$580 trade in promotion not being honored

[nstzlogman]

I purchased a new iphone 12 in December with a trade in promotion of $580.  I did not receive a return mailer in a timely manner so I contacted Verizon and they sent me a mailer and gave me a submission ID.  I mailed the trade in and got receipt confirmation.  When I checked the status of the trade-in, it stated a value of $52 which would be credited to my account.  I contacted Verizon by phone and was assured that I would receive a $24.17 credit/mo for 24 months.  I checked my upcoming bill and the credit was indeed present.  When I checked my upcoming bill again a few days later, the credit disappeared.  Between online chats and phone conversations I have spent in excess of 4 hours trying to resolve this issue.  I think that the person that sent me the mailer gave me a new submission ID not associated with the original promotion so it looks like it was a regular trade-in.  Once my current phones have been paid off, I will be switching providers.  

[nstzlogman]

Received the following "concerned response" but no link to click on:

I am a consumer on a budget, and I sincerely understand your concerns regarding the promotion outlined in your post, nstzlogman. We would like to review your account for eligibility on the trade-in promotion and add the promotion for you. 

We can access the account via a secure channel and assist you further if you verify the account. Please review the disclosures below and authenticate at the link provided for further assistance. After you verify the account and have access to the secure channel, only reply to the messages in the secure channel, please. - AntonioC_VZW

By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:   (Blank)

[vzw_customer_support]

My apologies that the link did not come through as it should have. I will send you a Private Note with the link again, so we can make sure things are addressed properly. 

-NoahS_VZW

[dsime55]

I also traded in two iPhones for the iPhone 12 minis with the promise of $580 trade-in each. So far it's going to the third bill and no credit at all for my phones.  When I click on the email link to show the status nothing has changed. It shows that they received my devices and $0.00 final value which was the same amount shown even before they received the devices. when I called Verizon the person said there was some type of mess -up where she sees the promotion for my account yet somehow it was not going through. Verizon, too many people are complaining about not getting promised value for their phones. You need to fix this or stop the misrepresentation of your special promotions! 

[vzw_customer_support]

Dsime55, thank you so much for reaching out to us and making us aware of your situation with your recent trade in of an old phone. I know that I would be concerned as well. We would love to take a closer look at the account details and the trade-in information. I've sent you a Private Note. Please respond to that message. -KevinR_VZW

[ok910]

I had this same issue. After several months (4 so far), still not resolved. Such a shame a company of Verizon's scale cannot honor basic agreements.  Our business is your privilege.  Would love to keep escalating this and talk to an actual person that wants to improve their businesses customer service reputation. Extremely disappointed I pay money for agreements that aren't held up on the companies side.  

[vzw_customer_support]

We are sorry to read that you are having issues with your account, as we always want to make sure that you receive the best experience with us. Could you further clarify what issues you are having?

AlfredoL_VZW

[nstzlogman]

AlfredoLVZW,

Your response that you are sorry that I am having issues appears to be disingenuous given the fact that I have spent many hours on the phone and by chat describing my issue to customer service and you do not have any record of my complaint. We are going on 3 months of me trying to receive $580 promotional credit each on my bill for the purchase of 2 iphone 12s and their concurrent trade-ins.  I have never received any feedback from customer service on the progress of my inquiries. Please provide me with an email with which I may contact you to fully describe my issue.  I can not spend any longer on the phone or chat with customer service. Obviously, those two methods of contact provide no record of my communication, otherwise I would not have had to explain my situation over and over again.  I will only describe my situation by email so that I have a documentation of my contact with you and documentation of your response.  To reiterate what I have said in previous posts, I consider Verizon to have the worst customer service of any company that I have ever dealt with.  Your commitment to a lifelong customer should be foremost in priority.  Seeing all the complaints on this community bulletin board should dissuade anyone from doing business with your company. I shall be surprised if I  receive any response to my request for an email contact as I am certain that you do not want any written record of my complaint.

[vzw_customer_support]

This is definitely something we want to address fully. There is not an email address you can use to contact us directly, but we can still work here. I will send a Private Note, so this can be fully addressed without the need for you to call in. 

-NoahS_VZW

[KH-OrnEsh]

to respond to a private message you can hit the reply button, or click on the username of the sender (or anyone on the community).  This will take you to their Profile page where you will find a link to send a message.  

[nstzlogman]

I received an email for a private message with no instructions on how to respond to the private message.  There is no link.  Could you guys make it anymore difficult for me to respond to you?   At least send an email that I can respond to. 

