“We’ll pay off your old phone” Promo

[ilovetacos]

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!

 

 

 

[vzw_customer_support · Accepted solution]

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

[ryoungtech83]

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.

[tloldham1]

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. 

[vzw_customer_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

[RuveeNola]

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.

[vzw_customer_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

[paulmiller381]

The same thing happened to me. Called to cancel the order, got a ticket number, placed a new order over chat, and the original order was still shipped. Any additional help?

[vzw_customer_support]

Sending your a Private Note. -Ross

[akrose7]

I just purchased a new phone under this promotion as well and have not received any guidance to submit proof of my bill to receive the Mastercard. Please advise on steps to take to ensure I receive the Mastercard to pay off my phone with T-Mobile.

[vzw_customer_support]

Hello, we do want to make sure you get that previous device paid off as well. I am sending you a private note as we speak.

-Jaquetta

[vzw_customer_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

[JAlves25]

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

[vzw_customer_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

[lhuynh]

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?

[vzw_customer_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

[vzw_customer_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

[Nata2]

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.  

[vzw_customer_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

[lhuynh]

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 

[Mo911]

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.