We'll pay off your phone....on 3 of your 4 lines

[RICHOF6]

I received an email that said, "We'll pay off your current phone and give you a new one on us!". I thought maybe I'll just upgrade all 4 phones on my account. Well, I was only able to apply that offer to 3 of the lines on my account. Support chat tells me that the other line for some reason does not apply to that promotion. There is no reason for any of this and the best they could offer was to pay it off and move all my plans to the highest tier. Has anyone else run into something this ridiculous?

[vzw_customer_support]

We've got your back! Sending you a private note now.

-Cryssie

[SynthpopAddict]

Speculation, but when you upgrade your phone, the old phone is traded in and then resold as pre-owned.  If the phone doesn't have much resale value, or is not one of the brands specified in the promotion? Or, if the 4th line is on an older (legacy) plan which is not currently available to new customers, then it would not be eligible because only lines on one of the current postpaid plans can get any promotions.

[RICHOF6]

I finally was able to get an employee that resolved the issue. I guess there is a glitch in the system. Hopefully it all works out in the end.

[vzw_customer_support]

We love to see that you were able to get your issue resolved! If you have any other questions, just let us know, we are here to help! 

-Meg

[johndjr]

Yea, i have similar issues,  but customer service in chat don't see the offer either but I have the text that was sent claiming

Verizon: Hi xxx, get the phone you want—on us. We'll pay off your current phone & give you the IPhone 16 Plus on us (up to $1000 in value) with select plans. When you upgrade & trade in any phone from your account, any condition guaranteed (Samsung, Apple or Google). New 36 mo device payment agreement req'd. And if you move to myPlan, get a 3 yr Price Lock guarantee (excludes taxes and fees).

[vzw_customer_support]

Hi johndjr! I'm sorry to hear you are having issues. We are here to assist. Did you already complete your upgrade?

-Dee