 2022 because we were promised an $800 gift card for bring my phon and something like $250 for my boyfriend’s phone. Told it would be a visa. We ended up getting $500 total in Verizon gift cards. I was peeved. They also wouldn’t honor my employee discount that I signed up with because they were discontinuing it in the months following our initial sign up. I spent months talking to reps about my bill before they admitted that I would never get that discount.

Verizon_Support

Hello, Kevlaur2018. My apologies to hear of this experience. Help is here as we always want you to be happy with our service and be transparent with any and all deals and promotions we offer. We don't want to see you leave us, and I'd like to help. Regarding the store, do you remember which location you visited? Was it an indirect store also known as a premium retailer?

-Natasha

Verizon_Support

We're sorry to read about the situation with your discounts. What was the discount you were signing up to receive? ~Peter

Kevlaur2018

We did this at the Verizon store in York, SC.

922 E Liberty St, York, SC 29745

Kevlaur2018

We were supposed to get $800 for each of our 2 phones we traded in back in September. We got nothing after several attempts to talk with verizon customer service and the store. Got offered $450 last night. So i rejected that, paid off the phones last online in full. If i don't have an $800 deposit ($1600) total by this Friday either by check, wire or credit back to my credit card i will be shopping and changing providers Saturday. This has been going on for months and i am not wasting more time on this issue trying to negotiate what i was supposed to receive.

Verizon_Support

No worries, Kevlaur2018. Thank you for the response. Let's take a deeper dive into this matter. I have sent you a Private Message.

-Natasha

Verizon_Support

We're here to help. Let us know if you need assistance. ~Peter

yabbott

I brought my husband into my family plan and we were told that he will get trade in promo which would pretty much cover the cost of new phone. 3 months later, we were told it is now showing that we traded anything. Then they said whatever traded didn’t qualify for promo. Then they asked us what we traded And they had no clue! After two weeks, they are now trying to track down the same person who now is at another location, then call me back. He did not call back so I went to the store and he looked like he was caught off guard and looked aggressive. He said I will call you back but I just can’t figure it out like that! This is a switch and bait operation! If phone did not qualify, we should have been notified since we had a bag full of phones to choose from. They just wanted to make a sale. Very unethical and I am still going to follow up on this.

Verizon_Support

We are truly sorry to see you in this trade-in dilemma. We always strive to provide top quality experience.

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

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

~Gilbert

Alyssabh

The lack of transparency on trade ins is ridiculous. I sent in the exact phone that was on my account with no defects. Received an email saying that rather than the $600 trade in value promotion, I was getting $70. The screen was not cracked, the battery had no issues for my son when he had the phone. There was no comment for why my value was decreased so much. I would have kept the phone if I had known it was only going to be worth $70! So disappointed. Will be changing cell phone providers as soon as I can get out of these contracts.

Verizon_Support

Hi there. We have sent you a private message concerning the trade-in promotion matter.

-Will

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