Verizon not honoring trade-in promotion
basuncion
Enthusiast - Level 1

I wish I was on the forum sooner.

ISSUE: I switched carriers so I can utilize the $700 promotion for trade-in and porting in. Porting in was a breeze. In the process I also submitted, and mailed my phone in (mind you it was in very mint condition, and qualified for the full $700). A month later I get the appraisal letter it was only worth $143 and it was applied to my next bill.  I did not get the full amount.

 

I 've made 2 calls in the last month and half. The first representative understood my situation, and re-submitted the application and had told me they had taken care of the issue. At least that's what I have been told. A few weeks go by and these "changes" have not reflected on my current account. 

Second call, I mention the same issue. This time I was instructed to go to the store whom I purchased the device have this taken care of. Mind you, this store was across town and they themselves wanted to have a manager contact them. This is ridiculous. 

TLDR: Verizon has possession of my device. The appraised amount differed from what was being offered due to their claim its a different device listed (It's the same exact phone, different model number due to different carrier). I was credited a different amount, and I'm now given the run around to get it taken care of.

12 Replies
jwy001
Enthusiast - Level 2

I am having this SAME ISSUE, I was supposed to get a $700 dollar credit for my perfectly traded in device and it came back that my device was appraised at $0. I have been giving the runaround for 6-7 months. I had a representative contact me last month off of the form, but nothing was accomplished. Can someone please provide me assistance? Really guys if you are reading this please do not switch over to Verizon, so many people have been having this problem!

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WistradeCom
Newbie

I am having a very similar nightmare and I’m now out thousands.

I was convinced to come over to Verizon because they would give me a $1000.00 trade in value on each of my four Samsung Note 10s for new Samsung’s upon signing up with Verizon. The deal seemed good enough to take on the early termination fee I would get from my previous carrier.

I went to the website to enter the details after making the switch and it claimed not to recognize my phones. I made multiple calls to Verizon for assistance and was given different answers each time but always told it would be taken care of. On my third call, I insisted on a ticket number which they did give me. On my next call when I offered the ticket number, I was told they don’t refer to ticket numbers. The last time I called in they entered my information for the trade ins and sent me boxes to send my phones in.

Now many months into my service with Verizon I have lost countless work hours and personal hours trying to get this all rectified over the phone to find out that I still have not been given the trade in deal. To make things worse, they have possession of my four phones, and today when I logged into my account, I see my bill will continue to start going up and I don’t know why. More salt in the wound is that I still have the cost of my previous carrier because I didn’t want to get the early termination fees on top of not getting the discount that I was told many times I was getting.

I currently pay just over $240.00 and next month it's going over $260.00. This has been such a horrible experience I am reaching out in the forums for some sort of closure and understanding how this is happening.

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vzw_customer_support
Customer Service Rep

We are happy to review this matter with you in depth. To allow us to do so, please leave us a Private Note here. We look forward to working with you soon!

 

*Robert

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Tmulc5
Newbie

Seems like this continues to be an issue. My husband and I just traded in 2 phones and were told we would receive $700 for each in trade in value. I now see a credit for $215 for each phone on my bill 2 weeks after turning in our phones with no explanation. This is far from the $700 we were told we would receive. I'll be going back to the store this week and if they can't fix this, they better get our old phones back because we will just return the new ones. This is a terrible business practice. Customers shouldn't have to spend hours trying to get what they were originally promised. 

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F410926
Newbie

Has anyone had this problem resolved successfully? I was unaware of this situation when I traded in three(3) phones onto the Verizon plan to qualify for the $700, as well. They just received one of my phones and denied the $700, only qualifying the trade-in device for $195. I have pictures and video both of the phone before transit and actually putting it into the box, undamaged. The only difference is the sales person who gave me the box to trade it in put "Sprint" as the carrier, and we switched from T-Mobile, but I don't see how that clerical error negates a value of $500. Very disappointed in the trade-in process so far; waiting to see how my other two phones are handled. 

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vzw_customer_support
Customer Service Rep

We always want you to get every promotion you qualify for. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.*Melissa

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rlp077
Newbie

I’ve sent a message no reply…

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Ido0412
Enthusiast - Level 1

I too wish I had seen this sooner. Brand new Verizon customer. Been with sprint for 20 years before switching. I was told I would get $800 for my trade in. A near perfect iPhone XS. Today I found out they are giving me $190 because my phone was “damaged”. Yet there is no proof of damage. I called and even the rep said it was odd they didn’t attach any pictures of supposed damage. There is nothing I can do. Even if they do send me pictures of the damage I can’t dispute them. The phone was basically perfect. Always in a case. Always with a screen protector. I asked for them to send me my phone back. They can’t. I was told to write a letter. I wish I had never switched to Verizon. Bunch of liars. 

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Ido0412
Enthusiast - Level 1

Update:

Within the hour of posting this comment, I received an email with a private chat to go over my account. The Verizon rep rectified everything!! I am so thankful I spoke up and followed through. I will now be getting the device credit I was told I would get in store. I will be watching my bill like a hawk to make sure they follow through, but overall I feel like I was heard and Verizon did what they had promised. 

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vzw_customer_support
Customer Service Rep

Hello Ido0412 We know the importance of understanding your options when it comes to traded in devices. We're truly sorry to learn about this experience. I have sent you a Private Note. Please respond at your earliest convenience. 

vzw_customer_support
Customer Service Rep

Basuncion,

We're sorry to hear of all the trouble you have had trying to get your trade-in concerns resolved. We want to investigate further and find the best resolution. We will be sending you a Private Note so we can work securely within your account. 

Melissa_VZW

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9wood
Specialist - Level 2

This seems to be a very common problem many others have same or similar issue with trade in or promotion offered