In October, we switched four (4) lines to Verizon and added a tablet line to the account, with five lines in total. There were several promotions at the time:
We ordered two iPhones 13 Pro Max for trade-in and two iPhones 12 mini. An in-store agent suggested that we call customer support and make sure we make our trade-in on time. We called, and a customer support representative sent us a shipping label, which we used to ship our two old phones.
It turned out they were never linked to our account, and from my understanding, this is not how trade-in was supposed to go. Later, we were told by a different customer rep that we were supposed to do an online application and receive submission IDs - something the first representative never told us.
We found IMEI codes for our old phones (that are now somewhere in a Verizon warehouse) and made online applications.
However, we were told that in best-case scenario, we could receive a maximum of around $200-300 per phone, not the initial promotional value.
The current situation is two of our family members couldn't put up with this situation, paid off their one iPhone 13 Pro Max and one iPhone 12 mini, and are about to cancel their lines. Our two old phones are somewhere in the warehouse and nobody is sure whether employees will be able to find them and link them to our account.
As a result, we only received ridiculous bills and never received:
We've been following customer representatives' advice every step of the way from the very beginning to make sure we do everything right. Now, no one has been able to help us or tell us what we should do next. Customer support representatives tell different stories each time, and chat agents merely leave the chat.
Hello, vd5. We are very sorry to hear about the concern that has come about with the promotions that you are expecting. We do appreciate you as a new customer and we certainly want to assist with this in every way that we can. Please send us a private message so that we can assist further. -Brett