Unresolved Issue with $1000 Trade-In Credit for new line and phone

[NewMemberJan2024]

@vzw @miszraecw @Jills1 @pnwlost @NoxxVille 

I purchased a new iPhone 15 Pro Max and new line added on Dec 31st 2023 through Verizon by speaking with one of the agents over the phone. The purchase was made with the understanding that I would receive a $1000 trade-in credit ($27.77$ per month.) by sending my Samsung S7 phone as part of a Thanksgiving promotional offer. However, despite numerous attempts to resolve this matter, the credit has not been applied to my account.

Over the past month, I have engaged with atleast 25 different Verizon agents over the phone and chat, spending around 30 hours attempting to address this issue. Each representative assured me that the credit would be processed in five days or in the next billing cycle, but it has yet to materialize.

Sometimes i was told i will receive a call back which never happens and sometimes agent disconnect calls after staying in call for hours.

[vzw_customer_support]

NewMemberJan2024, we definitely want to make sure that you're able to redeem the promotion that you qualify for, and we'd be happy to take a closer look at your account. To best assist, we'll be sending a Private Message. 

~Izzy

[NewMemberJan2024 · Accepted solution]

@vzw_customer_support@vzw @miszraecw @Jills1 @pnwlost @NoxxVille @izzy 
I have sent all the required details on the private message and as per other 25 agents i spoke and chatted told me they have mentioned all the details on my account.

[Oker28]

I've been given the same run around on this subject for the past eight months now, countless calls, hours spent on hold while "reports", "promotion escalation", and "tickets" were appropriately compiled by various representatives on more than six occasions to be sent to the appropriate billing/investigation department only to have nothing come of it. You're not alone in this situation!

Still to this day nothing has been done, no answers given, after doing everything to the exact instructions to qualify

 @NewMemberJan2024  

@vzw_customer_support 

[vzw_customer_support]

We're sorry to read about your situation Oker28. We're here to help. We'll be sending a private message. ~Peter

[Matbrig1]

• Peter , I upgraded two I phone two months ago the agent told me 1000.00 each . For trade in my old I phone . I see that it was acknowledged on my account. But it has not applied to my billing. Salvatore

[vzw_customer_support]

I'm sorry you were having trouble with your trade in Matbrig. Where did you trade the devices in? Have you rexeived an email regarding these trade in? -Joe

[vzw_customer_support]

We're here to help with your concern. When did you send in the trade in? Do you have the tracking number for the device? ~Peter

[Adbc_b]

I'm also in the same situation and ready to switch back to t mobile. 

[vzw_customer_support]

Hello, Adbc_b. Help is here as we would never want to see you leave us, and you definitely deserve some answers regarding your trade-in and credit. Please share more details on what happened. Do you have the tracking number? 

-Natasha

[Uniqueangel]

I’m dealing with the same thing.. I keep noticing that my bill is high.. I’m tired and want to switch iPhone for a sumsung but they are making it hard to switch.. you can get an iPhone 16 with 1000 off but you have to pay the galaxy 1000 to get it.. ugh

[vzw_customer_support]

We don't want you to have any problems with your trade-in credit. We're sending you a Private Message so we can gather more details and make sure your trade-in is applied.

~Jesse

[Aaronallred01]

I’ve had this exact issue, except for not nearly as long. They told me that Verizon automatically gave the “organic” trade in value for my two phones, after being promised the $1000 for each phone we traded. Said he would fix the issue, and when I stopped in a few days later, he said he just needed to send the email. I fear this may be a long drawn out issue.