Promo Trade in value not honored

[Jhart32589]

Verizon was offering $1000 trade in credit for upgrading to the iPhone 16 pro max so my wife and I used this opportunity to upgrade our older 12 Pro Maxes. We both had identical phones both in perfect shape having been in cases since they came out of the box. I dropped the old phones off at different Verizon stores a few days apart because my new 16 Pro Max was defective out of the box and I had to get a replacement. When I dropped my wife’s phone off the employee who helped me at the store turned it on, confirmed it was factory reset, and said everything looks good and you’ll get your $1000 credit. He did not give me a receipt and I didn’t know that I was supposed to get one until I dropped my old phone off a few days later at a different store. The day after I dropped her’s off I got an email saying that I was only getting $210. The store called me the next day saying there was an issue and they needed access to my account so they could fill out some form to get me the $1000 credit. I thought the problem was resolved. In the past two months I’ve gotten multiple texts and emails telling me to turn my device in even though it’s been turned in for a while now. Fast forward to two months later I get an email this morning saying Verizon has finally assessed my device and only credited me $210 for it. If I had known this I would have kept the phone and sold it myself. I’ve been a loyal customer for 17 years but this has left a bad taste in my mouth for Verizon. This definitely feels like deceptive sales tactics. I’m prepared to fight this and will lodge complaints with the FTC, FCC, BBB, USA.gov, and even take this to small claims court if I have to. 

[vzw_customer_support · Accepted solution]

Thank you for being a long time customer with us. We are happy to take a look in to the promotion for you. We will send you a Private Message to better assist.

-Kristen

[SynthpopAddict]

I made a different thread in which I stated these promotions need to have the wording changed to say UP to $1000 for a trade-in.  If Verizon was truly giving away $1000 for any trade-in, people would be bringing in all manner of cheap, broken, or otherwise useless devices and getting free money.  Have to agree with the OP here, it's misleading.

[Jhart32589]

They handled it quickly and professionally. I hate that it had to take this to be resolved but I’m happy with the resolution. 

[chapman4]

I have had a similar issue. We signed up for the promotion as an existing client upgraded to the unlimited plan with a commitment of 36 months, and turned in my wife's 15 pro via a box they sent us in the mail. We have called them 5 times now. the 1st time they were not giving us credit for the turned in phone and they could not find it, eventually they would and then try to apply the promo and would say they did but then never would. So finally after 2 more calls I got an American person who was able to apply the promo and resolve the issue. And give us back the credit for the months they missed on the promo.  However when another person on our family plan was not given her credit they kept saying that her credit when to us even though we both turned in phones. Eventually they said theirs was resolved but the very next month they charged us $457 from what they called a trade in adjustment with no explanantion. I immediately called Verizon and the rep said this was an error and they were going to take it off. However the payment went through and they have no plans to credit it back in the next bill so I have to call again to get this resolved. This is fraud and I have already filed a report with the FTC and will be taking our entire family line to TMobile as soon as possible.

[vzw_customer_support]

Hello chapman4. Not receiving a promotion that you qualified for is not something we want to hear. We will be sending you a private message so we can address your account concerns.

-Toni