Verizon Trade In Program a scam? IT IS SURELY FOR ME!

[BhavinK]

I traded in my iPhone 6 in last month under the promotion of receiving $400 trade in credit towards a new iPhone 11 - received in monthly $16.66 credits.

I was not really willing to trade in as it was perfectly fine phone, I was using it till last day, however was flattered at $400, ended trade-in my iPhone 6. iPhone had no issues other than minor wear an tear as I had used it for 3+ years. I powered the device on and did a factory reset. The "welcome to iPhone" screen was present, and was as responsive as new iPhone is.

I sent the phone to Verizon after receiving the new iPhone 11, and was happy with the deal I got on the trade in UNTIL...
Today, I received an email from Verizon saying that they were giving me a credit of $9 INSTEAD OF THE $400! The email went on to say that the screen is unresponsive or cracked. Well this was untrue, I had just used the device to last day before trading it in and was in perfect condition, no cracks on screen and was as responsive as my new iPhone 11. What I do know is that I sent in a good, working, 64GB iPhone 6 and they were giving me an $9 credit!

If you trade in your phone, it's your word against yours, and I speculate that they profit greatly by evaluating perfectly good phones for really low values. Not to mention that Verizon got me into a payment plan for a phone I didn't really need, but was taking advantage of an offer that really was too good to be true.

I'll post an update if i ever hear back from the "ticket" that was submitted, and whatever experience I have going forward. I have also did a trade-in iPhone 7 on other line for another iPhone 11 under the same promotion except this time I am supposed to get trade in value of $500 for my iPhone 7. To be honest, and if this is a scam Verizon may value my perfectly working iPhone 7 for scrap value. 

Now going to posts on internet, I see this is very common complaint and Verizon doesn't care, I guess.

Fool me once shame on you. Fool me twice, shame on me!

[skocharian]

How long did it take before you recieved word from them on the appraisal? I sent my phone in 2 weeks ago and they recieved it 10 days ago and it just says "request submitted"

I'm worried I'm going to get scammed as well.

[Tigerstep]

An iPhone 6 isn't worth $400 nor is a 7 worth $500. The "up to $400" trade in promos are reserved for new lines and higher value phones being traded in. Inflated value on a 6 for upgrading is usually around $100.

This sounds like a combination of not qualifying for a promotion / poor packing of the phone during shipment.

[Ice8]

It is a SCAM ... there is no trade in program and if you send in your phone you will get cents on the dollar for what they promise you, and you will NEVER see your phone again! 
I had an pristine 6+ W/128 GN that I was using up to the minute that I put it into the envelope and box provided by Verizon. I too was told that instead of the $200 promised I was getting $15.50 because my phone was cracked and/or unresponsive. I asked for my phone to be returned... im certainly not giving it away for $15 bucks! Both the phone and Verizon are now AWOL. That's right VERIZON STOLE MY PHONE!! Why do I say that? Because I just received another message from Verizon saying that they were revoking my $15.50 trade in allowance for some unknown made up reason. 
they will reach out to you promising all kinds of help but you need to verify your account info... then the Verizon system denys my password that has worked every other time and locks me out if my account. I can't tell you how many times they've asked me to "talk" but nothing in their system works to connect with them. Besides... I don't need to talk to someone, I don't need to explain it again to another phony friend because I posted it all right here!! All they need to do is what they promised when I bought my $1250 iPhone 11 and process my measly $200 rebate.  There is nothing to talk about! 

VERIZON WILL STEAL YOUR TRADE IN!

[vzw_customer_support]

So sorry to hear about the discrepancy with your trade-in, Ice8. That is certainly not the experience we would want for you and I'm happy to help figure this out. We'd need additional details so please check your Private Note. 

RyanM_VZW

[holland05]

You are absolutely correct. It is a total scam. I also was lied to. Verizon is lying to customers in order to sell phones. It’s a tragedy and an injustice. Like another poster, I was told I’d receive $200 for each of the iPhone 6s that I traded-in. I was assured that it was the best promotion at the time with no other restriction. The phones were in great condition with no cracked screens or any other issues. I knew something was up when I didn’t get the shipping label and envelopes to send the phones in. I have to call to get those sent to me. They only send a label. Then, I send them in and I’ve heard absolutely NOTHING.

