I want my iPhone 11 trade-in back and I want my Loyalty Plan reinstated.

[Llluke]

In-store rep tells me for $100, I can trade in my iPhone 11 for the iPhone 14, and go from my loyalty plan (20+year customer) to an unlimited plan for only a few dollars extra per month. So I buy the bundle (cord, adapter, case, screen protector $260) paid $308 total on my credit card. The rep sends me on an errand while he transfers data from my old phone. I return and he is with another customer and points to a bag for me to take, telling me I’m all set. Mind you, he’s sent my perfectly fine iPhone 11 back to Verizon. I Get home, there is no paperwork, no receipt. Next day I go back and ask about the missing receipt and why he did not offer the new phone to me in yellow? Second rep there says the first rep didn’t know it came in yellow and that he will order it for me and “you can trade in your new blue one when it arrives.” He adds the second new iPhone to my bill. I never get my receipt for either transaction. Next day I return again. He tells me he will have to remove the screen protector to add it to the yellow phone when it arrives but he’s not sure that can be done. I tell him forget the yellow phone, I’ll keep the blue one. He says no problem, we will cancel the transaction when it arrives to our store. A week or so later, I see the yellow phone has been charged to my bill and no credit has gone to my trade in. I go back into the store, and the first rep digs in a box next to his desk and pulls out the yellow phone. He tells me he has canceled the phone from my contract, but for 10 more days the charge never comes off my bill. I go back in to the store, the second rep says it was cancelled by him and he already sold the yellow phone I never took possession of to another customer the next day. It still never comes off my bill online. So I call Verizon. That rep tells me the two in-store reps knew better. They were not allowed to sell the yellow phone, and that it should have been sent back to Verizon. She says that was a “Big NO NO” and later says it was a “Huge mistake” and then tells me what the store did was fraudulent, and then tells me what they did was “Unbelievable” because they cannot take the pending yellow phone charge off my bill; a phone that someone else now has but magically has never activated. Verizon told me to return to the store. It just became a game of pointing fingers. I was told I had 30 days to change my mind before I was sold on this sales pitch to “buy a new iPhone 14 for $100” - and they changed my $92/mo plan to who knows what because I no longer trust what I’m being told. I simply want my old plan back, and my traded-in perfectly fine iPhone 11. Did I mention before I was sold this con bill of goods, I only went in the store to buy a new case and get a new screen protector? Yep, complete horse… they’d better fix it. Supposedly a supervisor from Verizon will call me tomorrow. We’ll see.

[mama23dogs]

You can’t get your old phone back, it was part of the agreement, it no longer belongs to you.
If you participated in the trade-in deal, the phone did not go back to Verizon. It went to a third-party business in Tennessee called Hyla mobile.   

If you knew, yellow was an optional color, why didn’t you ask for it?  This color was introduced for sale on March 14. 

You can ask the store for a reprint of your sales receipt at any time.  You should always check for a receipt to make sure that everything is as you expected. You should always read all documentation that you sign because you’re signing a legal agreement.

if you voluntarily gave up your old plan, you can’t get it back.  I don’t know what your plan they put you on, but once you change plans, you can only go back to your old plan if it’s still available. Based on your post, it sounds like you were on a plan that has not been offered in sometime.

Since you were told by Verizon that you had to return to the store, where you made your purchase, it sounds like your store is an authorized retailer not a corporate owned store?  

[Llluke]

I asked the in store rep the color choices. He rattled off all but yellow. Later that evening I went on line and that is when I learned yellow was a new option. Was the following day I inquired at the store asking a second in store rep why he had not let me know that yellow was an option. He believed it was because the rep did not know it was an option. It is his job to know, but in spite of that, I’m sure he was listing the other color choices (except for yellow) simply because they did not happen to have yellow available in their store. And yes, I know I cannot get my wiped iPhone 11 back… but it didn’t change my position on “wanting it” back. The second rep is the one who actually ordered one in yellow for me the following day.  Through no fault of their own, the Authorized Retailer reps have been trained to oversee the process of reselling a phone that a previous customer did not take physical possession of - which according to “Corporate” Verizon is very much against protocol. I have learned by dealing with “Corporate” and “Authorized Retailer” that they absolutely have various processes that do not mirror each other. With that said, I have surmised the lack of adequate communication between myself (customer) and sales rep resulted in the frustration I experienced. Without going into ho-hum details, had the rep explained exactly how the trade-in discount worked at the beginning of the spiel rather than having to important details after I signed the contract I may not have agreed to purchase. In his defense I do not believe the omission of key details during the sales pitch was entirely intentional. Not to mention, I seldom sign anything without a thorough browsing, but in this case, I did not.  My own fault. In fact, both reps did a very good job of answering questions after the deal was sealed.  And I could tell that the resale of the phone I changed my mind on swapping was very common practice (and approved) by their district manager. Corporate Verizon rep Laura did an exceptional job of researching the entire - complicated, issue. She could not change or revert the plan, but she offered a courtesy refund toward the bill. I intend to pass forward a token of that good will to the in store reps who did not deserve some of the comments made to me by a corporate rep (not Laura). Verizon has once again earned my 20+ year business.