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I traded in my iPhone during the $650 promotion over 24 months... and then instead got $265 and no matter who i talk to, no one helps.

I traded in my iPhone during the $650 promotion over 24 months... instead Verizon just gave me $265 trade in even though I called several times to ensure I would get it... after it happened I called again and Lissa, some representative acted like she would fix it but then quit answering my emails... Its such a bummer that verizon sucks so bad when they screw up. Customer service from a real human is non existent and when you do talk to a human they pass you off to someone else who inevitably drops the ball and you have to start all over. I'll probably never get my money owed to me, but I sure am going to publicize the terrible customer service.

Comments

kaebfly

Did they give you a reason as to why you were given less than the full amount? Such as the iPhone you turned in may have been a model not covered under the $650 promotion (not saying this is the case but don't know what model you had)? That's one reason you may have received less. But if you know you met the terms required and you have proof that your submission and purchase was done during the appropriate timeframe then definitely keep pushing for your full amount. Have the issue escalated. If necessary file a complaint. Some have said contacting the Better Business Bureau has helped. You can maybe search the forum for others that had the issue to see what they were successful at getting resolution

Verizon_Support

I am really sorry to hear your trade in promotion didn't work out like you expected, Andie46. I would be asking the same questions if I were in your shoes. I sent you a private message so we can tackle this and find a solution. I look forward to your response.

AnthonyC_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

Andie46

No, every time I call them, they tell me I did qualify for the 650 trade in and they tell me they are going to fix it and then they disappear. The very last time I called last week, the guy who helped me told me he would sent me an email with a number included that would reference to our conversation and no.... nothing. I have to start over every single time I call. I get the feeling they are hoping that if they put me off long enough I will give up. I will not forget this and I intend to publicize it as much as I can.

Andie46

I have already answered the private message and received no response.

Andie46

Im contacting the better business bureau. Absolutely no customer service was given. No one follows through. They all agree I followed all the rules for the promo but then they disappear and you get no where. Terrible service, shame on you Verizon. Ive been a customer for over 10 years and I regret it.

CHRISNSUE

This story doesn't surprise me at all. A few weeks ago I switched from a contract to the "new Verizon plan." When I realized I wouldn't be able to upgrade my phone to an iphone7 for $200 anymore, the CS rep reassured me that I'd get a $320 trade-in on my old phone, which would result in a much more affordable price than full retail for the new phones (although still not as good a deal as I would have gotten with a contract). She made NO MENTION of it being a promotion. I had no idea it was a time-limited deal. When I went to order a couple weeks later, my trade-in was now worth $71, making a difference of $500 for our two phones, and more than wiping out any cost-savings from the new Verizon plan. Even though I had the transcript IN WRITING in which I was promised that trade-in price, the new CSR I talked to refused to honor it and told me I was basically out of luck. I guess that's their answer to any customer service problems...

Verizon_Support

CHRISNSUE We want you to take advantage of special deals. We apologize for any miscommunication and like to see how we can help. Promotions are set to end at any given time without notice. Did you end up purchasing new phones or would you like for us to see if there are any promotions available to you?

SheritaH_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

psf2835

I feel for ya. I was to get a promo of 576 for my V10 trade in, gave me an old promo of 300. I have called, chatted (yes have all chats) emailed, etc. And I seem to be getting the run around. The 3rd month will be March, IF this is not corrected, I will contact the BBB to have it straightened out. I know I am only going to receive 300 as I had an email from them. And all contact info I have obtained along with chats and telephone conversations.

Momma23dogs

psf2835 wrote:
I feel for ya. I was to get a promo of 576 for my V10 trade in, gave me an old promo of 300. I have called, chatted (yes have all chats) emailed, etc. And I seem to be getting the run around. The 3rd month will be March, IF this is not corrected, I will contact the BBB to have it straightened out. I know I am only going to receive 300 as I had an email from them. And all contact info I have obtained along with chats and telephone conversations.

What promo was that? The only trade in promo for android was the $300 off promotion. Or briefly $400 off the pixel. Never saw any other dollar amounts.

If you traded in via device recycle program you wouldn't get that much.

psf2835

It was a Holiday promo in December 2016.. THE CSR even verified it. I know what I was to get with this holiday promo. Problem is I did this online, total regret, should have went to corporate store. When the CSR VERIFY that is correct but STILL do not correct THEIR mistake, something's wrong. This was for the LG V20, not ALL phones.

Momma23dogs

Do you have a copy or details on the promotion ? I agree with doing business in the store, sometimes the phone rep don't get all the information correct.

I suspect some part of the promotion was not done correctly, but without picking through the fine print, who knows.

