I upgraded my iPhone 11 Pro Max to iPhone 13 Pro Max last week and I wanted to use device dollars that I have been accumulating for the last two years. I placed the order in store and informed the sales rep to apply device dollars to my purchase. When I went to pick up my order after it was delivered, that rep was gone and there was a new guy who told me that device dollars can't be used in-store and he charged $210 (difference between trade-in promotion and new device). After coming back home and doing some research about it I found that device dollars can be used in-store too. I feel cheated and now the device dollars that I had accumulated for this upgrade will start expiring.
I have been trying to reach Verizon support through phone calls and chat but have not been able to talk to anyone yet.
Oh, no! This is certainly not the experience we would want for you to have. Please feel free to send us a Private Note here for assistance with this issue, or you are also welcome to message us on Facebook or Twitter.
We would recommend dialing Verizon Up at 866-895-5579, to see if there is any way they can retroactively apply those Device Dollars, and if not please reach out to us so we can look into our options to resolve this in another way.