I have called back 5 or 6 times and each time, I’m told something different. I give them the info they ask for and I’m told to do something else or to supply additional details. Each time I’m told that my contact is recorded and notes are added to the file. I also was told that my online purchase transaction also was recorded, yet when I call, I’m always told something different in response to my questions about why I don’t yet have a credit. I’ve even had reps confirm the promotion I received but yet, I still have not had anything credited back to my account. Why LIE to customers? WHY? I’ve been a customer for nearly 20 years. I see that means nothing as well. This is the absolute worst experience I’ve had with a company in a very long time and I hope other customers read this post to avoid being victimized by yet another greedy company. 

[house69]

I had this exact same experience.  Each time I called or did a chat, it would a long aggravating conversation that ended in them agreeing  I WAS due the $200 and it would be taken care of. Then I did not receive the promised payment and had to contact them again. Each call they had a different excuse as to why I didn't receive it. They ask for proof of the promotion was going on at the time I sent it in. (really, you don't have records of your promotions and want the print screen of the promotion?? Who takes print screens of a promotion - I trusted them to honor their own promotion!) It turned out they STILL had that promotion going on so after over an hour, it was determined to credit my account $200.   Then they said I had to do another trade in online and would receive credit.  Then the next time they said I never received any credit for tradein because it was damaged. I DID receive credit -it was just $12 because wrong device sent.  They asked for proof of getting the $12 trade in credit / that it was an approved trade in -- THEY DON'T HAVE RECORD OF IT?? I said I could forward the email I received FROM THEM stating it was accepted, etc. and printscreen of the $12 bill credit. (NO mention any previous times or trade in email of damage)   THEN they mention the damage. I have a photo of the phone prior to sending in, IN THEIR SUPPLIED packaging. It was in perfect shape. Why did the email and no previous conversations not mention damage? They change excuses each time.   Finally reached a nice person who I went through everything yet again  (over 8 hours of phone/ chat conversations with verizon on this) and she said she would make sure I got the refund, if for no other reason then all I've been through, and she would follow up with ME so I didn't have to call back.   She sent me an email so I would have her email address.   No resolution. I've emailed her several times. This has gone on since March and it's almost August. I  am so frustrated. They can promise anything they want and just lie to avoid paying. They wouldn't let me bring the trade in to the store when I picked up the new phone & now I see why.   I will have to look into better bus bureau and see if a lawyer will possibly assist just to be sure this doesn't happen to someone else. I need a new phone for my son but don't trust verizon!

[vzw_customer_support]

As our valued customer, your account concerns are our concerns too. After reviewing the feedback you've provided here, I'd be disappointed too. I apologize for your inconvenience and we'd like to further investigate this matter. Since we will need account-specific details from you, we’re requesting your permission to gain access to your account. Please check your Inbox as we’ve sent a Private Message to you regarding on this topic:

http://spr.ly/6604Gdpuk

RobertC_VZW

[CABBAC123]

Hello,

We sent four phones in, were promised $1400, and received, as far as I can tell, $9 for one and no news on the rest. All in perfect working order. I have photos of them all ready to go and packed up, have online chat records saying my credit would be coming in 1-2 billing cycles (7 months ago). I'd love to receive some type of official help and/or email with what to do next.

[vzw_customer_support]

Hello, being on top of our trade in program is vital, especially if the return amount was lower than expected. Did you receive notifications on the status throughout the process? If yes, what did they say? Was this a standard trade in or a promotional offer? If it was a special deal, what did it consist of (terms & conditions/procedure/restrictions)?

