iPhone 15 Promo on Trade-in Not Honored

I chose to trade in an iPhone for the newer iPhone 15 Pro, based on Verizon's stated offer of $830 trade in credit as long as the traded device was as promised and the plan was switched to one of 2: Ultimate Plus or Ultimate Unlimited (I have the screenshot).

Sent in the device (perfect condition), was received ... then Verizon informed me that the promo credit was taken back b/c my plan no longer was eligible. After talking to customer service for an hour I was informed that now the plan had to be Ultimate Unlimited and I was out of luck.

I've been with Verizon for decades but this is a fundamental breakdown in the basic good faith relationship. Will be finishing this agreement and moving elsewhere.

Accepted answers

Verizon_Support

Understanding your bill is crucial, and we are here to help. To better assist please tell us. Did you recently change your plan, add a line or purchase a new device?

~Maria

All comments

Verizon_Support

Good morning, halliebrewer. We want to make sure you're able to get every single promotion you're eligible for and we'd be happy to take a closer look at your situation. We're sending you a Private Message so we can better assist.

~Jesse

halliebrewer

I would appreciate help with that. I did try to contact Verizon and it did not go well.

halliebrewer

To summarize where things landed: the agent I'd spoken with about the promotion and the plans that would meet the trade-in value requirement provided wrong information, but the answer was, in essence, sorry too bad. Basically, the one plan (which I'd changed to explicitly to get the full trade in value) only gives you *half* the promised trade in value and Verizon is not willing to honor what the person actually told me.

So, I went from an offer from Apple that required no changes to my plans and would have been a nice, straightforward upgrade - to trying Verizon's offer, which turns out to be a baitandswitch, and ending up with a plan that's $20 more per month that I didn't need or want in the first place.

I called and talked to customer service, hoping maybe they would do *something* to help a longtime customer. The only thing they were willing to do is waive the upgrade fee of $35 (for those keeping score at home, Verizon's dishonesty has resulted in an additional $240 per year). So, I'm afraid Verizon has done nothing meaningful to indicate they care to keep long-time customers (even when the error is theirs). I don't see any way other than finishing this term of service and looking elsewhere.

halliebrewer

No one helped. To close the loop.

unknown

Exact same thing just happened to me. Traded in three identical phones with the exception of GB in Nov/Dec of 2023. Even upgraded the lines to the higher plan. Two phones confirmed within a few weeks. Lost track that while I got confirmation receipt of the third phone, I never got the trade-in verified email. Now 5 months later they are taking the promotion away. The submission ID goes nowhere in their system.

Verizon_Support

Hello, MrsJAKling, we want to help ensure you receive your trade-in credits! So we can best assist, we will be reaching out via Private Message.

-Lauren

Verizon_Support

Hello, halliebrewer, thanks for your message. We are glad to continue to help with your trade-in promotion. So we can best assist, we will be reaching out via Private Message.

-Lauren

halliebrewer

Ugh, I’m so sorry that happened. I’ve been with Verizon a really long time and I’m so disappointed. I hope they’re able to get it sorted out for you!!

Verizon_Support

halliebrewer, we understand how important it is to receive any eligible promotional offer and we are here to help. We will be sending you a Private Message to gather some additional details so that we can further assist.

-Andi

timvw

I had the exact same issue and they resolved it! I purchased an iPhone 15 Pro w/ trade in credit from an iPhone 12 totaling $1000 over 36 months on Unlimited Plus in May 2024. After chatting with someone for almost 2 hours, they sent it to Promo Corrections (the existence of the department is proof enough they experience errors sometimes), but not before claiming my promo was only for $870, and that it required Unlimited Ultimate. To resolve it, I reference an email they sent me saying I was approved for $1000 promo credit, and I referenced this thread to show that it had happened to others. There is hope for Verizon, but no company is without glitches. Moral of the story: keep your emails and take screenshots of the promos before you purchase anything. Maybe it won't take 2 hours and 4-5 business days of processing to resolve it next time they accidentally try to rip off one of us again.

Jbean1982

This is why I’m scared to upgrade my phone with the $1000 trade in plan. I did place my order with the approved $1000 discount, but I noticed that a second updated next bill summary had been added. All the discounts had been removed. There was no email sent with this new updates proposed bill. I canceled the order due to the discrepancies on the two next bill summaries.

