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promotion not honored

We were supposed to get 3 new phones, for free when we traded in our 3 old phones for the holiday promotion Dec 2023. We paid the sales tax on the new phones and Verizon sent them. We packed up and mailed our old phones to Verizon and they verified they received them. We noticed on our bill that we were being charged for the phones still. We spoke to a rep and they said that they need to inspect the trade ins and it would take a few weeks so pay the bill this time and next month those charges will be refunded. That did not happen we are still being charged over $700 per new phone and we were only applied a $5 per month credit for the trade ins, that is not what we agreed to. When we called again we spoke to a very rude rep who said the promotion was over and that we could return the new phones and cancel our accounts with Verizon. I was very shocked to hear that. So disappointed, that is no way to treat a loyal customer who has been with you for decades. We definitely would not have purchased new phones if not for the promised promotion. I hope we can speak to someone who can help and get the promised promotion applied or we will definitely be cancelling. We feel lied to. Verizon has always been great and given us deals and promos for loyalty, I don't know what happed this time, major fail.

Comments

Verizon_Support

Thank you Coataltill1 for taking the time to reach out to share your experience about Verizon promotional offer and service. Let’s work together to find a solution.. We are eager for the opportunity to restore your trust. Pleease reply to the following Private Message to get started.

-Deb

Coataltill1

Deb. The link you sent us does not work. When we attempt to reply to the message with the non-working link we get a message stating we have reached the maximum number of messages we can send and are blocked from messaging you. Still no resolution. This is very frustrating and just adds insult to injury. We will be calling today to cancel.

Coataltill1

Verizon reps told us on the phone we would not be charged for new phones with our trade in. That was not true and Verizon will do nothing about it. Do not believe anything they tell you over the phone and switch to a more affodable company.

Wanderingbean

A similar thing happened to me, and has been drug out for months without resolution

I took advantage of a promotional offer to trade in my iphone and the trade in value would cover the cost of the new phone. However i never received a credit for my trade in. The value of the trade in was supposed to be $1000 per our agreement. I have been told several times that the credit was applied and I would be seeing it on my account, but it never was. Now they are saying that the phone is only worth $150. I have spent at least 15 hours on the phone, each time they would promise that the issues were resolved, and each time nothing would have been done. I escalated my complaint to executive relations ( a contact that I had to find on Redit because customer service will not give information on how to escalate) but they were no better. If you look through these forums there are so many people with the same story. There is a devise return period in your contract.

Verizon_Support

Hello Wanderingbean, we're sorry to learn you're having issues with our promotion. .Do you have the submission ID for your trade-in? When did you process the trade-in? Did you use the return label provided to you by Verizon?

~Ivone

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