“We’ll pay off your old phone” Promo

Hi all. I saw this morning that there’s a new promotion to have Verizon pay off my old devices from another carrier. The offer states that I would have to upload my current carrier bill during the check out flow. My order went through but I never saw the option to upload my old bill. I contacted customer care but they weren’t able to find this promotion with my order. They tried to cancel my order but they couldn’t and now I just got an email saying my order shipped. I would love to keep my order as long as all the promotions stick. Luckily I was able to screenshot the offers before I checked out in case I run into any issues.

Also, when checking out, I got an alert that popped up for $200 VISA’s so I hit the apply button, but also not seeing that in my order summary. All help and suggestions would be appreciated!

Accepted answers

Verizon_Support

Hello ilovetacos,

In order to qualify for this promotion, a copy of the bill must be submitted during the transaction. There are no self-serve options online for this promotion. When processing the order online, the website will prompt you to chat in with us so an agent can assist with getting a copy of the previous bill and apply it to the promotion. There are no options to process this promotion after the order has been completed.

-Christopher

All comments

Verizon_Support

Hello ilovetacos,

In order to qualify for this promotion, a copy of the bill must be submitted during the transaction. There are no self-serve options online for this promotion. When processing the order online, the website will prompt you to chat in with us so an agent can assist with getting a copy of the previous bill and apply it to the promotion. There are no options to process this promotion after the order has been completed.

-Christopher

No that's not what happens, As I just order the exact same as the above user and 1 it never gave me the option to claim my $200 Visa card and it never prompts or mentions anything about chatting with a rep to submit your bill to pay off your old device.

Verizon_Support

We took the opportunity to review our response on this promotion and wanted to make sure we get everything cleared up and taken care of. In addition to the promotion being available, due to you bringing your number from another provider, as well as purchasing a new device on our UNL Ultimate, UNL Plus, or UNL Welcome we can make sure to apply this promotion to your account. We will send you both a private message so we can look at some specifics and work on getting everything cleared up. When it comes to the MasterCard promo, that one would not be stackable with the Pay Off Your Old Phone promo. Thanks in advance

I have the same issue. I bought 2 new phones and brought 2 phone numbers from ATT on 12/31/24. The online chat agent just asked for how much balance to pay off on those 2 phone lines and never mentioned about uploading the bill. I made several phone calls to the support to find out my rebate is declined due to no bill submitted. Could you help me to submit the bill?

Verizon_Support

Hello lhuynh, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist , we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.

~Ivone

Verizon_Support

We're just checking in to see if you still need help with your digital rebate submission. Please let us know, so we can continue assisting you.

~Balter

Hi Balter, I never received any email about submission id. Therefore, I can’t submit to your rebate center. I guess they have not received the bill from ATT. How do I upload the bill? Please advise

I signed up for this promo in store. I brought my previous career bills and store rep told me she uploaded them. Now I never received any rebate. I complained in-store and escalated the issue but they keep just giving me the wait treatment. Honestly I’m super unhappy with Verizon.

Verizon_Support

I know how eager I would be to redeem this promotional offer, Mo911. I am here to help. This promotion does go through our rebate center and can take 4-8 weeks before the prepaid e-Mastercard is sent. You can track the status of your rebate online here: https://www.yourdigitalrebatecenter.com/#!/check-my-status

-Joseph

Verizon_Support

We are still with you, and wanted to see if you still needed assistance. If so, please let us know, we would love to help. ~Pam

Thank you for your help. When I click on your link, it asks for a tracking number. Could you give me the tracking number or could you tell me where I can find the tracking number?

Thank you,

Lee

Dear Pam/Joseph and staff,

Thank you for your support. How do I know the tracking number so that I can check the status of POYP promotion?

Lee.

Verizon_Support

Hello lhuynh. You would have received an email confirmation with the tracking number associated with your submission. If you are unable to locate the email, you can still check the status of your rebate by clicking on the link below, click "Check My Status" and fill in the blanks under "Your information". Please let us know if you have any addtional questions.

https://www.yourdigitalrebatecenter.com/

-Sara

Hi there - similar issue, however I uploaded my bill, still have not received the digital rebate which I was relying on to terminate my contract with my existing carrier.

Verizon_Support

Hey there, GingerHazel, we know how important it is for you to receive your offer! So we can better assist, we will be reaching out via Private Message.

