Trade In Adjustment

[ChristaJones01]

In October 2020 I traded in my iPhone 11 for the new iPhone 12 pro. I'm very aggravated with the whole trade in process. I was never given a significant credit for my trade in. The phone was paid off and in excellent condition. I have called the Verizon store several times and customer service and still I still do not have any answers. Now on my phone bill this month it is a outstanding $385 for just one phone line. Now I am seeing a trade in adjustment fee which the Verizon sales rep told me I wouldn't have to worry about. I have done the online chat and tried calling Verizon and I still do not have a solution. Could someone possibly help with this?

[vzw_customer_support]

Hey, ChristaJones01!

I would be glad to assist with figuring out all the details regarding your trade-in. Please reach out in a Private Note for assistance, so that we can collect some more information.

CelesteR_VZW

[ChristaJones01]

Yes I would greatly appreciate some help!

[kaitlinsizemore]

I'm going through the same thing right now. I have called 3 times and I keep getting the "run around." 

[vzw_customer_support]

We always want our customers to get the best value for their trade-in. What exactly is happening with your trade-in? Have you tracked the status here www.vzw.com/tradein. - AlbertoR_VZW 

[Johndush]

Hello. I just switched from att to Verizon yesterday. I traded my older iPhone 7 Plus and was told by the website and the rep himself that is her $350 for it. So I literally just got my first bill after having Verizon for about ummm idk 29 hours may be lol and saw it there that they paid $70 for my trade in? There is a lot of issues that i don’t wanna put here just yet but I’ll be calling the customer service today and put a complaint about the store manager who was such rude person and the rep that f...d my trade in and all. 

 

[nirender]

Placed an order today and wanted to take advantage of the device promotional credit. The device to be used for the promotional credit is not the one in use.  The sales rep did not include it in the sales receipt. He also charged me for Total Mobile Protection which I did not request.

How do I fix these issues.

Nirender

[vzw_customer_support]

Johndush, we want to welcome you to the Verizon family and we are sorry to hear about your experience. Can you please let us know if you have received a resolution for your promotion and account concern after you contacted Customer Service? 

[nirender]

I believe it is in hand but will know better after we enable the new devices and ship the existing ones back.

Nirender

[vzw_customer_support]

We always want our customers to get any offer and promotion they qualify for, nirender. We are here to assist. 

What did the promotional offer provide to you? Also, where you able to cancel the insurance on your line? That coverage can be canceled at anytime through your My Verizon account when reviewing your add-ons.

StevenG_VZW

[nirender]

Update on my situation. After shipping the device back, and after several calls I found out the following

• The device adjustment had been tied to another of the lines we have in our family plan
• Verizon had valued the device at $0
• A correction was submitted to apply the device promotion to the correct device
• The correction was applied and that Verizon were trying to contact me as per customer support (not heard anything verbally or by email)

I will know for sure if the correction was applied on the next bill.

[vzw_customer_support]

We appreciate you sharing the update, nirender. We look forward to this solution working correctly. Please let us know if you have any further concerns or questions.

GeorgeS_VZW

[nirender]

Here is my latest update, and since I am posting all is not well. Received my latest bill and it is the same as my last bill. No promotional credit has been applied! Despite being told that it would. The most disappointing elements of this sorry saga are

- I sent in a perfectly good device that Verizon assured me would qualify for the promotional credit but was valued at $0 (zero) and I have no way of getting this device back.

- Verizon assured me in early March the promotional credit was applied and I believed the representative.

So, like many others I now believe that Verizon have mislead me.

Nirender

[Quint456]

I have been told the same thing. Ive waited two months for the credit apply to my account but it never did. Ive been paying all my bills on time and especially now when the promotion was around! Please help me?

[vzw_customer_support]

Quint456-

We certainly want you to get your trade in credit on time. It takes 1-2 billing cycles for a trade in credit to apply on your bill. We can certainly look into your promotion status. Please send us a Private Note to better assist or contact us directly at the following link www.vzw.com/contactus

-Angie

[Johndush]

I’ve talked to a rep for 1 hour 22 min and he promised me “ I was gonna get $70 off next bill and after that $350 credit would apply to my account every month” I purposely asked him twice since the lines are being recorded that if he was sure about the totals and how the process was going to be processed like he told me so he said YES. 

so basically seems like now I’m getting 70 plus 350 so $420.00 ( 70 next month like I said and the 350 over 24-30 months can’t remember exactly) and I’ll just have to keep checking my bills every month 

[WashingtonWill12]

It has been a while did this get fixed? Sometimes the base trade in value shows up front then the system adjusts it to the promo price like $350 later. Is that how it went for you?

[Rickjamez402]

Yeah I was told I’d get $750 off my iPhone 12 Pro 512 GB if I traded my iPhone 11 Pro in mint condition & now they say they apply small amount to each bill instead of $750 off at once & I switched from T-Mobile and was only paying $45 unlimited everything 

[WashingtonWill12]

Yes it's over 24 months for the credit which does show on the trade in process. Doesn't make it awesome but it's there under the trade in value. If you didn't hand it in at the store or send it yet you could cancel and sell it on Swappa and use that cash to lay it down yourself if you want.

[vzw_customer_support]

We want you to get any 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.

[vzw_customer_support]

My apologies for any issues that occurred.  We always want you knowing all the details regarding any promotion.  Feedback can also be filed regarding what occurred.  The majority of our Trade-In Promotions issue monthly credits over a 24 or 30 month period at this time.  Here is more information:

https://www.verizon.com/support/device-deals-faqs/

https://www.verizon.com/support/how-to-recycle-device/

https://www.verizon.com/support/trade-in-program-faqs/

It's our goal to make sure all issues are resolved.  Are you receiving the correct $750 total credit amount (broken up into monthly payments)?  Did you have other questions or issues that we can assist you with?