Phone Upgrade Problem

[JS4269]

Hi all - I received a promotion from Verizon to upgrade my iPhone 13 to an iPhone 15 for $100 and a 3 yr contract. I attempted to complete this using the Verizon website chat and the chat person was unable to payoff the current contract on my iPhone 13 (which had a remaining balance of about $360). The chat person told me to call Verizon the next day to get it paid off and then they could complete the new deal.

I called Verizon and paid off the existing contract. But after payoff, the new iPhone 15 deal was no longer available. I therefore lost about $150 in credits by paying off the iPhone 13 early based on a recommendation from Verizon and now Verizon refuses to reinstate the contract deal on my iPhone 13.  I would still want the iPhone 15 deal or at least reinstate my iPhone 13 contract.

Is there any way to fix this with Verizon?

[vzw_customer_support]

JS4269, I'm sorry that there was trouble trying to complete that upgrade deal. We can take a look at a few things together, and the best way for us to do that is via a Private Note. I'll be sending you one shortly. 

-John

[JS4269 · Accepted solution]

Update:  Verizon customer service contacted me and solved my upgrade issue to my complete satisfaction.   Thanks to John and Freddy at Customer Service.