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Trade in credit problems

I have issues with my trade in. I traded in a device for an Iphone 15 September of 2023, my trade in credits does not reflect on my bill. I spoke with multiple reps and they told me that they will correct this. It is now January of 2024 and the trade in credits are not being reflected on my account yet. I continue on having to pay for the device. Any one else has had this issues?

Comments

Verizon_Support

Hey jessajb, it is certainly troubling to learn that you're still having issues with trade-in promotions. I know I helped with some back in October, and at that time everything looked in order, and I am happy to dive back in for anything that has changed. Please be on the lookout for a private message from us so we can help.

-Joseph

ManacleHornet

Was told that I would receive $800 trade-in value for my Samsung S22 Ultra, which I kept in a hard case and screen-protected for the two years that I owned it. Not a single scratch to the screen, body of the phone, or cameras, I kept it in pristine condition. Turned it in today at the store, and was immediately emailed that my device "didn't meet the requirements of the original trade-in estimate," and that I'd receive $400 for it. I should have taken pictures of the device before I turned it in for proof, because I'm sure now if I ask for a reason why I'm short $400, they'll send me a picture of it with all sorts of scratches and dents.

Verizon_Support

I know how much I rely on those type of promotions when purchasing a new device, AaronMentch. It doesn't sound like the value was adjusted because of the condition, as you would have received a message with pictures of the damage if that was the case. I would be happy to take a look to see why the value was adjusted. It could be related to plan eligiblity as the highest value is often reserved for our premium unlimited plans. Since we will need account access, please be on the lookout for a private message from us.

-Joseph

ManacleHornet

As an update, Joseph was able to help me. The issue was that the full value was contingent on updating to a new plan as well. In the long run, I'm paying additional money for a new plan, but I received the full $800 trade-in value in the end. I'm paying additional money now to pay off the difference between the phone and the $800 trade-in credit, as well as for a new plan. But if I hadn't updated the plan, I'd have only gotten the $400. The new plan is an additional $10 a month I believe. Anyways, thank you to Joseph for helping me out.

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