-Lauren

Same issue here. Never got an option to upload my old bill or contact customer sales to send the form. Now I'm getting the runaround with an agent telling me I'm not eligible. SOMEONE is going to pay me the $527 for my payoff from AT&T!

Verizon_Support

Sorry you are having an issue with the Pay Off Your Phone Promotion. There is a process in place to try and assist you. Please open a Private message to discuss further.Ross

I got cheated by Verizon. They agreed to pay off my previous device if I switched from my previous company. Even though I uploaded my bill showing the balance on my previous device, and that the sales rep insisted the balance would be paid, it didn’t happen. Now, I am trying to solve this through the chat, they transferred me to 7 different people and they are just playing games with me. I’ll get my attorney involved.

I got cheated by Verizon. They agreed to pay off my previous device if I switched from my previous company. Even though I uploaded my bill showing the balance on my previous device, and that the sales rep insisted the balance would be paid, it didn’t happen. Now, I am trying to solve this through the chat, they transferred me to 7 different people and they are just playing games with me. I’ll get my attorney involved.

Verizon_Support

Hi there! Let's reveiw the account to see what happend with your promotional offer. We want to make sure your savings apply. I just sent you a Private Message to get started.

-Nikki

Thank you for getting back to me. I’m here to connect with you

Hello,

Has the up to $800 pay off your old phone promotion ended? I no longer see any marketing messages for it on the website.

Thanks!

Verizon_Support

Hello, mwilhe001. Getting the best deal is always a good thing. Help is here. We can check your account for any applicable promotions as currently the promotion you have referenced doesn't show to be active. I have sent you a Private Message for further assistance.

-Natasha

Verizon_Support

We are still with you, and wanted to see if you still needed assistance. If so, please let us know, we would love to help.

~Pam

I’m having the same issue I had a promotion on my account went to try to get it showed it there and then they gave me some stuff about the promotion. Said you know I can keep my old phone. I could pick up the new phone when it picked up my new phone and the way to GUY to call me back you never called me back just like today that was supposed to call me back and follow up on it and still haven’t and yeah now they’re telling me that they need me to return the phone, which I already bought stuff for it Back to the store and then like do all this other stuff which I’m not really trying to do any of that and now they’re trying to charge me for two lines one I shouldn’t had to should’ve had one line originally and like I said they told me I was able to keep my original one.

Verizon_Support

We are sorry to read that you had this issue with your promotio, we'll be glad to help you out. What was the deal that you were to receive? When did you make your purchase?

~Freddy

I mean, it’s really frustrating. I’ve been explaining it so many times but basically these from what I got from the guy he told me I can keep my old phone and it was gonna transfer whatever bounce to have from my old phone to my new phone and then I can keep my old phone and he said that I can go pick up my new phone which I did and but they still have two lines on my account and it’s both showing 16 Pro Max’s and I only have one and my old phone to 15 Pro Max It’s just a bunch of B and s and yeah, I’m pretty upset come over on the impression that I’m able to keep my phone and then now you guys are trying to charge me for my old phone again

Verizon_Support

I appreciate those additonal details. We definately want to take a closer look as it sounds like there may be some misalignment with what you're trying to do. We'll be sending a Private Message so we can work with you in your account.

-Melissa

Verizon_Support

We hate to hear about the issues that you have had with the promotion. So we can better assist, we will be reaching out via Private Message. -Dee

Christopher, this same promotion was promised to me in store in Campbellsville KY. I was told that i would receive a rebate notification like the $200 Amazon Gift Card, for the balances that were submitted with my new service. I have still not received any notifications or rebates to submit or anything for the 3 phones i was promised a payoff for.

I have the exact same issue. This is insanely frustrating knowing this was the whole point of agreeing to switch to this service.

Verizon_Support

Hello, tloldham1. Help is here as we always want to see our customers take advantage of their promotions. Please share more info. When did you sign up for the service? Was this for a brand-new account?

-Natasha

My wife and I also have had an issue with this promotion. We went in store and the rep didn’t take our old bill on the day we went in (Jan. 3rd) and we still haven’t received this promotion after taking the bill into the store and emailing. We have yet to hear anything back about this issue.

