Similar to many others I've found searching this issue, I tried to order a new phone on the website. As a long time existing customer, I used the "My Verizon" app on my phone. It would not give me the trade in value listed of $1,000, so I instead called customer service. Customer Service informed me that the phone was eligible and I would receive the full trade in value of $1,000, but it would appear as a credit on my bill in 1 or 2 billing cycles. Customer Service placed the order for me over the phone. Aside from this order being an absolute nightmare on several fronts, necessitating several phone calls just to get the phone, and NEVER getting the charger I paid for, I received an email today telling me that my "actual trade-in value had to be adjusted." It advised that "Your plan does not qualify" was the reason. They then called the advertised $1,000 trade-in value an "Estimated" value, and "adjusted" it from $1,000 to $49.50!
Wait a second: Verizon was then and is now and at all times was my carrier. They knew -- then and now -- what plan I had. Now, suddenly, once they receive the phone, my plan somehow doesn't qualify??? I would like this attended to, please. Also, the second phone I traded in was sent at the same time at the UPS Store, but Verizon claims not to have received it yet. What is going on at Verizon lately? I can't afford to spend hours on end on the phone just to get what I contracted to receive. This was NOT part of the deal!
Oh, no! We are truly sorry to see you in this situation. We know the importance of managing your offers. Verizon is here to help.
For more details check out our Trade-In FAQs: https://www.verizon.com/trade-in/faq/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
I have the exact same problem. I traded in a pristine iPhone 11 for a new iPhone 15 and just received an email that said โYour active plan does not qualifyโ and theyโre adjusting the value from $830 to $415. With no additional explanation. I hope to find time later today to call and get a better explanation or better yet, the full amount promised!
Hello, ELIZ_H. Help is here. Getting a great deal is always a good thing. Please tell me more. Which plan do you currently have?
-Natasha
I just had the same thing happen to me! I take excellent care of my phones only to be told my trade in credit went from $830 to $228?! This cannot be true. It also says my active plan does not qualify, even though at check out with my new phone I chose to change my planโฆ
We want to make sure you're on the right plan to get the best discounts possible. Most promotions do have a plan prerequisite and the promotion falls off if the plan changes. We'd like to take a look and make sure you're on the right plan to get your promotion. Please be on the lookout for a Private Message so we can help.
~Jesse
I just had the exact same issue, 5 months after the most recent post. I was incentivized to change plan at checkout to receive an $800 trade in, and that trade in was reduced to $400 with no explanation other than "Your Active Plan does not Qualify". Verizon I expect a resolution here. If this is a technical issue, you've had ample time to resolve it by now.
Oh, wow! Dealing with promotional trade-in issues can be frustrating. Our goal is to help you in the best way possible.
You can always check an offer's details through our official deals page: https://www.verizon.com/deals/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
I'm having the same issue. Reduced from 800 to $10! I know I have the right plan for the promotion so I'm very confused and frustrated
Hello Krcombs. We would love to help. Was te trade in damaged? What was the reason for the reversal?-Joe
The reason was that my plan wasn't eligible. I called today and they are doing a correction because our plan actually is eligible.
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