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Trade in Adjustment

I’ve never been so disgusted in my life with Verizon. After 6 years with them, 4 lines and 2 connected devices I’m ready to leave!!! I traded in two iPhones for Christmas under a $830 promo credit. Today I received next month’s bill and there is a $280 per phone charge that reads trade-in adjustment. Instead of giving me the $830 per phone they gave me $550 per phone. The phones were in pristine condition (no scratches excellent battery life, etc). The only reason I traded them in was for this promo and now I feel like I’ve become victim to some Verizon bait and switch tactics! Spent an hour on the phone with customer care and all that they could give me was “it’s the process.” There has to be a way to contest this formally! Or is the answer to just part ways with them and move to another carrier?

Comments

Verizon_Support

Hello, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.

~Ivone

Kasey_lc22

I’m in almost the same situation, went in to get my daughter a new iPhone 15 for Christmas and was going to do like I always do every 24 months , it always went smoothly and great. Well I go in and I get told about this supposed wonderful deal (after I say I really need to go the cheapest rout possible) they were running a special and her current iPhone 13 could be traded in and I would pay around $3 a month for the new phone (didn’t bother to mention it was 36 mo and no way to pay it off early) he noticed I had an iPhone 11 and said it would be the same way with mine if I would like to get a new phone for $3 a month (who wouldn’t take that offer) also said I didn’t want my bill going any higher If possible (esp after having a $6 device payments, when it was $28 the last 24 months) you would think there would be no reason for it to be any more monthly but actually less. Which he assured me my bill would ultimately less a month than it had been. NOT TRUE! Ok so I have traded in two phones to pay $3 each a month for them and that’s it nothing more, nothing less. Well that’s great so I go ahead and get the 2 best screen protectors and one phone case thinking ok this will be around $180 total that I have to spend today including the last device payment on the phone I traded in. NOT so omg it’s sorry and WRONG to not inform someone of the $100 taxes on each phone that had to be paid then and $50 for them to transfer everything over ( wasn’t told about until it was already done and over with) in the end almost $500!! AND NOW I HAVE A $280 DEVICE ADJUSTMENT, Verizon us 20+ year customers must not be to important to you, it’s straight wrong and misleading! I will not pay this $280 after what I went through the day I got the phones. I will move on real quick! Talked to a customer representative, useless I still have NO IDEA what this crazy charge is!

Verizon_Support

I know how important trade-in promotions are for me, and I would also be upset if I had received an unexpected device charge like that as well, Kasey_lc22. You are right that you should feel valued being a 20+ year customer, and we want to make sure that loyalty is reciprocated. So that we can take a closer look into this, we will need to gather some additional details in a private message. Please be on the lookout for a private message from us.

-Joseph

MikA95

Did you ever get a resolution? I had gotten a new iPhone 15, and am paying 33 extra a month for it since October. My old phone wasn’t traded but was paid off in full, and now I’m not sure where this charge is coming from 6 months later. The customer service is horrendous trying to figure out this incident and I’m disgusted with the hidden charges after being a customer for years. I’m reading to cancel after all the back and forth and unpleasantness. It seems almost predatory. And for the sales people to not let you know or have an idea themselves makes this feel criminal. Again, disgusted.

Verizon_Support

We know how important it is to make sure you are being billed correctly each month, and we are here to help. Could you clarify what is the issue with the charge on the account? Were you supposed to receive a promotion for your new device?

~Freddy

MikA95

No promotion, I had an upgrade available and they said it would just be 33 extra a month on my bill which I’ve been paying. The last months bill was 324 and now is 546 and the retail service charge was referenced. If there wasn’t a balance on my previous phone, and the payments have increased, I’m not sure why this charge is being presented and don’t know where any disclosure of it was located. We’ve upgraded before and it’s always just been around 20-30 extra for the line on the bill. I’m just really frustrated with it all.

Kasey_lc22

Well if you’re asking me lol the funny thing is as you see they said they would send me a private message. Well after you posted what you posted I received a private message finally a few minutes later and then a few minutes later they responded to you on here. Needless to say, I did respond to my private message And of course, have not received anything else from them. Gah . Somebody else ask me if I got a resolution or anything. Maybe they’ll contact me again smh! Sad sad sad. Said to answer your question. No I didn’t, but I’m glad that you asked because it did prompt them to actually message me.,

Kasey_lc22

I received a private message 16 days later after someone else asked me if I had a resolution I responded to that message and have not got anything back at all.,

Verizon_Support

Hey there, Kasey_lc22, thanks for your mesage. We don't want you to think we left you hanging, I do see we sent several messages via Private Message, but we did not receive a reply. We do want to help with your trade-in and billing concerns. So we can best assist, I will be reaching out via Private Message.

-Lauren

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