Verizon_Support

Hello Letstacoboutit! We want you to be able to receive the promo that you signed up for. I am sending you a private message so that we can gather more info.

-Erica

I have the same problem with this promo. I didn't get any notification to redeem the rebate code. Went back to your store five times and even email my last bill from ATT to your promo department [email address removed per the Verizon Terms of Service] and also your store manager done this step. It's been 3 months since I successfully traded in my phone. Chatted your agents many times, still didn't get any resolution.

Verizon_Support

Hi, @RuveeNola We want to help and make sure you get all the correct offers. Please meet us in the Private Note that we sent, so that we can gather all the details.

~Gina

Has anyone actually received there rebate they were promised ??

Verizon_Support

We want you to get the promotions you qualify for. To better assist, please tell us a little more. Did you submit your previous carrier bill at the time you placed your order? Have you received a confrimation email to confirm eligibility for this promotion?

~Maria

Verizon_Support

Just checking in to see if you still need assistance. To better assist, please tell us a little more about the promotion you were expecting.

-Kaye

I am having this same issue. I switched to VW based on the "we'll pay off your old phone" promotion. I signed up on the phone with a rep and submitted my bill from my other carrier at that time. Was told I would get a prepaid Mastercard in 4-8 weeks. It's been 10+ weeks, I have been through and paid through auto debit 2 VW billing cycles, I paid off my phones with the prior carrier believing that I would have my MC from VW soon. I have made 5 calls to Customer Service with VW and been told 5 different things including....issues on their backend, my bill was not submitted at the start so it was resubmitted, it will take another 4-8 weeks, my case is being expedited, etc....and as of today yet another "ticket" has been opened to look into this and it will take a week just to look into. Oh, and I 've had 3 reps tell me they would call me back with updates and have received ZERO call backs. I will be filing a complaint with the BBB and FCC.

I am in the exact same boat here. Signed up about 3.5 weeks ago and have still yet to receive anything from Verizon regarding the reimbursements. My store rep submitted everything back on 3-17

Same issue! I ported five lines and was told to wait for an e-mail that never came. Talked to agents over chat and phone and was told to wait X amount more days for such email. Finally, someone said that it was too late and that the offer had expired even after they had escalated. I asked to escalate again and no resolution.

Verizon_Support

We want you to get the promotions you qualify for and would like to assist you. Please tell us, did you receive a confirmation email? How did you submit your rebates for the 5 lines you ported?

~Maria

I received a confirmation email for the order (December 2024) but the email to redeem the rebate was not received. I contacted representatives over chat various times and was told to wait X amount of days for the e-mail to redeem which never came. Then I was told the offer had expired. I asked for the terms and conditions of the rebate and the page specifically mentioned that an e-mail would be received once it was ready to be claimed.

Verizon_Support

Thank you for the insights. I would like to review your situation a little closer. Please reply to our Private Message, so we can further assist.

~Maria

I too, changed from AT&T to Verizon under this promo. While at the store and checking out, the rep uploaded my final AT&T bill with the amount I owed to insure I got this promo. It’s been more than 2 months and nothing has happened. In fact, AT&T wants to send my bill to collections. Help!

Verizon_Support

Hello Joannacapo, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.

~Ivone

I emailed my att bill balance to [email address removed per the Verizon Terms of Service] back in February 5. As of now, I have not received any emails yet. I called the phone support and they said it was denied due to insufficient paperwork. I submitted the same bill for my other phone transferred in store and did receive the rebate. It was so frustrating. I am not sure whether I should give up the rebate of $209.99 or continue call for Verizon support which takes me too much time and effort. Please advise

Verizon_Support

We want to assist you properly and need to gather some information. We are sending you a private note.

~Pam

Verizon_Support

We want to make sure we provide you with the correct information, once received and approved you will receive an email within 8 weeks of submission.

~Pam

Verizon_Support

Hi there, please let us know here when you are available to look over your account and help with that promotion.

-Joe

I’m available. Please let me know when you are ready

I am having the same problem. I transferred two lines and have only received a he promotional digital gift card for one line. I have not gotten anything on the other. Calling customer service was no help.

Verizon_Support

I know I would share your concern if I had only received one gift card, instead of one for each, Dayal. I would be happy to take a look into this promo for you, and see what we can do to help. Please be on the lookout for a private message from me, since I will need account access to assist.