BTW, if I had a dollar for every time the phone reps say, "sure You qualified the credit will show on the next bill..." I would have a bundle $$$$$. They placate, and pass the buck.

Don't mean to be doubtful, but I wouldn't be too bad off if I got a dollar for every time a customer said they were sure they qualified and did everything correct. Not to insult you, please. These promos can be picky and tricky. And if the reps misrepresent them, the customer really gets screwed over.

psf2835

Oh, I do have proof of the promo. And I'll be patient, March comes and it's not corrected, won't bother with the CSR will just go directly to BBB to get it straightened out. Everything was done correct on my end. How would one click on the promo and it show as a different one? Unless Verizon reps did it on purpose. So, just advise people if they don't get their promised promo, just go to BBB and file complaint. Oh and YES, I chatted and double checked and the V10 DID qualify as a trade in for this promo. And I refuse to get screwed by VW.

tdperry

Don't feel alone.... for the past 4 months I've been fighting with Verizon when I did their promotion when the iPhone 7 first came out. Paid off the contract on my wife's iPhone 6 Plus, had to order the new 7 Plus and wait for it to come in. Never got a box to ship the old one back and when I went in was told that it wasn't showing as eligible since the contract was not paid off. But further investigation revealed that it WAS paid off but in one of their systems it still shows as not being paid apparently. Been getting a run-around each time I go in to have it taken care of (plenty of notes on the account about it). I'm just about to the point of taking them to small claims court for the amount that is due. I've decided if they can't get it fixed by next week (each time I've gone in I've been promised that it would be resolved by the next week) my only recourse will be the small claims action.

And my purchase WAS done in the local "official Verizon" store.

Technically in my opinion they've breached my contract, but I really don't want to leave to another carrier as I've been with Verizon since they purchased out Alltel locally.

Momma23dogs

tdperry wrote:
Don't feel alone.... for the past 4 months I've been fighting with Verizon when I did their promotion when the iPhone 7 first came out. Paid off the contract on my wife's iPhone 6 Plus, had to order the new 7 Plus and wait for it to come in. Never got a box to ship the old one back and when I went in was told that it wasn't showing as eligible since the contract was not paid off. But further investigation revealed that it WAS paid off but in one of their systems it still shows as not being paid apparently. Been getting a run-around each time I go in to have it taken care of (plenty of notes on the account about it). I'm just about to the point of taking them to small claims court for the amount that is due. I've decided if they can't get it fixed by next week (each time I've gone in I've been promised that it would be resolved by the next week) my only recourse will be the small claims action.
And my purchase WAS done in the local "official Verizon" store.
Technically in my opinion they've breached my contract, but I really don't want to leave to another carrier as I've been with Verizon since they purchased out Alltel locally.

"Paid off a contract". You cannot pay off a contract unless you leave Verizon service. Do you mean you paid off Device payments? Only Edge/Device payment plans can be paid off.

Any customer under contract at the time they activated the new phone was not eligible for the iPhone upgrade promotion.

Breached a contract? You would have to have one that backs up what ever it is you think you are entitled to. If you have device payments, then you are not under anything other than the terms of service, which favor the carrier.

Promotion terms are strict and favor the carrier.

tdperry

mama23dogs wrote:
"Paid off a contract". You cannot pay off a contract unless you leave Verizon service. Do you mean you paid off Device payments? Only Edge/Device payment plans can be paid off.
Any customer under contract at the time they activated the new phone was not eligible for the iPhone upgrade promotion.
Breached a contract? You would have to have one that backs up what ever it is you think you are entitled to. If you have device payments, then you are not under anything other than the terms of service, which favor the carrier.
Promotion terms are strict and favor the carrier.

Really hate to bust your wanna- be bubble, but yes, a contract, the contractual obligation that you ENTER when you participate in the edge program. You know, that little piece of electronic "paper" that you sign agreeing to the payments. That is called a contract. [Removed]

And yes, they breached their contractual agreement with me since I had all devices already paid off when the new phone was ordered and 2 weeks before it arrived and was activated... and they FAILED to complete the agreement of the rebate that was promised in their promotion (of which I had already participated successfully with my old iPhone 6 that I used) as the iPhone 6 Plus was complete in it's outstanding balance (and yes, I have receipts dated for the payoff, the new phone order and I have the paperwork that shows the active promotion at the time).

[Removed] the statement that the device payment plan was completed PRIOR to the fact of the upgrade. That's what "paid off the contract" (you know that thing you agreed to to participate in the EDGE plan) means. The EDGE payments were completed by one lump sum payment PRIOR to the transaction of the new order being placed.

inappropriate content removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

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