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$800 Verizon Trade-in issue 2021-2022

I saw a $800 dollar trade in for an Apple Iphone 13 Pro deal with Verizon. Despite having a decent phone (Samsung Note10), I decided to give it a try as it was a very good offer.

I did the usual: filling out documents and took the new iphone home and sent in my older phone once the trade-in package via UPS arrived. A few days later, Verizon confirmed it received my old phone and soon after sent me a appraisal value email at $33.33 for 24months =$799.92. I was told that the promotional credit would kick in within 1-2 business cycles.

Fast forward 1-2 billing cycles (Jan 2022), the credit did not apply and I called Verizon to resolve this matter and told me it will be rectified again 1-2 billing cycles.

Comes March 2022 the credit did not apply and I called Verizon to resolve this matter and told me it will be rectified again in 10 days. They did not even know what promotion I was even referring to until I provided my confirmation number of the trade-in.

FYI Verizon: https://www.apple.com/shop/buy-iphone/carrier-offers
Asking Apple may be helpful, they still have the promotion information up on their website.

May 2022: I look at the bill and only got $300 over X months credit towards my bill. I called Verizon and informed me that I did not sign up to one of their premium 5G plans and did not meet the tier level to get the full $800 dollars. If that was the case, why would I consider the upgrade or also if I really wanted to get the promotion, I would have made the plan upgrade to begin with to qualify me for the deal.

This is total non-sense, because the promotion nor did the staff did not mention any sort of plan requirement to qualify for the offer.

They failed to meet the condition they set forth 3x on rectifying my promotional credit taking up nearly a year. Once they rectified the credit, they did not provide promised amount.

Like forreal? Is it logical to trade in a phone that was out only for 2 years for $300 dollars and get into a 24-30month contract when its competitors offer the same deal (and honors it) without any durational requirement.

Once I figure out my contractual duration, I am cancelling my services with these Scamm.

Comments

NickDundy

I am going through the same thing with Verizon. As advertised, I was expecting $700 dollars for my Samsung S10+. Since I bought the phone in October, I called them 4 times regarding the trade in credit and each time I was assured that the credit would show up in the next billing cycle which of course didn't.

Fast forward to May, I was reached out by a senior customer representative after submitting a complaint with BBB with a news that I wasn't eligible for the offer because the offer was expired and now they only offered $440 dollars for my phone. However, each time I called the customer representative, I was assured that I am eligible for $700 dollars.

At this point it feels like they clearly stole my phone .

todfhunt

Same! It took 7 calls, each well over 1hr long, and each time having to re-explain, to finally get a rep that knew what she was doing, and was willing to escalate properly to make sure it was solved. Rebecca was her name. Sweet southern accent. She got it done when all others failed and even made stuff up. Like, they are sending the traded-in phones back to me, so that I could them reinitiate the process all over again. Despite my explaining how absurd that was the rep insisted. Even made notes in the account about it. Needless to say the trade-ins never came, and when I did finally get help from Rebecca she saw the notes and commented how bewildered she was by it. I’m convinced VW is playing a numbers game… the more they cause this issue the more people get frustrated and just give up to pay full cost.

akatakam1292

I am concerned of the same issue. I added a new line with iPhone13 and traded-in a Note9 with full $800 credit. No mention of adding in 5G Unlimited (We did Unlimited Start) Premium plan. However, today I tried to upgrade my existing line to S22 with an S9 which was originally advertized to upgrade to 5G Unlimited plan. Today I see it says one gets half the amount of $400 if on Unlimited Start plan and gets $800 if upgraded to 5G Unlimited Premium Plan (Pay more or other) which $10 more. Basically, they switched this. The oroginal offer was good until June 30. Now they offer additional $400 but you have to pay the additional $10/mo. Do the math in 40 months when the phone is paid we pay the same $400 which is seen as an additional discount. After 40 months one is stuck on the Premium Plan. This is a bait and switch. Poor advertisement.

ryanbriss

Exact same issue for me. Promised a $700 credit back in February. the device was delivered and signed for on 2/14 by Verizon Warehouse. Fast forward to July 5th and nothing.

