Samsung Phone - Trade in promotion not honored

mjchung91

Hi,

Looking for anyone who had similar issue.

I bought the phone on Samsung.com, completed my trade-in process in Verizon website.

When I traded-in my phone in store, the IMEI number was off by 1 digit so the agent cancelled my initial trade in order and created a new trade in order with the correct IMEI number.

Because of this, I only see trade-in credit of $160 instead of $650 over 36 months that was promised.

I have already spent 1 hour+ on the phone trying to resolve this issue but no luck.

Does anyone have any advice or have experienced this issue?

Verizon_Support

Resolution Update: By partnering with support, the promotional value issue has been resolved, and an explanation given for the billing. If others encounter problems with getting the full promotional value, some common issues can include these items. Not meeting the promotional requirements of the offer. An error with the promotion system. Or the redemption process hasn’t been completed.

For anyone who has a device promotional issue, we recommend reviewing our Device Deals & Promotional FAQ: https://www.verizon.com/support/device-deals-faqs/

If you need assistance with a similar issue, please contact us for help.

-Alex