iphone 13 pro trade in nightmare!

[ozgurozdemir]

We were happily using AT&T for 4 years until we saw the Verizon ads saying that if we switch to Verizon and bring our old iphone to get a new iphone 13 pro, we could get a $800 trade-in credit. Even though our phones were working perfectly and were in excellent condition, we loved the idea of having a new iphone 13 pro and the trade-in credit that Verizon offered.

The whole switching process was a nightmare, we spent at least 12 hours on the phone with Verizon customer service to fix things. We had ordered two iphone 13 pros and two Verizon unlimited plan lines along with them. However, one of the phones came with an opened box, the seal was broken so we had to return it. The whole return/replace process took weeks as so many different representatives gave us wrong information on the phone and could not fix the order for a while. Finally, they fixed it and sent us a new phone with an unopened box, but this time we are going through a nightmare with the trade-in credit of the other phone! The phone that we sent them was an iphone XR which had appeared eligible for a $800 credit. My phone was in excellent condition; no scratches, no damage or replaced parts, so I was expecting the full $800. Yet, a $139 trade-in credit was applied to my order today (Nov. 23, 2021) and I am in complete shock and frustration right now. I never assumed I would have any issues with the trade-in as I thought Verizon was a high quality service company and a big name out there. But this was a naive thought and a very expensive mistake on my end! I would never ever trust Verizon again and I would never recommend it to anyone. 

I paid so many fees to Verizon already, I spent more than 10 hours on the phone with Verizon and I feel that I am a victim of a fraud. I am furious right now and I regret that we switched 😞 If this is not resolved, I will tell everyone that this is a complete fraud and take this onto arbitration.  

[JGautier72]

I am dealing with the same situation.   After almost 20 years with ATT, I decided to switch to Verizon to take advantage of a promotion that included a $500 Gift Card for porting my phone number from another carrier plus $800 credit for trading my IPhone XR for the IPhone 13 Pro.   
A week after I ordered the Iphone 13 (Oct 8, 2021), I received an email from Verizon to notify that there was a problem with the order.   I immediately called Verizon customer service.  After waiting on hold for over 1 hour, I decided to go to the local store,  The store manager was told by the Verizon support team to cancel the original order and start a new order.  I received the phone 3 weeks later, sent my IPhone XR  to Verizon and today I noticed $138 credit instead instead of $800.   On top of that, Verizon claims that i don’t qualify for the $500 rebate because I upgraded the phone.  The promotion only required that the line, not the device, was active for at least one year.  I’ve also spent countless hours dealing with this absurd nightmare.

[AmberABCg1]

Same issue here...I've been on hold/customer service call for hours, only to be told that they will have to call me back.  Guess who never calls back?

I have been a Verizon customer with 2-5 lines since 1995 (GTE Mobilnet).  TWO iPhone13 ProMax were purchased and I traded in a max memory iPhoneX and an iPhone8 Plus.  I should have received an $800 credit each.  I will receive a total of $300 (over 30 months)!!

The worst part is, I was told that one phone was ineligible for return because it was past 30 days since the date I ordered my iPhone 13 Pro Max.

Cute, Verizon.  My iPhone 13 Pro Max was on BACKORDER until TWO WEEKS after the 'closed' date for the exchange.  

I am switching my eligible lines to another service immediately, and will pay off my iPhones as soon as I can to get away from Verizon.  This is a HUGE disappointment, but there are plenty of other cellular services that use the Verizon network and I'm tired of fighting to get what I ordered.  There was NOTHING in the fine print about this.

[miangelo3]

It looks like I fell into the same trap as so many other people.  I truly regret ever buying a phone and switching carriers from/to Verizon.  I promised myself as soon as my nightmare ends with this filthy company, I will leave it forever.  In the meantime, I will make my voice heard in high/low places so that other innocent people don't fall into the quick-mire. Simply stated...don't do business with Verizon.

