IPhone Trade In Scam

[Dan_F]

I just want to post a warning here for anyone thinking about trading in their older iPhones or any phones for a "gift card". 

DON"T SEND YOUR PHONE TO VERIZON.

Here's why...

I recently upgraded my iPhone4s to an IPhone5s and hoped to receive what Verizon told me would be a $200 gift card for my old phone.  I answered all the questions in the condition questionaire truthfully and was sent confirmation by email that I would be receiving the "$200" gift card once Verizon received my old IPhone 4s.

I sent the IPhone4s to Verizon last week in the envelope and packaging provided to me.  I folllowed all the steps clearing the IPhone and disabling the IPhone Finder function.

Yesterday I received an email saying that my gift card was only going to be $76 instead of the $200 promised.  There was no number to call on the email so I ended up calling Verizon's main line and talked to a woman named Wanda who also had a very hard time finding the correct number to call about the gift card.  I spent about 45 minutes on the phone and finally was transferred to the Verizon Gift Card department where I was told by a not so helpful representative that the reason why the gift card was $76 instead of $200 was due to a problem with the charging port.  There is no problem with the charging port.  I have owned the phone for the past 2 years and charged the phone without issue up until the day I sent the phone to Verizon.  In fact the phone probably had a full charge when they received it.

I asked what Verizon will do to correct this problem and the representative told me it would take 7-10 days for them to research it.  I was counting on the promised $200 to help pay the Verizon bill due in a few days.  10 days to research an issue like this is excessive.  It took them 2 or 3 days to appraise the value of the phone at $76.

I have been a Verizon customer for the past 12 years.  I currently have all my services with Verizon including phone, FIOS internet, and FIOS TV.  I spend over $250 a month for Verizon services.  Is Verizon willing to lose a paying long standing customer over a $124 error that they are refusing to correct?  At this point it seems like it and I want this post to be a warning to anyone who is thinking about trading in their older phones.

[thanhle]

I got the same email this morning, except my credit is for $164. They originally sent a gift card for $36, so the remaining amount would be enough to fully get the $200. Hopefully, the gift card actually does send in this amount.

[Mstantz]

• I just wanted to post an update since Verizon did resolve this issue.  I had called at around 3:30 yesterday about my $36 refund after following EVERY step required and got "escalation" story.  I tweeted and posted in this forum and at 2:42am an e-mail came through that the reason I didn't get my full refund was because I did not turn off Activation Lock (which by the way is a lie since Apple provides a great link where you can check if it has been turned on or off  https://www.icloud.com/activationlock/and mine was confirmed off - www.icloud.com/activationlock/ ).  However, as a courtesy they were issuing an additional gift card for $164 within the next 48 hours.  So - Verizon - THANK YOU for doing the right thing!  However, you need to rectify this issue with your "Device Recycling Team" ASAP as I have been reading on many forums most are not getting the quick resolution that I received.  Nor, should there be this many discrepancies between what is shipped back and what is stated as being received. 

[loganberry]

Hi everyone,

I finally got some resolution to this and I suggest you all do the same.  I submitted a complaint to the Better Business Bureau. I got a response within 24 hours that they were contacting Verizon. I was then contacted by an Executive Customer Rep who apologized and explained the situation.  As we already knew a third party is handling the trade ins and obviously is botching it big time.  He then said Verizon would cover the difference in the appraisal value and the $36 I received. He also said he was going to look into these complaints (I had sent the link to this thread in my BBB complaint).

So if you want some resolution this is what I would also suggest.  Good Luck!

[blps53]

Mstantz-

So happy you got your full refund. I would love to same the same. I have only gotten the email with $36 back. I love the comment you made about wanting the phone back but they can't do that, but they can somehow track it down to retest it?! I highly doubt that!

I did get an email back which was a standard thanks for your message please call us for further assistance. It hasn't gotten me anywhere yet, but they haven't heard the last of me.

Has anyone contacted their state attorney general for help with this matter? I know some of you have gone to the BBB for help. I'm blown away by the volume of people this has effected.

I hope Verizon will do the right thing and get this matter resolved FAST!

Thanks

[jlegs]

I finally got my email today and was told I was getting $36 for a phone I had replaced under warranty three days prior to the trade-in.  The email didn't state why, so I went to the trade-in website where the explanation was "LCD is not working - LCD LED Back light Burn Out/Dark Screen".  This is total BS.  The only way there would have been anything wrong with that phone is if it was damaged in shipping or mishandled by the trade-in service.  I left a nasty message on the trade-in website, but like previous attempts, I doubt I'll ever hear back from them.  I also e-mail the regional VP of Verizon for my area to express my frustration with the whole process and demanded my full $200.  We'll see how that goes.  If anybody else wants to try that route, here is the list of VPs:  Region Leadership | Verizon Wireless

[Mnmi987]

I just received a $36 gift card for my wife's perfect iPhone 4 trade-in instead of the appraised and expected $200. I called the Trade-in help number (877) 247-3846 and spoke to a rep within 5 minutes. I was told the LCD was cracked/inoperable. This phone was in perfect shape when we mailed it in and we have the Verizon phone records to prove it. The rep said that she would file an escalation and that I should expect an email within 14 business days. Being loyal and longstanding Verizon customers my wife and I hope that this issue gets resolved soon. The trade-in program was the reason that we chose to upgrade to iPhone 6 models. I have yet to receive any information on the other phone I sent in and have found the website to check the status of trade-ins to be worthless.

