Why can't I upgrade after paying off my device?

[drownsoda]

I purchased a phone in May 2015 that was under the monthly payment lease plan. As of this month, the remaining balance on the device was $149.00.

From what I read on Verizon's website, in order to upgrade my phone I'd need to pay off the remainder, or pay off 75% of it and turn the device in to them. I paid off the $149 remaining balance of the phone this afternoon, and now according their website I am unable to upgrade my phone without paying full retail price.

I am beyond frustrated by this and do not understand why I am ineligible to purchase a new phone with the monthly payment plan. What is the deal?

[drownsoda]

Note: Prior to paying off my device, my account showed that my line was eligible for a monthly installment plan upgrade—it was not until I paid off the device that this option disappeared and I am now only eligible to "upgrade at full retail." This is absurd.

[chris1060 · Accepted solution]

If you just paid the remaining balance off this afternoon, you may want to wait until tomorrow as it may take a the system a couple of hours to update to actually show the $0.00 balance. Or you can contact customer service at 1- 800- 922- 0204 to verify the payment was processed.

[drownsoda]

I looked at my bill at my amount due is $16 less than what it was (the monthly payment for the phone was subtracted), so I think the system has processed it. When I view "My Devices" it says my line is ineligible for an upgrade until 05/12/2017, which is two years to the day that I purchased the phone with the payment plan—since it was a monthly payment plan though, it wasn't to my understanding a contract, so I don't know why I'm being barred from leasing a new device until then.

[drownsoda]

Never mind--now it is showing that I am eligible for an upgrade.