Trade-in Credit Issue - Never Received

[j3nna5]

16 Months & Still Have Not Received Device Trade-in Credits

I started my plan with Verizon in March 2022 and  my husband and I both traded in our iPhones (2 devices total) for the switch to Verizon get a free iPhone 13 Pro Max promotion. We both sent our phones to Verizon and the monthly promotional discount was only applied to my husbands bill. We have been trying for 15 months to get this fixed. My husband has spoken with 5 different representatives and spent countless hours on the phone. Each representative confirms they see the previous notes that the credit for my trade-in is to be applied, and every time he speaks to someone they assure him it will be done by the next billing cycle. Once again, the credits have not been applied. 

To date, I have made 15 out of 36 payments, none of which I was supposed to have paid. I have no idea how to get this fixed because every call ends with the representative promising it will be, then a month or so later I’m back where I was. Screenshots below show my monthly installments without credit being applied and my husbands monthly installment, who is receiving the correct trade-in credit. Luckily, I still have all my paperwork and I am hoping that filing a case with the BBB will produce results. 

 

 

[vzw_customer_support]

We're so sorry to hear that you've had so much trouble trying to get your device trade-in promotion applied, j3nna5. This is never the experience that we want for you, and we'd like to help find a resolution. We will be sending a Private Note to better assist.

~Izzy

[dwdukes]

@j3nna5

I feel your pain.  My wife and I are in a similar situation.  Verizon agreed to pay us $1000/iphone traded in for a credit that would be applied over 36 months.  I have wasted probably 20 hours trying to get this issue resolved.  It has been going on for nine months and I hate it.  I have the agreement in writing from Verizon too, but they are not honoring it!  Every person I speak to is super nice and say they submitted a ticket and that it will be resolved but the next bill is presented with no credit.  This has been an awful 9 months with Verizon.

[j3nna5]

If you make your own post, a Verizon rep from this community will send you a private message. I recommend talking with them through the private chat they invite you to. They were able to resolve my billing credit issue within 24hrs. It seems like they are the only ones who can actually do anything, unfortunately. All the calls and tickets never resolved my issue, either. I hope you’re able to get it worked out! 

[vzw_customer_support]

Hello, dwdukes, I'm sorry to hear you've been expecting to see your trade-in credits for the last 9 months. We know it's important for you to get your offer. So we can best assist, we will be reaching out via Private Message.

-Lauren

[mbondi]

I had the same problem. After 2 weeks of unproductive phone calls, I filed a FCC complaint. The issue was fixed and I received the credits within 6 hours of filing.