I began receiving calls from a local Verizon sales rep a couple months ago offering a deeply discounted iPhone if I traded in my 12 Pro Max. I let her know that I would only be interested in upgrading on those terms (my previous phone was working perfectly) and agreed to visit a store in person.
I repeated to both reps I talked to at the Verizon store that I would *only* be interested in upgrading if I could receive the full trade-in offer, and that if there was any chance that it would be lower, I would stick with my 12 Pro Max. Every single person I talk to promised that I’d receive the $830 trade-in. Today, I see on my account that only $230 was credited. The phone I traded in was in pristine condition so there’s no way that it was a device quality issue.
Oh, no! We are truly sorry to read about your recent store experience. Dealing with trade-in credit issues can be overwhelming. Verizon is here to help.
For more info check out our trade-in FAQs: https://www.verizon.com/trade-in/faq/.
We sent you a Private Message, please review at your earliest convenience.
~Gilbert
Same issue, they promised me $830 at the store level for a 13 pro and a 13pro max. First bill came and was only given $415, after multiple chat agents promising they had fixed it. Only way was to change to a qualifying plan. Probably going to close my 4 lines. It was a good run with verizon
Hello, Davbet123. Help is here as we would never want to see you leave us. Many of our promotional discounts do require a plan change. My apologies to hear this information was not communicated when you visited the store. We do want to see you recieve your full credit but to set proper expectations, the plan change is needed. Are you interested in making the plan change?
-Natasha
I was also offered an $830 "loyalty credit" (not trade-in) and was told that no plan change was required. However, after I bought the phone, I realized that I received a loan document for the full amount of the device, and there was NOTHING in writing on my account about the credit. After talking with someone on the phone at length, they told me that the credit would only be applied after they received my old phone and "reviewed" it (but remember this was not a trade-in offer). They said it would take 1-2 billing cycles. At that point, it will be too late to return the phone. I am not sure I should trust them as they refuse to put the credit in writing.
Hello JKatG, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.
~Ivone
Hi, I was promised with $830 as credit with no trade-in per line and with trade get additional around $180 per devices(any condition) but it never reflected on invoice even after sending devices.
Oh no! We definitely want to make sure that you get all eligible promotions as promised. I'll be sending you a private message shortly to collect more details.
-Necia
Hello, I received an offer for $830 trade in value for ANY iphone, ANY condition with no plan upgrade required. We did this for 3 of our 4 phones. (iphone 13's). Just got the bill and they only gave us $415 credit for each phone. I just called the help desk and the guy took forever trying to help me, basically just tried to get me to upgrade my plan. I finally asked for a manager and while waiting on hold for them, I was disconnected. I am so very disappointed in Verizon.
Hi there jennyn37! We certainly want you to get the promotion you signed up for. I am happy to assist you here. I will be sending you a private message so that we can further investigate.
-Erica
i just transferred prviders... on the trade in any device in any condition. I gave the description of the issues of the 14 pro max. i got the invoice and stated was $178 credit... activation was to be credted. the iphone 16 pro max on another line isn't fully activated nor the 10 series watch and spent multipe days and over 4 hrs the last day and sd unfortunately i can't help you and that was a tier 2 technical support agent...
Truly should have srayed with rhe other provider and updated phones... It's soinfuriating!!! I've spent over 30 hours on chats from setting up acct to all of the issues, and I can't call due to laryngitis of over 6 weeks
This is certainly not the welcome we would want for any customer moving to Verizon, smb3333. I am sorry to hear about all the trouble in getting your devices activated, and I am here to help. We will need account access to assist, so please be on the lookout for a private message from me.
-Joseph
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