Unresolved Issue with $1000 Trade-In Credit for new line and phone

NewMemberJan2024

@Anonymous
@miszraecw @Jills1 @pnwlost @NoxxVille

I purchased a new iPhone 15 Pro Max and new line added on Dec 31st 2023 through Verizon by speaking with one of the agents over the phone. The purchase was made with the understanding that I would receive a $1000 trade-in credit ($27.77$ per month.) by sending my Samsung S7 phone as part of a Thanksgiving promotional offer. However, despite numerous attempts to resolve this matter, the credit has not been applied to my account.

Over the past month, I have engaged with atleast 25 different Verizon agents over the phone and chat, spending around 30 hours attempting to address this issue. Each representative assured me that the credit would be processed in five days or in the next billing cycle, but it has yet to materialize.

Sometimes i was told i will receive a call back which never happens and sometimes agent disconnect calls after staying in call for hours.

Accepted answers

NewMemberJan2024

@vzw_customer_support
@vzw @miszraecw @Jills1 @pnwlost @NoxxVille @izzy

I have sent all the required details on the private message and as per other 25 agents i spoke and chatted told me they have mentioned all the details on my account.

All comments

Verizon_Support

NewMemberJan2024, we definitely want to make sure that you're able to redeem the promotion that you qualify for, and we'd be happy to take a closer look at your account. To best assist, we'll be sending a Private Message.

~Izzy

NewMemberJan2024

Oker28

I've been given the same run around on this subject for the past eight months now, countless calls, hours spent on hold while "reports", "promotion escalation", and "tickets" were appropriately compiled by various representatives on more than six occasions to be sent to the appropriate billing/investigation department only to have nothing come of it. You're not alone in this situation!

Still to this day nothing has been done, no answers given, after doing everything to the exact instructions to qualify

@NewMemberJan2024

@vzw_customer_support

Verizon_Support

We're sorry to read about your situation Oker28. We're here to help. We'll be sending a private message. ~Peter

Verizon_Support

We're here to help with your concern. When did you send in the trade in? Do you have the tracking number for the device? ~Peter

Adbc_b

I'm also in the same situation and ready to switch back to t mobile.

Verizon_Support

Hello, Adbc_b. Help is here as we would never want to see you leave us, and you definitely deserve some answers regarding your trade-in and credit. Please share more details on what happened. Do you have the tracking number?

-Natasha

Uniqueangel

I’m dealing with the same thing.. I keep noticing that my bill is high.. I’m tired and want to switch iPhone for a sumsung but they are making it hard to switch.. you can get an iPhone 16 with 1000 off but you have to pay the galaxy 1000 to get it.. ugh

Verizon_Support

We don't want you to have any problems with your trade-in credit. We're sending you a Private Message so we can gather more details and make sure your trade-in is applied.

~Jesse

Aaronallred01

I’ve had this exact issue, except for not nearly as long. They told me that Verizon automatically gave the “organic” trade in value for my two phones, after being promised the $1000 for each phone we traded. Said he would fix the issue, and when I stopped in a few days later, he said he just needed to send the email. I fear this may be a long drawn out issue.

LookingForGoodServiceGuy

Having a similar issue. Upgraded one of my lines and change the plan accordingly in order to receive a $730 trade in credit for my phone. When I turned it in at the store, was told my plan was not properly changed, but they fixed it and would receive the $730 credit, no problem.

Of course, that did not occur.

Spent 3 hours chatting with various 'agents'. Each time I got close to having the issue resolved, the agent changed or my messages mysteriously stopped going through. Seems like extremely devious tactics, hoping people will give up chasing their money with Verizon.

Was told the issue was resolved and would be getting the proper rebate, but no sign of the rebate and good luck trying to get a real person to provide customer service at Verizon. These are deceitful tactics by Verizon, promising one thing and making it hard for people to actual get the full value promised. Seems like a fraudulent way to conduct business.

With 3 lines either ready for upgrade or close to it, may be time to leave this shady company after 20+ years.

Verizon_Support

We hate to see that you have any type of missing promotion and definitely want to help make this right. We will be sending over a private note so we can partner on this together.

-Meg