GilbertoL_VZW

[CABBAC123]

We signed up for four new phones and four new lines on December 6, 2019. We did this in person in a store. As part of the sign-up, we wanted to trade in four phones for credit. One iPhone 5 and one iPhone 6 ($300 each) and two iPhone 8s ($400 each). The trade-in process was done through the store, and I received a box and pre-paid label to send the phones in. I believe the box and label came in the mail. I mailed all four phones back on December 12th. I have photos of the tracking and of the phones in the box (perfect shape) and we also had to pay off the phones via Sprint first, which we did.

On February 8, 2020 I chatted with an agent to check on the status of our trade-in credit (should have been $1400) and was told "Upon checking here I was able to confirm that the package was already delivered on 12/18/2019" and that "I have already file a promo escalation for your lines! I know that this will take another time, One thing for sure is within 1-2 billing cycle you will be able to get the credits."

I have a copy of this transcript as well as the reference number if needed. I called back a month or two later and talked to someone on the phone and they said more or less the same thing, that our credit was coming and just to be patient and they'd escalate things for us.

It's now August and we still haven't received our $1400. So yesterday I chatted with someone on the verizon help chat (and today too) who said to look for a submission number. We have one submission number that came via email after we had sent in the phones and when looking up the trade-in status of that phone it says that they received the wrong phone (wanted an 8 and we sent a 6) and they gave us a total of $18.

So, we sent in 4 phones in perfectly great working order, were told we would receive $1400 (over and over again and just to be patient) and so far, we have (in theory) only received $18. And honestly we haven't even received the $18 as far as I can tell. Would love some help please.

[CABBAC123]

Continued from above....

It was a Black Friday deal, the same or very similar to this one...

https://www.verizon.com/reusable-content/offers/hol1035-get-400-Mastercard-Verizon-Unlimited.html

[vzw_customer_support]

Thank you for providing that detailed information.  We always want you receiving the correct promotions/deals.  Let’s check on everything together.  A private message has been sent to assist you further.

[Angrycustomer101]

I've had the exact same experience.  Gave me credit for 2 phones at the agreed trade in value, but they won't give me credit for the other 2 which are the exact same phone.  Been talking to them for 3 months!  Not sure I can offer any help, but I'm not letting the trade in department off the hook.  I get a different story every time I call.  First it was that I gave them the wrong id online, then it was the phone was not working properly, now I finally have someone in charge, and neither of those is true.  Everything was as I said, and they're "trying to get it approved".  Spent 3 hours on the phone last week, and 2 today.  

[vzw_customer_support]

We always want all of our valuable customers to get any credits they should be getting from us when trading in phones, Angrycustomer101. We have sent you a Private Message, please only respond to that going forward.

StevenG_VZW

[vzw_customer_support]

We certainly want to help you in any way we can. Are you able to provide us with the Trade-In Submission IDs for the credits you did not receive from us?

StevenG_VZW

[Jinhaxoxo]

[Edited for Privacy]

[vzw_customer_support]

It's important to get in on a good deal, I completely understand where you're coming from. I'm sure I can clarify the details for you. Please allow me to explain that when completing a trade-in, any damage will reduce the value of the device, and it will not qualify for the promotion. Please click this link and scroll to #4 in the "Trade in credits" section: http://spr.ly/6607GfKdb I hope this information is helpful.  

[LBX]

I don’t believe you.  
Words are very cheap and apparently not worth anything at Verizon.  
It’s all show and deceive.  

[vzw_customer_support]

LBX, this is never how we want you to feel, and would like to do everything we can to back up our words with a resolution. We have sent you a Private Note, so please respond at your earliest convenience, so that we can help turn this around.

KevinM_VZW

[Disappointed61]

I am currently on the phone with Verizon Customer Service for the fifth time on this issue (directly with the Trade-in center at this point). My issue is that the company has still not sent me the box, labels, or information to return my previous phone. Each time, the rep. assures me that the material will be sent, yet I still haven't received anything. To make it worse, Verizon is now not including the credit on my monthly bill.
I've also submitted a request for the shipping materials at least 4 times online. It's stunning that a $100 billion company can be this negligent or incompetent.
It's reached to the point where I believe this program is a scam and today I filed a complaint with the Attorney General's office in my state.