Hello,
I added a new line in June 2023 at an authorized reseller. I was assured an $800 trade in credit for a new iphone 14 and I even have the new subscriber agreement in writing. However, I noticed I was not receiving a credit for the device. I have called customer service three times in July, October, and December and each time after waiting on the phone 1-2 hours I am told that my credit will be coming and it never does. I even made an appointment with a Verizon company owned store in December and had the representative call customer service for me. He assured me that the credit would appear on my next invoice. Has anyone else had this happen? What are my options? This equates to $800 not being honored! Please help Verizon.
Caroline
Hello, cceveritt, we want to help ensure that you receive your trade-in credits. So we can best assist, we will be reaching out via Private Message.
-Lauren
Hello,
I added a new line to my account on June 17th 2023 at Russell Cellular in Bettendorf Iowa. I was assured a $800 promotional credit against this device. When I received my first invoice the credit was not applied. I called customer service on July 30th and on October 14th, both times I was told the credit would come through in 2-3 business cycles. When it did not in December, I made an appointment and visited a store a company owned store on December 19th when I was again promised the credit would be applied immediately. Still nothing and I have now been paying the entire cost of the iphone 14 for over 6 months with no resolution, just lies. I am extremely disappointed that Verizon cannot give me the credit I was promised and I have spent over 3 hours on phone calls, chats, and live visits with customer service. I have filed a compliant with the Better Business Bureau as I am now out of options.
Caroline
I have been dealing with this on two separate occasions. Each Verizon store is a franchise. You turn your phone into a store for the great promotion. After months and many calls about your credit, Verizon corporate claims they never received the phone. They want you to provide tracking number but you have to explain you don’t have a tracking number because you traded in your phone at the store . After several months Verizon will give credit to the account but not credit towards the phone that you have technically paid off. . This is how they keep you under contract. I bought a phone for approximately 1K with $700 trade in credit to be laid over 36 months. I should only owe approximately $300. After 19 months, Verizon billing has not yet given credit and I have been charged monthly for a total of $535. Far exceeding what I should have paid for a phone that should have cost approximately $300. After many months trying to get this resolved, Verizon will give credit on you account but you are still obligated to keep contract for 36 months. This is wrong. The phone has been paid off plus some. This is how they keep you under contract. I’m demanding I get credit on the phone then the remainder goes towards credit on the bill. I have been through this with my last upgrade and now going through this again. I realized why. It has to do with how many customers they have on the books that’s under contract and how many customers are not under contract.. etc for there shareholders. It’s a money/contract game. I’m done! After 23 years as a customer I now going to leave Verizon. Good luck trying to speak to a US operations that can help.
We know how important it is to make sure you receive the correct promotion, we'll be glad to help out. In this case, if the phone you are trading in is already paid off, you can receive a bill-in credit month to month, and the amount will vary depending on the promotion you receive. In this case, the promotion does not give you an instant discount on the new phone you are purchasing. If you have any other questions, let us know.
~Freddy
Similar situation for me. I ended up filing a FCC complaint, and I received a call from their top-tier customer service within hours. They fixed the problem after weeks of being told to "wait longer" by the regular customer service.
That’s interesting. I looked into making am FCC complaint but was afraid it wouldn’t help me out. Sounds like they might actually react. I have not been able to get Verizon to honor a promotion we were supposed to get 3 months ago. Even this forum has been no help.
Hello, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.
~Ivone
Yes. I was given the runaround for weeks before filing the FCC complaint. My situation was resolved within hours of filing the complaint.
The FCC complaint sounds like my only recourse as well. I moved to Verizon in November having been promised a new iPhone 15 for free with a trade in, sent the phone to them following their specified instruction through their designated shipping company, called many times, was assured they were working on verifying the phone to only learn last month, they are claiming they didn’t receive the phone. They elevated the problem in their system, but still no credit. I’d love to leave this contract right now (based on Verizon not meeting their end of the contract) and move to another carrier as I’m not interested in doing business with a company who doesn’t stand by their commitments, but I’m not sure how that would affect my credit, and I’m sure it’d be a long drawn out affair. This FCC suggestion is great and will be looking into it.
Hello, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.
~Ivone
The private message responses have been ridiculous, Verizon is still refusing to honor the promotion that their employee promised. At this rate, it will end up as an FCC complaint.
We know the importance of managing your service, especially if you are administering our promotions. Verizon is here to help.
For additional deal information, check out our official page: https://www.verizon.com/deals/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
We would love to take a closer look at your situation. How did you trade in your device? When did you trade it in? Did you get a submission ID?
~Ivone
Seems like it would be easier to just post a link to the FCC website on the Verizon home page.
This is happening to me as well. I was told the phone was free for a new line. Now I am being charged monthly. No one will help. They also charged me an astronomical rate after I set that service up. It was not the amount I agreed and signed to when in the store.
We're sorry to read that you have not gotten the offer you were expecting with your added line. We're here to help. Did you submit a trade in device? ~Peter
This is terrible. They pulled this stunt with me too. I'm still waiting for my device credit. I'm livid. They lure customers in with a promise they don't uphold. Sadly, this seems quite common with them and their customer service has gone downhill over the years. I'm sorry this happened to you. After 17 years, I'll likely be switching. No reason to be loyal to a company that treats paying customers in such a manner. They need to get it together.
I’ve been going thru the same thing with the promotion and I should just pay the phone off and be done with it at this time since I have already had to pay 650.00 the first month and never notified they recieved it, I know thanks to fedex and never have heard anything other then the run around after 2 calls and 4 hours of my time. Still no refund on it. I’m going to just get a hold of the FCC and stop wasting my time with them.
Hello, Holly34. Help is here as we can check on the promotion in question. Please share more details on what the promotion is for. The amount, was it a trade-in? The more details the better.
-Natasha
I had a promotion to get a free Amazon fire TV after 30 days of activated service. Was supposed to get an email to redeem. Same issue. Customer chat has been completely useless. I am so livid that I switched to Verizon and have had nothing but a runaround on a promotion I’ve met the agreement for on my end. Also, my signal is sub par at best. Was much happier with AT&T.
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