Verizon store contractors TCC - promo credit
SamTaylor92
Enthusiast - Level 1

Really this is an issue with Verizon store contractors TCC, but I tried to take it to Verizon customer service and I was told to talk to the store, who has told me they can't do anything.

Last year I had to upgrade early because my old Pixel 5 was glitchy and not working right. I paid it off early and got the Pixel 6a. Two months ago by and the Pixel 7 comes out. I chalk it up to bad timing, but then my buddy told me they were running a promo where you can trade in any old phone and get a large promo credit for the new Pixel 7. I decide to do this, so I go into the store. The lady at the store badly explained things, and essentially talked me into creating an extra line because I hadn't paid off the 6a yet. They would then switch the SIM cards, and I could turn the new line into a 'ghost line' at no additional cost if I called Verizon. I trade in my old Pixel 5, and get a trade in receipt for much less than the promo credit I was supposed to get. I was assured that this issue would be resolved.

Fast forward a month and I am not seeing the promo credit on my account. I go back in, and am then told that since I hadn't paid off my Pixel 6a, this was causing the issue. I paid off the 6a with a credit card, and am told the issue should be fixed. I call Verizon, turns out there's no such thing as a ghost line. I end up just cancelling the new line that had been created. I was given no warnings or explanations about the consequences of this. Fast forward another month and I'm seeing no promo credit on my account, not even the original small trade in credit. I go back into the store where I'm told that because I cancelled the new line (which was costing more than the promo credit I would have gotten anyways), that they couldn't help me. I'm livid at this point, so I go home to talk to a Verizon agent. I'm on the phone for a long time, and am given vague promises that they would escalate this and try to get me the promo credit since the store employees didn't do what they were supposed to do. I was told that the store could and should fix this issue for me, even they they had told me they can't help me. It's been a month and I haven't heard anything from Verizon, and I'm still seeing no credit applied to my bill.

I'm at a loss as to what to do. Not only did I pay off a phone early, and not given a promo credit, but Verizon essentially stole my trade in phone that I could have sold elsewhere or given to a family member. I have spent hours on this only to be given confusing instructions and vague promises of 'well see what we can do'. I'm at the point where I'll be switching to another network if this can't be fixed.

Please help!

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3 Replies
vzw_customer_support
Customer Service Rep

SamTaylor92, any trade-in issues should be addressed through the TCC store directly. If a promo credit was to be applied each month and the device payment agreement was paid off early this does void any trade-in credit.

 

- Alan

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SamTaylor92
Enthusiast - Level 1

I did not pay off the device the credit was supposed to be applied to (the Pixel 7 Pro), but my previous device (the Pixel 6a). I understand that this is supposed to be handled by the store, but they will not talk to me and have said they can't help me.

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vzw_customer_support
Customer Service Rep

We are concerned to know about this situation. Please send  us a private note if you need further assistance

>Georgie

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