Over a dozen calls/chats/text conversations, and all I get is a request to wait a bit longer. There must be 5+ tickets that have been opened in the system (or so I'm told).

Very frustrated. Will take the advice to reach out to BBB.

Sam127

I have the same issue. I bought a Samsung S22 from Best Buy, while the $800 promotion was running on 04/20. I traded in Pixel 4a which was listed as eligible for $800 promotion. I also have the required Unlimited plan. I got $63 one time credit and after spending hours with at least 5 different reps on the chat, I have gotten nowhere.

Unbelievable how deliberately obtuse and difficult this process has been made. I have been with Verizon for over 15 years, but I am ready to try other networks.

Verizon_Support

@Sam127 ,

Thank you for sharing those helpful details with us. With your upgrade going through Best Buy, you would have had to submit your trade-in on vzw.com/tradein after activating the S22 on your line. When signed into your My Verizon account, what was the expected trade value that you were shown? You also mentioned upgrading on 4/20. The promotions we had at the time had a requirement for a new line of service to receive the boosted trade value. Upgrading lines were not included until the promotions we started in May.

-Russell

Sam127

I did submit the trade-in through vzw.com/tradein, right after activating my S22. The trade-in value showed $63, but an agent through chat assured me that it would be adjusted to the correct amount ($800) after they receive it.

I'm 100% confident that the promo was for upgrading the existing line. The requirements were: be on an Unlimited plan and trade in the phone listed below. There were different amounts for different phones, Google Pixel 4a was $800, paid as bill credit over 36 months.

In the hindsight I should have taken a screenshot of the promo, but I never thought that I would have to prove to Verizon what promos they had at what time.

Verizon_Support

I'm sorry you were not given the correct information about our Trade-in promotion from the Best Buy rep. We are always here to help with making sure you have the information you need about our correct promotions and what qualifications are needed to receive it. Have you spoken to Best Buy where you purchased your device?

-Kinquana

3bf

I'm having the exact same problem - although i've gotten zero credits for a phone I sent them months ago! 2.5 hours later and I'm still on hold trying to get this resolved. Frustrated and feeling defeated to say the least. I would have never traded my phone in had I known this was going to be the nightmare it is!

Verizon_Support

Oh, no! We hate that you are going through this. We would be happy to assist. Please send us a Private Message, so we can assist.

*Cassandra

wnichols82

todfhunt,

I'm going through the same thing right now. It appears this is intentional by Verizon. Do you have a phone number of who actually helped you? I've been dealing with them through chat, email, and phone (India) and I keep being told not to worry! Well I am worrying because they stole $800 from me. Thanks for any help.

wnichols82

I should have mentioned I have emails and screen shots of the chats that prove Verizon is telling me one thing and not following through with it. I'll also go to the BBB, but will be telling everyone I know to beware of trading anything in with them. Also, will be looking to take my 4 lines somewhere else. This has been totally ridiculous!

Markitag

I have exactly the same problem. Bought a Samsung on June 22 at Costco with the understanding and picture proof that I would get a $800 trade in and I had the same Unlimited start. Now it is almost September and I have also spoken and chatted with several customer service staff who assured me that this be resolved in 1 or 2 billing cycles. But, I'm am still only credited $400 for my trade in. I let each customer service rep that I wouldn't have bought the S22 if I had known wouldn't have gotten the full $800 credit that I was promised.

SilencedNine

They are either incompetent or intentionally deceptive. Either way you can't trust them. Don't do it. Buy a used phone on swappa. Just pay for it and go. None of this smoke and mirrors and which cup is the ball under nonsense. I took in a used hotspot that I purchased to get activated and they saddled me with a 2 year contract on it that I could never manage to get removed. I trust them for nothing other than providing me service from one month to the next.

