Recently upgraded my wife's line from an iPhone 11 Pro 64 GB to an iPhone 14 Pro. When I purchased the phone, I did not get a prompt to also trade in her existing device. So when I went back to do a trade-in, she was given only $223 in credit. Separate orders. I didn't think too much of this at the time, but the longer I thought about the more I realized she should have received $800 for the trade-in program, just like I did on my phone line. I think the problem is that since the phone wasn't returned on the same order as the iPhone 14 Pro was purchased, it didn't flag the return for the promotional credit. I called support and spoke to 3 different agents and tried to explain this, but frankly none of them understood my problem or knew what to do to fix this. One told me when I send in the phone it will be "adjusted" and I would get $800 instead of $223, but I don't trust this at all.
Anyone have suggestions or know how to navigate this to fix it and get the additional credit?
This happened to be as well. I upgraded my iPhone XS Pro Max 512GB to an iPhone 14 Pro Max 1TB during the promotional period, which also required me to upgrade my plan to a 5G unlimited plan. However, to my dismay, I was contacted by Verizon today where they informed me that they were not honoring my $800 trade-in, and, instead, they were valuing my trade-in at $171. I would not have ordered the new iPhone if I had not been enticed by the $800 trade-in of my old phone. In fact, after nearly 30 years of being a Verizon customer, I am seriously considering moving on if this is not resolved. Thank you for posting your story. This gives me hope that I’m not alone.
I’ve had similar issues with my trade-ins - and if you browse these message boards you will see your story echoed again and again. If we want to be part of the solution I think everyone should report their issues to the regulatory authorities or at least formally escalate them within the Verizon corporate structure. How many people just get frustrated and don’t follow through and lose out on huge trade in credits? I suspect it’s a lot and Verizon is pocketing the savings. Either Verizon is grossly incompetent or they are engaging in unfair trade practices with is illegal. Someone needs to get to the bottom of this and protect the consumer.
I found the following information on Reddit for escalating concerns:
Avoid more endless waste of your time and patience, and get Verizon's attention with a Notice of Dispute and FCC and FTC and state consumer protection complaints (you can basically just rehash this post, though more polished, and paste the content into each complaint):
(Remember, it's cheap for them to waste your time with some low level "customer service" rep. But when your complaint takes up the time of their lawyers and regulatory people, then you're eating up actual money of theirs.)
That will escalate the issue to the right people.
And if that doesn't fix it and give you the opportunity to trade in your old device as agreed, then you can escalate it to a small claims court filing.