-Joseph

I am having this same exact issue and need a resolution! I have been dealing with back and forth since January 2025!

Verizon_Support

Thank you so much for providing your feedback on this promotion. So we can check the status of your request, we'll be sending a Private Message.

-Melissa

I have the same problem. I switched from ATT on December 29 . At the Verizon store I gave my old ATT bill and my IPhones 14 Pros I still don’t have any pay off credit for my old phones. I called Verizon multiple times and they are promise to send me the gift card for past four month . I still don’t have anything. I submitted all information they asked. I feel I’ve been misrepresented . I don’t have old phones and i don’t have a money for them to pay to ATT. My ATT account going to collection and it’s effecting my credit. It’s a nightmare to dealing with Verizon.

Verizon_Support

Hi Nata2, we want to make sure we honour the promotions you were promised. Thanks for bringing this to our attention. Please respond to the private note I will send in order for us to find a resolution. -Red

Same issue here! We purchased and switched to Verizon in store. We were told that we would receive a notification in my Verizon app to get the process started. We never received it. I have been going back and forth with customer service about why I still don’t have the mastercards for the Pay off your phone offer we were promised. The Verizon team member in store submitted our bill from our previous carrier back in March 2025. Every time I’ve called I get the run around about how I need to wait 60 days. That’s insane! My old carrier is expecting me to pay for my devices this month. Why do I still not have the promo Mastercards?

I signed up for Verizon with the promise of getting my ATT phone paid off back in February. I have been to the store many times and been on the phone many times (actually still on hold right now for the past two hours). I have been promised escalation multiple times and finally got a card last week to pay one of my 6 phones off. The rebate center says only one was submitted, even though I sent them the bill at least four times. I have never experienced such bad service in my 50 plus years of my life. This is horrendous.

Verizon_Support

I know it is important to get the rebates you were expecting. I want to make sure we check into this right away. Did you submit a seperate rebate on line for each phone line?

-Jazzy

I

@vzw_customer_support
Still No Resolution – Frustrated With Broken Trade-In Promises

I’m hoping someone from Verizon will finally take notice and help resolve this ongoing issue, because I’m truly at a loss.

A few months ago, I made the switch from T-Mobile to Verizon based on a promotion that offered $800 per line to pay off my existing T-Mobile device balances. It sounded like a great deal, and I was assured it would be a smooth process. I followed the instructions given at the time: I returned the phones as trade-ins and waited for the next steps.

But here’s where everything started to fall apart…

I never received any email or prompt from Verizon to complete or confirm my rebate submission. No clear instructions. No tracking. Just silence.

I followed up multiple times with Verizon support just a few weeks after signing up. I was told to email my information to a certain address, and that someone would get back to me shortly. That never happened. Every time I reached out again, I was met with confusion or vague answers — no one seemed to know what was going on or how to actually help.

It’s now been almost three months, and I’m still stuck with a large unpaid bill from T-Mobile for the devices I was promised would be covered. Meanwhile, Verizon has my old phones, and I’m left feeling completely misled.

I didn’t make the switch to Verizon to chase down unfulfilled promises or to spend months trying to get basic support. I simply want the promotion I was offered to be honored and for someone to take ownership of this issue.

At this point, I’m incredibly disappointed and frustrated. Can someone — anyone — at Verizon please step up and help resolve this?

Tired_of_Calling

It is terrible. I have been trying to get my rebate since February 2025. Five months!! My last call with customer service took over 1 hour. Verizon just presented false information. Does anyone on this chat know how to pursue legal action about this? It is ridiculous. I have the recording of my last call and plan to record all the calls going forward, since although Verizon claims to do the same, they never know what happened to the account the last time I called. Here is my call log

7/2

6/20

6/18

6/16

6/05

5/8

2/25

1/30

1/29

I'm also having trouble with this. I've received 1 of 4 promised rebates and the AT&T bill is due.

I've called three times so far.

Verizon_Support

We know it's important to get your promotions and want to help check on yours. We are sending over a private note to get additional details.

-Meg

And guess what thats how get they get you ive been waiting on a 250 amazon gift card was proccesed said would ship in within 48 hours nope went long past that and after hours n hours in chat they say well u need a valid email i said i do its on my account said i needed registerer one with the rebate office and same as you know where does it say i needed anything of the sort

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