Verizon offered an iPhone 12 trade-in pre-sale promotion of $440 for your existing phone, divided into a 24-month bill deduction. So, we decided to trade in two of our phones. Both phones qualified for the $440 trade-in. We ordered two iPhone 12s. They both came on the same day. We returned our trade-in phones that afternoon, using two separate return boxes with UPS labels. We tracked the boxes, and they both showed up at the Verizon return office at the same day/time. My phone was examined and approved for the $440 credit within four days. My wife's phone has never been approved/disapproved.
This was six weeks ago. I have chatted/talked with at least six Verizon agents since then. They affirm that the phone was received, based on the UPS documentation. I worked with each agent at least an hour, some longer, attempting to resolve the issue. At least four agents "gave me their word" that the issue had been resolved, that I would see the credit on my next bill. Well, guess what, I still haven't seen the credit. It's now being "investigated" to see what happened to the trade-in phone. If you haven't found it in five weeks, what makes you think you will find it in one more week?
This is really simple. Either give me the $440 credit for the trade-in phone, which was in very good condition, or return my trade-in phone to me. Oh, that's right, you can't return my trade-in phone because you lost it!
It felt good to vent on a community forum. We have been Verizon customers for over twenty-five years. My takeaway from this is that none of the agents that I have talked to/chatted with have very little authority to resolve any issues that a customer has.
ltrogdon, We know the importance of ensuring you receive your expected Trade In promotion. Our sincere apologies that the device has not ben found. I have sent you a Private Message. Please respond at your earliest convenience.
TanishaS_VZW
I don't see a private message that I haven't opened.
My apologies, Itrogdon! We know how important it is to resolve your concerns, and we want to help. I will be sending another message, so we can continue working to get this taken care of.
Thanks,
MichelleH_VZW
I’m having the same issue. Sent my phone to them in November...it’s January 24 and I’m still trying to get my credit. Have you received yours yet?
It is essential that we sort out what is happening with the trade-in, Elmoreac. Since we will need access to non-public details, we have sent you a Private Note to continue.
GeorgeS_VZW
Between charging me for a "free" iPhone and this guys issue, Verizon obviously never intends to honor any "offer".
This sounds like a really rough situation. We always want you to get any promotion you qualify for, Let's get to the bottom of this. Please send us a Private Note for assistance.
Same issue. I traded my Note 9 in for a Note 20 Ultra and was to get a $400 trade in promo but now they're saying I'll get $150 and they can't find that promo in their system.
Let's get to the bottom of this and make sure that everything is correct regarding this promotion. A private message has been sent to assist you further.
Same here, 3 new phones, one got credited with the trade-in... the other two not even after 3 months and at least 10 calls totaling 15-20 hours. Each time the rep promises that they will have it taken care of... then a week or two goes by... nothing. I call back, explain it all over again... nothing... and so on. While each rep is friendly and understanding, it is inconceivable that no one can actually fix this.
That is a lot of time to spend, bhse26. I'm sorry for the amount of time it's taken and the number of phone calls. I know the importance of needing to have the trade-in credit that you need. We do want to find a fix to this. I'm going to send you a Private Note. Please respond to that note for me. KevinR_VZW
I'm having the same issue. I sent my Pixel 3 XL in December for trade-in. Shipping says it was delivered December 13th via USPS, but I still haven't received my $400 credit.
I called customer support and they don't even have a record of the phone in their warehouse by device ID, despite the tracking saying the phone was delivered to the trade-in facility.
We want to make sure that we get the answers that you need. We want to also ensure your privacy. Please click the link to contact us in a safe arena. https://www.verizon.com/support/contact-us/?adobe_mc=MCMID%3D50943468827832129160392274857956965119%...
I feel your pain...and then some. My daughter's phone was approved for the same promotion in late November 2020 and sent her phone in early December once her new phone arrived. The tracking number shows it was received, however they could not find the phone after that. I called for months trying to get it straightened out, spending many hours on the phone. First we were told to wait two billing cycles. Then told to wait longer due to the business from the holidays. Call after call. Finally on June 14, 2021 we spoke with a competent rep that figured it out; they gave us a label to return a phone instead of trade in a phone. She verified we were eligible for the $440 promotion and said it could take up to 5 business days to start seeing a credit. Two weeks later, no credit, no contact, nothing. After spending an hour on the phone they now say were weren't eligible for the promotion because we had to upgrade our unlimited plan to a premium plan. After 7 months and countless calls they come up with that, which not one representative mentioned before nor do I recall ever seeing that requirement for a trade-in on an existing Verizon account. So I asked for my phone back, but they can not locate it. Apparently you need to make the request within the first 30 days...despite them telling you to wait at least two billing cycles (60 days) for the credit to appear?! Bottom line is we got nothing for my daughter's iphone 8 plus that she sent as a trade-in, nor did we get the phone back.
Same thing IS LITERALLY HAPPENING TO ME, I’m on my 3rd representative myself.
ChickFilAye, this is never the experience we want you to have. Making sure you receive a resolution for your device trade-in concern is important. Allow us the opportunity to take a look at the details. We have sent you a Private Message. Can you please respond to that message? Thank you.
Same problem but sent 2 phones with $950.
Verizon has a problem in their Dallas facility.
Too many phones are being received there and then the phones go "poof"
Not hard to figure out what is happening
So it looks like they finally put my trade-in credit on my account, however now they're removing the device payment credit and saying those Black Friday promotions ($300 off my phone purchase and $400 trade in value for my phone) cannot be combined and I can only get the greater of the two.
It's funny because nowhere during the purchase and trade-in process did it say that and the advertising was such that you could get up to $700 off the phone.
I have also been experiencing the trade-in nightmare. I've contacted several ways and keep running into the same "technical difficulties" and "dropped" calls, it's becoming evident this is a ploy to try to keep people from receiving the trade in offer as promised. I received emails showing proof of the carrier receiving the device and proof it was delivered to the return center and yet the trade in status isn't showing it and I'm receiving emails stating I still need to return the device, which as stated, I have proof this has all occurred. I was told 3-5 days and now it's been a week. 😞 This is terrible so many are experiencing this, what bad business practice!
Hevnsprncs, thank you so much for sharing your experience with us. This is not the type of experience that we would want you to have. Our goal is to make sure that you have the trade-in offer that was being provided. How long ago did you upgrade and sent in your old device?
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