SGriff03

I have also had the same issue, they told me all I need to do was pick a 5g unlimited plan and with the phone I was trading in I would be eligible for the promotion. I told them I wanted the lowest one. And the rep said the would be the 5G start. Over two months later and countless phone calls, which last for well over an hour sometimes close to two. I was able to get them to fix one line and Verizon customer service is now trying to tell me I really didn’t qualify for the plan I agreed to sign up for and only gave me a $400 credit per phone instead of the $800 per phone the promotion stated. This is obviously a very common occurrence from the other comments I’m reading. I am getting g ready to get in touch with my local news station who does reports on companies scamming people. Because I think that exactly what’s going on here. I would have keep my old phone if I knew what a disaster this was going to turn out to be. And I will be looking into changing my carrier since Verizon wireless doesn’t want to take care of their customers. Very disappointing.

Verizon_Support

Glad to hear you joined the Verizon Wireless family, SGriff03. We apologize for any inconvenience this has caused you. Our goal is for you to take advantage of all the available promotions. We want to get a second opinion on this situation. We sent you a Private Note, so we can continue working together.

-Jason

scammed1

Yep, I guess I fell for the s-c-a-m too. Took them up on a trade-in promotion. They said they would give me $800 each for our two phones. Nope. Sent in the old phones. Dozens of calls, dozens of chat sessions, dozens of customer service reps assuring me that the issue will be resolved, multiple 'escalation tickets', etc. They promised me $1600 and I'll never see it. Will write it up for the BBB so hopefully some other folks avoid having their phones stolen.

Verizon_Support

Hi scammed1! This is not the experience we want you to have, we need to check this on your account and see what happen with that trade in promotion.

>Luis

BMill705

Same issue I'm having. Samsung website had an $800 credit promo for a trade when processing through Verizon. Months later my tickets keep getting closed with "more information needed" added to them each time I respond. All of the chat reps ignore me and add the same more information needed notes and close my tickets. I even have the proof they received and processed my trade-in device. Along with screenshots of the first agent I spoke with telling me it would be processed. No credits received yet.

Verizon_Support

Getting the promotion you were promised is supposed to be seamless, BMill705. We are terribly sorry that has not been the case. Please look for a private note from us, as we will need to work there to gather all the facts.

-George

GKilgore

SAME ISSUE HERE. I HAVE BEEN ON CHAT AND ON THE PHONE NUMEROUS TIMES SINCE SEPTEMBER AND NO CREDIT GIVEN. I WILL BE REPORTING THEM TO THE BETTER BUSINESS BUREAU AND BASED ON THE STRESS THIS HAS CAUSED THEY BETTER BE OFFERING THIS CUSTOMER OF OVER 20 YEARS MORE THAN AN $800 CREDIT!!!!

GKilgore

NOTE: I am turning off AutoPay until this is resolved. I expect my last two bills to be paid for my time and trouble. A supervisor, vice president, or other high ranking Verizon executive can call me to resolve this ASAP. I have never been so frustrated and appalled by the lack of customer service of Verizon as I am now.

Verizon_Support

Hello! We would be more than happy to assist you. Can you please elaborate on your questions/concern?

*Leyla

GKilgore

My concern is more than well documented in my file. You can have someone call me at 9am pst today to discuss

Verizon_Support

Hello! We understand that you are experiencing an issue with your services. We are here to help! Please send us a Private Message for additional assistance. We're looking forward to working with you!

*Kay

mikmela

Why it was never clearly explained to the customer by all reps she chatted with?

Verizon_Support

Goodness! We want the trade-in process to be smooth and easy! And we want to make sure you're getting your promotion! We're here for you and we want to help! Please, send us a Private Note, so we can open your account, and get you taken care of right away!

*Chance

GinaV1

I've been dealing with the same issue since December 2021. Spent over an hour tonight (again) trying to work this out. First time I called, the rep told me the trade wasn't logged in and that's why I was being billed monthly for the entire $700. He was going to work on it and get back with me in 2 weeks. (Maybe he meant 6 months?) Tonight the rep told me that the trade had been delayed but it wasn't for $800 - my phone only qualified for $400. They basically said the store personnel and I were wrong, but they understood and were very sorry. Told them I didn't want their apologies or understanding - I wanted them to make it right. I love how they repeat everything over and over thinking it will help me understand they aren't going to honor what was offered. I think I'll take under advisement contacting the BBB and FCC.

jkennedy78

I have the same problem.

