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New Customers Promotions - Tremendous Credit Issues
vd5
Member

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:

  1. iPhone 12 mini for new customers
  2. $500 of credit per line for new customers
  3. Promotional trade-in value.

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:

  1. Promotional trade-in credit value of $1000;
  2. Market value trade-in of $200 for the paid-off phone;
  3. $500 credit per line for new customers (there's two active mobile lines remaining)
  4. Around $800-900 of credit for iPhone 12 mini, which also was supposed to be part of the promotion for new customers.

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.

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Re: New Customers Promotions - Tremendous Credit Issues
vzw_customer_support
Customer Support

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

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Re: New Customers Promotions - Tremendous Credit Issues
vd5
Member

@vzw_customer_support Hello, Brett. Thank you for your response. I sent a private message and am awaiting a response.

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Re: New Customers Promotions - Tremendous Credit Issues
vzw_customer_support
Customer Support

That's great. That's a faster way to get help.*Melissa

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Re: New Customers Promotions - Tremendous Credit Issues
vd5
Member

Melissa, I haven't heard from anyone so far. 

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Re: New Customers Promotions - Tremendous Credit Issues
vzw_customer_support
Customer Support

We want everything correct and have sent you a new private message.-Sean

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