My wife and i had galaxy S9 phones bought new a few years ago from Verizon. Around July through September we got multiple emails and texts from verizon to trade in for new phone and get $800 credit for our phones. So we did in September 2023. Did it at the store, they took our old phones literally the day we picked up our galaxy S23's. Told us it would take 2 to 3 billing cycle to apply the credit and drop our monthly bill and we would be credited the over charges. The lady from the store is now never in when i can talk to her. The guy at the store said what she told us doesn't make sense. I called customer service multiple times to get more run around. Today customer service says they can only credit $450 because they can't find the $800 deal that was sent to us by Verizon multiple times. The said i would need to go to the store, that can't fix it because they say they don't deal with billing. I am so fed up that I am going to pay the phones in full out of my pocket. Out of our S9's now because Verizon took them and gave no credit. I am so fed up Verizon I am spending $1800 out of my own pocket now to buy out the phones and switch very soon. We went through this same issue when we bought our S9's, and I was hopeful they got better.
Just coming in to validate this- we got with Verizon in 2022 because we were promised an $800 gift card for bring my phon and something like $250 for my boyfriend’s phone. Told it would be a visa. We ended up getting $500 total in Verizon gift cards. I was peeved. They also wouldn’t honor my employee discount that I signed up with because they were discontinuing it in the months following our initial sign up. I spent months talking to reps about my bill before they admitted that I would never get that discount.
We're sorry to read about the situation with your discounts. What was the discount you were signing up to receive? ~Peter
We were supposed to get $800 for each of our 2 phones we traded in back in September. We got nothing after several attempts to talk with verizon customer service and the store. Got offered $450 last night. So i rejected that, paid off the phones last online in full. If i don't have an $800 deposit ($1600) total by this Friday either by check, wire or credit back to my credit card i will be shopping and changing providers Saturday. This has been going on for months and i am not wasting more time on this issue trying to negotiate what i was supposed to receive.
We're here to help. Let us know if you need assistance. ~Peter
Peter,
I replied to you this morning about what Verizon needed to do to keep my business. If you are here to help then you need to make what i said this morning happen. I want what Verizon offered months ago and didn't do.
Kevlaur2018, Did Verizon ever make this right with you? They did exactly the same thing to me and it has been extremely frustrating!
Hello, Kevlaur2018. My apologies to hear of this experience. Help is here as we always want you to be happy with our service and be transparent with any and all deals and promotions we offer. We don't want to see you leave us, and I'd like to help. Regarding the store, do you remember which location you visited? Was it an indirect store also known as a premium retailer?
-Natasha
We did this at the Verizon store in York, SC.
No worries, Kevlaur2018. Thank you for the response. Let's take a deeper dive into this matter. I have sent you a Private Message.
-Natasha
I brought my husband into my family plan and we were told that he will get trade in promo which would pretty much cover the cost of new phone. 3 months later, we were told it is now showing that we traded anything. Then they said whatever traded didn’t qualify for promo. Then they asked us what we traded And they had no clue! After two weeks, they are now trying to track down the same person who now is at another location, then call me back. He did not call back so I went to the store and he looked like he was caught off guard and looked aggressive. He said I will call you back but I just can’t figure it out like that! This is a switch and bait operation! If phone did not qualify, we should have been notified since we had a bag full of phones to choose from. They just wanted to make a sale. Very unethical and I am still going to follow up on this.
We are truly sorry to see you in this trade-in dilemma. We always strive to provide top quality experience.
For more trade-in info, check out our FAQs: https://www.verizon.com/trade-in/faq/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
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