I added a new line in December 2023, moving over from T-Mobile. I took advantage of a promo to trade in a device for a free GalaxyS 23….. I have the receipt from the trade in. I am being charged every month since then for this device, the promo isn’t there. I called to try and resolve this more than once. First time I was told that the store made an error marking it as an upgrade rather than a new line and it could take up to 3 months before I see the discount…. Ok… 3 months later.. no discount, still paying for this phone… I call again on March 11th 2024…. On the phone for an hour, provided the invoice number, tracking number, everything from the receipt from trade in…. The person who I spoke with was surprised I had this info… but I have it and still no discount….. WHAT IS GOING ON. This phone is supposed to be free and I’m paying installment payments still and you took my trade in???? Please someone help me get this straightened out. It’s supposed to be a free phone and it’s saying I owe 700 something dollars I would’ve never opened a new line if I knew it wasn't a free phone…. now Verizon owes me technically all these payments on this device I’ve been paying that I can’t avoid because obviously if I don’t pay the bill well then I get charged a late fee and service suspension…… I feel like I should seek council at this point….
We're sorry to read about the situation with your phone purchase, and we don't want you to take anymore time worrying about this trade in offer. We will do what we can to get this resolved. We will be sending you a private message. ~Peter
UPDATE - my situation has fortunately been resolved. The community forum has been the most effective way to be heard. I was able to share an image of my trade-in receipt with Verizon. After they did some searching, they located my trade-in device and applied the promo credit to my account along with the difference I’ve paid towards this phone for the past 4 months on my next bill. I’m very glad it was resolved. Keep your receipts! Take photos of your receipts! Next time I will take a photo of the device I’m trading in too (specifically the IMEI number/ serial number).
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