I traded in an iPhone 6 Plus in near perfect condition. Somewhere along the way, it seems a small crack developed on the bottom of the home button. It was NOT there when I packaged it up and sent it. I put it in their protective packaging and inside a box with additional protection. I traded it in on an iPhone 11 Pro Max. Verizon is continuing to garner every penny they can from their customers. It seems to be getting worse as the years go by. I have been a loyal customer and have spent a small fortune on Verizon since 2005. This is by far the worst experience I've ever encountered to date. Thinking of switching carriers at this point. This was the last straw.