[Mnmi987]

Update and good news! We have now received the full $200 after contacting the regional executive for our area. The Verizon rep from that office was very apologetic and really eager to help us resolve this issue. Our account was credited for the extra $164 by the rep and I now consider the matter closed. I have not yet heard back from the Rebate Center after the issue was escalated so if you are in the same boat as we were, you may want to contact your regional executive and explain the problem to them. On a related note, our other trade in phone received the full $200 with no problem. Good luck to all!

[blps53]

I am happy to say that Verizon did make good on an additional refund so with the initial $36 credit, I was issued a second credit of $164 totaling the expected $200.

I was disappointed that many of us had to go through hoops to get it, but keep at it if you are in the same position. I hope Verizon can get this straightened out to avoid further problems.

[cd3188]

Glad to hear it.  I hope at some point they'll credit me the rest of what they owe, though given their unresponsiveness to all of my phone calls and emails to date, I'm not particularly hopeful.  Of course, even if I do get the $200, I'll still recommend to everyone I know not to use Verizon, and will cancel my account at the end of my contract.  If more people stand up for their rights, companies like Verizon will stop engaging in illegal and unethical practices.

[loganberry]

I submitted a complaint to the BBB. Guessing that wont help but hey, it was worth a try.

Has anyone gotten any resolution from this?

[jlegs]

Has there been any talk of a class action lawsuit?  This is ridiculous.  I sent my iPhone 4S in on October 21st in the same cheap, non-padded, non-insured, non-traceable envelope that everybody else did and their website still shows not received after 2+ weeks.  This phone was just replaced by Best Buy under warranty a few days before the trade in, so I'm waiting to hear (if they ever receive it) that it's defective in some way.

[keandau]

we too have been scammed...

I sent in 2 iPhones that worked perfectly.  What we received was 2 gift cards of $76 each.  We did not receive any explanation.  Really, no explanation is required.  They worked fine, Verizion just decided to give us less that they said they would.  I definitely would NOT recommend that anyone else use their 'Recycle Program". 

I am the fool for believing a company that will spy on its customers using 'super cookies', then sell the data.

Verizon, AT&T Tracking Their Users with 'Supercookies' | Video - ABC News

[Misstoy78]

Here we go again.  Traded in 2 perfectly good iPhone 4s in their perfectly flawed packaging with a promise to receive $200 each and received an email with $7 for one and $15 for the other.  This is unbelievable!!!!

[A_E_C]

I wish I had seen this post before participating in their trade-in program. I just received my $36 credit for my $200 trade-in (x 2 as I sent two phones). I talked to a Recycle Center representative, I wish anyone that goes that route luck, as the guy was pretty rude. I just filed a BBB complaint on Verizon's trade-in scam...I mean program. Good job Verizon, I'm thinking about changing carriers for the first time in close to 10 years.

[Desert_Denizen]

Anyone else notice the pattern? People being told they will get $100 receive $18, people being told they will receive $200 got $36. Interesting.

Sent from my iPhone

[Jylphoenix]

I got the email this morning that they will credit me $164.  They still say my phone is locked, but i have the email from Apple saying otherwise. 

Never gonna trade through verizon online again.  I will go through the store. 

hope everybody else gets their issues resolved as well.

[Michellezz55]

Im having the same exact problem....did you ever get your full $200

[Michellezz55]

I Only received $36 for a 4s that they appraised at $200 they said the screen was cracked!!! that is BS my phone was in perfect condition  not even a scratch on the screen!!!! I got ahold of someone from the trade in center they said I would get another gift card in a few days!!! we will see sounded like BS to me!!!! 

[Jylphoenix]

Keep harassing them...this took about a month for me to resolve...calling the number doesn't help since its always busy, I tweeted on #VZWsupport, i also emailed the recycling program, I also went to the store. 

I got an email back from the program friday morning and they gave me $164 so with the original $36 they gave me, I have the $200 credit now.

they claimed I never deactivated the phone, which is total bs...

[Jungull]

So I have a success story. They showed my phone as received probably.....3 weeks ago now and I got paid my full $200 for my 4s about a week ago. No trouble. No issues. Just took a long time.

So yeah some miracles do happen.

[BoCoDad]

Not cool. When I bought my 4S, it went straight into an OtterBox Defender. The thing was in mint condition when I sent it off. Followed ALL directions explicitly.

$36???

I don't think so.

They'll be hearing from me first thing Monday morning.

ARRRRGH!