[bloominbb]

I have this same issue. Purchased two new iPhones around Black Friday AND upgraded my plan with the promise of - in my case one was supposed to be $579, and the other trade in (the 7 Plus) was $699. The current phones were working fine, and the only reason I took the leap and did this was because it was such an incredible trade-in value. Well, the promised return mailer did not show up, so I followed up, and they sent both. I have yet to receive my promised promotion, despite having spent many hours on the phone with various representatives who are all very nice and assure me that they are going to take care of me. My last call, the Verizon representative told me that there had been a "handful of the $579 promotions that didn't process correctly." She said a supervisor would review the original phone call and then contact me within 72 hours. I said "Are you sure? Someone will call me?" She promised someone would contact me within 72 hours. I was so appreciative, since I'm constantly the one having to wade through the voicemail menu and then explain, again and again, the original situation, to whichever new person I happen to reach on that particular day. Did someone call me within 72 hours? No. Of course not. It's now been a month and still nothing. I have been a loyal Verizon customer since 2005. 16 years. I'm incredulous that a company would treat a 16 year customer this way. And the thing is, if it were $100 I'd just chalk it up to an unfortunate thing and let it go. But this is $1200+! Not sure what my next steps will be. Maybe the Better Business Bureau? Consumer Advocacy group? If anyone has any suggestions, I'd love to hear them. Suffice it to say, I have stopped recommending Verizon to friends and family as a provider. Long term relationship quickly dissolving. 

[nirender]

I completely understand how you feel. A customer service representative reached out to me around April 6th. I got on a chat session and I found out that the promotional offer that had been submitted for review was based on me taking a new line. I could not believe this as we have had this line at Verizon for many years. The best guidance I was given was to call the trade in team at 18004168894. I did call this team and she confirmed what the representative had stated on the chat. I asked why the promotional upgrade was based on a new line when the line I was upgrading had been on my Verizon account for many years. Anyway the representative was having issues submitting the request for the correct promotional upgrade. She promised to call me back in two to three hours. The representative texted me to tell me she would be calling shortly and did call me.

I was informed that the promotional upgrade had been successfully applied and I will see it reflected on the next bill. I will have to wait until May now.

if it is not resolved then, I will decide if I want to move two off my lines away from Verizon.

[vzw_customer_support]

We always want to make it easy to do business with us and get the proper promotions. We greatly appreciate the last 16 years you have been with us. Please send a Private Note and we can offer you more personalized support to get to the bottom of this once and for all! 

[jmartin9]

I was on the phone yesterday with an Agent for 45 minutes, plus another 35 minutes. I had a call at 10am and had to hang up. This was not resolved as there were issues on Verizons end. I didn't get an email, a call back- you guys just ghosted me. Really disappointed in the costumer service. 

[vzw_customer_support]

Hi Jmartin9,

We always want to provide exceptional service at all times. Sorry to hear that this did not happen and we want to ensure that your issue is resolved. Can you provide us more details on your issue? 

Thanks,

PamelaF_VZW

[jmartin9]

I have called 2 times now and spoke with verizon representatives. You can see the notes as the last agent was able to review notes from the call. Yesterday the agent promised a call back with a text before hand. Guess what happened? No text, no call, no solution. I'm waiting for a shipment from Verizon to send my old device back as I already have the new iphone 12 from Verizon. I'm at a loss with the incompetence's after 18 years with Verizon. Unreal. My time invested in getting this straightened around is 5+ hours, and it's still not resolved.  

[vzw_customer_support]

We definitely want to make sure you're provided with a resolution. Specifically, what promotion were you attempting to take advantage of? Did the promotion fall off of your account, or are you running in to eligibility issues?

[Ness31]

This has happened to me for the last three months. I did the promotional for two phones on Dec 31st.  I spent hours and hours trying to get this corrected. Each rep just says it’s a system issue and then credit my bill for the month for the promotion. I have to call each month - how is this possible? And to add right now I don’t have cell service on any of the iPhone 12s in my own house. When not in the house I do- but in my house I don’t 

[vzw_customer_support]

We want you to get every promotion you qualify for. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.

[Verizon7734]

As you can quickly see from reading through this forum, Verizon has a pattern of failing to honor their promotions and burdening their customers with unnecessary aggravation and frustration. Unfortunately, you will likely waste hours on useless customer service calls attempting to get this resolved so please make sure to file claims with FTC (reportfraud.ftc.gov) and FCC (consumercomplaints.fcc.gov). Also be sure to warn any colleagues, classmates, friends, and family members that may be considering Verizon.