JDC8924

I just traded in 3 phones for the promotion that was running in August which was communicated that for every trade-in phone you would receive $830 towards the iPhone 15 and would only need to pay the tax. It was retold to us clearly from the Verizon employee that yes we would only be paying the tax on the $830 for each phone. We are now being charged installments each month to pay off the full cost of each phone. We are confused and frustrated.

Rizzi

I just traded in my phone for the new iPhone 16 Pro. I noticed that the promo offered is $1000 off with trade-in and switching to one of the new Ultimate plans. I didn’t want to switch and clearly expressed that to the rep when placing my order. Rep offered $830 for my trade-in and I don't have to switch plsns. The plan I have now verizon no longer offers and would hate to lose it. After reading these post I am praying that when I receive my new phone I don't run into these issues.

Verizon_Support

@JDC8924
wrote: I just traded in 3 phones for t he promotion that was running in August which was communicated that for every trade-in phone you would receive $830 towards the iPhone 15 and would only need to pay the tax.

Congratulations on your new devices. We understand how exciting it is to get new phones, especially with a promotion. To clarify how the promotions apply, your account will still see the monthly device payment charges for each device. Once the promotion is updated to each applicable line, there will be a credit for the monthly value of the promotion as well. So, the line would only pay the difference in the monthly charge for the device and the monthly promotion value. Can you confirm if the trade promotion is also showing for your 3 phones on your bill?

-Andi

halliebrewer

I’m so glad at least one person got good resolution!

halliebrewer

Same exact thing. My bill also keeps having mystery increases every month that I have to dispute. I’ve lost all faith in Verizon as a trustworthy brand.

Verizon_Support

Understanding your bill is crucial, and we are here to help. To better assist please tell us. Did you recently change your plan, add a line or purchase a new device?

~Maria

halliebrewer

This entire thread is based on the premise that I made the mistake of trading in / upgrading my device with Verizon and have had problems *every single month* since then. Also I don't appreciate that your post marked itself as 'accepted as a solution' when obviously it was not.

DonnaDolce

I have. been calling repeatedly for weeks because of incorrect charges on my cell bill, they refunded me but now on the bill due tomorrow they forwarded the 45 dollars they refunded me and charged me again. I can not get thru to anyone now at all not via chat or phone. My first issue I had I was being abused by the agent on the phone, some foreigner mocking me laughing at me- never in my life had I been treated like this. I’ve been lied to, and they keep taking away my discounts! Once my phone is paid off I am moving on the another mobile company. 20 years as a customer

NORPAU32

After nine years with Verizon and no problem, I traded in a phone for the first time. They were supposed to give me $850 credit and they gave me $5.55. I talked to the Verizon dealer that made the deal with me And he said he must’ve made a mistake and brought a lady from Verizon on the phone for a three-way call. The bottom line is I never will get my $850 credit and I’m stuck with Verizon for three more years. I will spread the word on their trade-in scandal to everybody I can. It’s hard to swallow being screwed this hard and now I have to pay out over $1000 for this mistake by the guy who sold me the phone. Verizon was no help on the phone. None whatsoever. Definitely made me feel like I don’t matter at all.

SHartgrove

We have been dealing with the exact same issue for 6 months! Our phones were in great condition! We upgraded to a newer plan because we "had to" and still didn't get the discounts we were supposed to get! I even have it in writing! The discount each month on our new phones doesn't add up to the amount we were supposed to get for our trade in. And all the keep saying is it is on there! Look at your bill! Well it's not!

Verizon_Support

I know that I would be concerned if things weren't adding up correctly with my trade-in device and a promotion, SHartgrove. I am here to help. I'll need account access to take a look into this. Please be on the lookout for a private message from me.

-Joseph

Tunaswish4

Same for me. Traded 3 iPhones for the 15 was suppose to be free and my bill now is $40 more a month and am paying for phones that should have been free with trade in. Been to store many times. First time agent said the trade in wasn’t applied but nothing changed. Calling BBB THIS IS ridiculous!

Verizon_Support

I know how important a great promotion is for me when I am looking at purchasing a new phone, Tunaswish4. I would be happy to help look into this, and I'll need account access to help. Please be on the lookout of a private message from me.

-Joseph

Hendrix1975

Verizon lost my iPhone 13’s and now me and my wife are paying for the 15 pros

Verizon_Support

Oh no, we're so sorry to hear this happened! We want to make sure that you're getting the credit for returning those iPhone 13s! We are sending you a Private Note so we can get this resolved.

-Cait