Trade-In never went right

Hi, only the moderators of this forum have ever helped me solve my problem, so I'm asking for help again.

On January 21, 2026, I traded in my iPhone 14 Pro Max (Brooklyn, NY 11229) and was clearly told I would receive a $600 trade-in credit. I paid $157 at the store, and my bill in January went from $138 to $212 (+$80). My next bill will be $169.84.

The description for my next bill says -$10 trade-in device promo credit (for 36 months = $360).

When I traded in the phone, I paid $157 + $80, and you're reimbursing me $360?
Is this called a trade-in? Where is my promised $600?

I contacted support a few times (Support request *****) and received an email confirmation.

Please help me!

Accepted answers

VZ_jenn

Hi Nikela,

Thank you for reaching out to the Community. We're so happy you've been able to get help here in the past!

As the Community undergoes backend platform updates, we recommend reaching out to one of our official support channels listed below for account specific support. Our teams are ready to support you there.

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

All comments

VZ_jenn

Hi Nikela,

Thank you for reaching out to the Community. We're so happy you've been able to get help here in the past!

Instagram: Instagram.com/Verizon (Pre-paid excluded)
Facebook: Facebook.com/verizon
X (Twitter): x.com/verizonsupport

SynthpopAddict

Depending on the verbiage of the promotion, if it said "up to X" for your trade-in and the trade-in was assessed at $360…

Nikela

I don't have accounts on Meta or X, who can help me?

VZ_jenn

Hi Nikela,

You can also reach an agent through the Contact Us page. Thank you.

Nikela

No, I received this confirmation:

"Thank you for taking the time to speak with me. This email confirms the resolution of the items we discussed, and that the following transactions have been made to your account:

This email serves as confirmation that the remaining $370 trade-in credit will be applied to your next bill, bringing the total adjustment of $600"

Nikela

It's a shame that the forum has become such a waste of time, and so has your "support agents".

SynthpopAddict

I would try contacting Escalation Basking Ridge: 908-559-2001 during business hours with this information and your support case number.