[bobbmd]

yes same problem we had 2 iPhones an iPhone 6 and iPhone 7 we were told had 800$ per phone we sent the old phones back

we were sent the new phones within 2 days with only one protective case and glass cover

it took hours to get this corrected and waited 2 weeks to get the added case/glass and were charged almost 100$ for an OtterBox that was had on Amazon for 40$

at the local Verizon store in New Hartford NY I was told just bring it in and you will get the 40% discount off our bill so I made a second 40 mile round trip and was told"oh you didn't buy the phones at our store--so we can't help you"

well we didn't go into the store because of covid surge in Utica/New Hartford NY area we bought them over the phone

on top of that we still haven't received our $800 credit per phone and are paying full price for NEW iPhones 13 ProMax

the phone/online people for Verizon are  millennials or BOCE grads OR BOTH same goes for the TWITS in their store in New Hartford NY

I WANT my bill credited for both protective cases and glass covers at that 40% discount and 1600$ for old iPhones NOW

AND don't tell me to capitalize iPhone or correct my spelling or tell me i am using 'BAD WORDS' --I am a former USMC and speak as i please

bobbmd

[Pdvu]

I have the same issue. I have been a Verizon customer for years. I Traded in my (good working, no crack) phone for a new phone on Dec 2021 with Verizon’s promise for $800 credit. The sale rep at the Verizon store on Belcher Road, Largo, FL explained that I only had to pay an additional amount, about $18 a month for my phone. My husband and daughter traded their phones too and expected to pay about $15 a month. Now my Feb bill is $150+ more because of 3 new phones. Verizon is a big company and should keep their promise. Why do the customers have to pay more due to Verizon extremely slow processing it? I will switch to a different carrier. Should we start a class action lawsuit against Verizon across the US?

[miangelo3]

Yes, I agree with you.  In New Hampshire, I've already contacted the Consumer Protection Agency in Concord.  But I have homework to do first.  I have to retrieve the original consumer contract I signed back in October.  I also have to get a copy of the VSL form that the sales force fills out when a promotion goes wrong.  So ask your salesman if he ever submitted that form.  Once I get this paperwork in my hands, then I can start proceedings with my state agency.  Apparently, I'm learning that dozens of innocent customers are having this same issue.  And yet, Verizon continues to promote themselves as a Forbes Fortune entity.  My gut feeling is that they are wolves wearing sheep clothing.  Good luck to you.

[2022banana]

Hello! I’m new here but I have had the same problems w the trade in for my iPhone XR for $800 and get new iPhone . I saved all the chat conversations, took pictures of my perfect XR when I packed it but only was offered $136.00 on a virtual credit card (I don’t even understand what that is). My story is the same as all of you. I too thought they were a proper business and I have been a customer for over 15 years. Does any one have an answer to resolve and make Verizon deliver what they promised? Thanks for any advice?

[miangelo3]

I'm sorry I have to tell you this, but you joined Verizon under false pretensions.  You should have stayed with your other company, especially since you were satisfied for 15 years.  Now your nightmare begins.  I can guide you on your horror ride, but I don't know the details of your device payment plan. Here's what I know: you have no choice but to revisit your Verizon sales outlet.  Were they a corporate store or independent franchise?  In your case, let's hope they were a corporate retail store.  Otherwise, you're in for a big ride.  You must contact a sales agent on the floor (preferably the original agent), and state your case.  Ask for a copy of the agreement and watch the excuses flow incessantly.   Ask them to submit a VSL form to modify the agreement.  Ask for the account manager, who is the only one who can change the original agreement.  All of this will take months to rectify...not days or weeks.  Verizon has cleverly made it impossible for you to take legal action.  It's in your agreement you signed.  They call it arbitration; but it's really called deception.  They remind me of a circus clown who hides a marble under 3 cups, and you have to pick the right one.  Good luck on your trip.

[bentwistle1]

I traded in three phones thinking I would get a $800 credit per phone and almost 6 months later still have not received my credits.   Verizon now says they didn't have such a promotion.