Device payment buyout charge

[JustinC26]

I recently took advantage of a promotion from verizon that stated they would pay my old phone off and I could get an iPhone 16 pro for free. I go to check my bill this month and there is a 106 dollar charge for the device buyout charge. I was under the impression that would be taken care of by verizon. I tried calling but I just get that AI that doesn't help at all. 

[vzw_customer_support]

Thanks for reaching out here JustinC26 and sharing this dilemma with a charge on your bill. We can take a closer look at your billing and promotional offer requirements for the returned phone. Do you have time now? I am sending your a Private message so we can further discuss account specific details.

-Deb

[akita111]

I am having the same problem and my account is on auto pay and it is saying i am over due and owe this money.  

[vzw_customer_support]

We are here to help with your billing concerns. Please let us know if you are participating in our Trade-In program. If so, have you received and email with information regarding your promotion?

~Maria

[Melissa57]

Same issue but I was charged $800

[vzw_customer_support]

We definitely want to make sure that you get any promotions that you are eligible for! We have sent you a private note gathering more information. ~Pam

[Timcheek]

Same issue. The text I received for the promotion said " this deal is too good to miss. We'll pay off your current phone and give you the Google Pixel 9 Pro on us when device payment agreement req'd. You can keep your plan or move to myPlan for a 3-year Price Lock Guarantee (excludes taxes and fees). "

Tech support is insisting that I need to complete my trade in to apply for the device buyout, though nothing through my entire process said anything about trading in my old phone. I'm still being charging almost $300, marked as past due on my account. They're looking deeper into the problem now, I can only assume it's a very intertwined billing system error.

[vzw_customer_support]

We never want our customers to be inconvenienced by billing errors. We understand you are being assisted by a representative currently. We will send you a private message if you require additonal assistance. 

-Toni

[Melissa57]

Same issue…. I was credited $646 for my iPhone 15 Pro Max  after receiving a text for the buy out if  you upgrade to the 16 Pro Max. I agreed to the buy out and upgraded same day! Seemed like a great deal! Blah, more like a rip off of you ask me…. That $646 credit disappeared real quick. I was charged over the $646 for the buy out so I got nothing. They got a phone back that was over half paid for and I got absolutely nothing….. considering dropping all 4 of my lines…

[vzw_customer_support]

Hello Melissa57: 

Sorry to hear that you encountered a billing error after taking advantage of an Early Upgrade promotion. Please know, we would truly appreciate the opportunity to resolve this concern. Please be on the lookout for a Private Note from us offering additional assistance.

[Melissa57]

I’m still waiting for that message

[Bnberthold]

Same thing is happening to me. I did the promotion and now they added a $240 charge to my bill. Support is insisting that I need to complete my trade in to apply for the device buyout, though nothing through my entire process said anything about trading in my old phone - no return label, no "if you don't send it back in x amount of days".  Nothing even on my receipt OR new phone agreement. Why would I NOT trade in my iPhone for the $800 credit, if this was how the promotion worked? It makes no sense, and customer service is being anything but helpful. 

[vzw_customer_support]

We will be happy to take a look at your billing with you to ensure any promotions are being applied that you qualify for and look into the buyout charge. We're sending a private message so we can gather more information and assist.

-Katie

[Kcorona]

Same issue for me. I want to speak to someone because that was part of the promotion, and they credited it first on the last bill and now I’m getting it charged in the new bill. Considering cutting my 7 lines and home internet because this would be the second time they don’t honor their promotion.

[vzw_customer_support]

We always want to ensure that everything is correct on your account and with your promotions.  A Private Message is being sent to assist you further with this.

-Sean

[Melissa57]

I agree! They did the same to me. $646 credit then they charged me for it. 

[vzw_customer_support · Accepted solution]

We reached out with a Private Message so we could help look into that charge. Since we’ve got to review that device buyout charge, it requires looking at the account, which we verify in Private Message. If you still need assistance, please contact us for support. 

-John