On the phone again today with Verizon today. Identical story to others and feels like a bait and switch. Traded in two phones back in December of 2021 and January of 2022 and each phone was assigned an $800 credit.

Three times over the past year, I've received emails stating the promotions would be removed as a result of changing my plan. I HAVE NOT CHANGED MY PLANS ONCE IN THE PAST YEAR.

So, I call in, explain the situation to the CSR's, they see that I have not changed plans, they see that I should be due the credit, and I am assured they would not be removed. THEN THE CREDITS STILL GET REMOVED. I call back in, explain it all over again, and the CSR's reverse the chargebacks and re-instate the credits.

Each time they assure me this was a mistake, and it will not happen again. EACH TIME IT HAS HAPPENED AGAIN. I am now facing an $850 bill because I've again been charged back ALL of the credits received so far, and the promotions have AGAIN been removed from my account.

Isn't customer retention the whole objective of promotions to begin with? In my opinion, the inability to get this right is going to cause Verizon to lose more customers than it retains. This may the most frustrating experience I've had with a wireless provider, and I've had plenty of frustration.

How many people don't even notice the chargeback, or don't call back again and again when it keeps happening. It seems like these promotions are being used to lure customers in only to have them rug pulled on some technicality after the fact. MISLEADING AT BEST, FRAUDULENT AT WORST.

SHAME ON VERIZON FOR NOT FIXING THIS.

jkennedy78

Maybe have finally got some traction.

Sounds like Verizon at some point changed the 5G play more plan to 5G play more UW, which is triggering the system to think I changed my plan when in fact the only thing that changed was the plan code (by Verizon, not me)

Additionally, somewhere along the line someone mixed up the phones I traded in, and removed the fact that one was a loyalty offer. This caused the amount I was eligible for to keep getting downgrade by “revenue assurance”

Theresa, the rep I spoke with today l, helped discover both of the issues which seems to be causing most of the headache here.

She is working to fix the billing, and I’m hopeful this will be put to bed, because none of it was a result of anything I did.

It’s silly that it’s taken a year of multiple calls (a dozen or more) and endless amounts of frustration to figure this out. I have to assume amount of effort Verizon techs and managers have spent on this could have paid out my promotions twice over by now. Forget the fact they nearly lost another customer to boot.

Verizon_Support

Hey there, Kennedy!

I am truly glad to read in your next post that you already got a solution to this issue.

If you got any doubt or concern, please let me know, I am here for you!

We are available 24/7 just for you!

>Juan

samroney

Same here. I responded to the iPhone 14 "on us" offer.

Lie #1: Once you dig into the offer, it's not at all "on us". That's a flat out lie. If I have to give them a trade in worth $1000, it's on me, not Verizon. If my trade in was worth a grand, I wouldn't be trading it in. The deal was supposed to be "on us"(Verizon).
Lie #2: Ok, so I had guessed there would be some kind of bait/switch catch and found out the "on us" was a lie. Now, I go ahead and just see what they'll give me for my phone anyway and consider making the deal. I put in all of the info on my phone and they offer me $400 for it- not "up to..." or "as much as.." the trade in value said $400, period. Then, I almost missed the second bait & switch, but after I pick out the service contract and go to finalize it, they pop in $11 as the trade in value. Are you f kidding me??? For $11, I'll keep it and Verizon can shove their "on us" deal right up their charging port.

Can ya hear me now? I don't do business with con artists. I'll get my phone & service elsewhere, thank you. Verizon has lost my business after many years of putting up with bad customer service and billing errors. I'm out.

huli1104

Hi,
Cab someone reach out and help me with 800 trade in for iPhone 13 2021-2022. It is ridiculous that numerous phone calls with customer service result in nothing. Such a waste!

Verizon_Support

Hello, huli1104, thanks for reaching out regarding your trade-in. I'm sorry to hear you've had to reach out multiple times on this. We're glad to help ensure that this concern is resolved once and for all. So we can best assist, we will be reaching out via Private Note.

-Lauren

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