trade in issue
techin
Enthusiast - Level 1
Dear support,
 
I have trade in 2 of my old devices
 
1. iPhone XS 64 GB Gold for $ 22.91 monthly credit ($550 trade in value) Device already turn to verizon and I am not getting $22.91 credit on my bill 
 on request  I can provide the tracking number of UPS 
 
 2. iPhone XS Max 64 GB Gold for cash value $550 to my paypal account but they transferred only $309 to my account, I receive confirmation email station that final trade in value is $550
 
I called the trade-in team, I am really sorry to inform you that the behaviour or the representative is very unacceptable and rude. I am feeling it is a kind of trap from Verizon to get the customer and cheat them attached email confirmation for both the trade in and per UPS tracking both the devices are received by Verizon.
 
also as per the sales representative my data plan should be $30 for 3 lines and $40 for another 2 lines and 20 % teachers discount ,  but Verizon is billing me $10 extra on each line totaling $50 with no discount on it and they are not willing to change it. 
 
Can you please look into those issue?
1 Solution
vzw_customer_support
Customer Service Rep

techin We always want to help make sure you receive any promotions you have coming. We have sent you a private message here in this forum.

View solution in original post

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32 Replies
vzw_customer_support
Customer Service Rep

Hello. I'm sorry to hear about the confusion of your trade-ins. If you were given a specific amount for the trade-in, this would be the amount the device is worth in regards to market value. Additionally, we would recommend using this link to check the status of your trade in to see why you would have been given these specified trade-in values: vzw.com/tradein  *Taylor

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treyedean
Enthusiast - Level 1

Wow!  Looks like Verizon doesn’t know how to process trade in’s. I’m in the same boat. Was offered $700 to trade in my IPhone X on a new iPhone 12 Pro Max. I returned my old phone in the box with the label they provided. I have the tracking number showing the old phone arrived in their warehouse but their trade in status shows it wasn’t even shipped yet. The last rep I spoke to said it was in their warehouse so at least there’s that but I received an email saying “Your device promotional credit has been removed from your account.” Every time I call, I am told. “Don’t worry.” “I took care of this for you.” Bla bla bla but here I am still waiting to get my credit applied to my bill.  Verizon you need to get your act together. This is easy stuff. 

vzw_customer_support
Customer Service Rep

Hello, treyedean. We are sorry to hear about the trouble you are having with getting your Trade In promotion. We would be happy to help. We have sent you a Private Message to better assist you. *Cassie

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salemandwillow
Enthusiast - Level 2

Same thing happened to me! 

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vzw_customer_support
Customer Service Rep

We know how important it is to get the credits promised and we are here to ensure you do.  Can you please send us a Private Message, so we can discuss? *Lisa

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cherim61
Enthusiast - Level 2

Absolute disaster with the trade in process. Ordered two iPhone 13 Pros with two trade-ins, promo is $650 each. They sent one trade in box so we had to order a second. We sent each trade in phone, each in perfect condition, in separate boxes, provided by Verizon and using the Verizon labels. Verizon shows that one was "shipped" but not received and that the other has not been shipped. Before the 30 days was up they deleted the second Trade in so it does not show up on our account, only when we call, and it says we still need to ship. I have spent hours and hours on the phone, on chat, via  the report an issue portal, and no resolution. We have all of the original order numbers, with the trade in values and IMEI's of the trade in phones, we have the submission ID's for the trade ins and we have the tracking showing that Verizon received both boxes/phones. We go in circles and cannot reach anyone. My daughters ordered new phones because of the promo and now we are receiving NOTHING. It is the most frustrating situation I have been through. Hours on hold only to be disconnect after a couple hours. Online support that "can't help" and the robo support that just keeps saying "we need more information". Wow. I am so over this. They clearly have some major internal issues and they are taking them out on loyal customers.

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user_2419
Enthusiast - Level 3

You would think verizon would make it easy to take your money, but no.

They fall on their face in all fronts.

Website never works, chat support never works, phone support takes hours and hours only to also fail.


Good luck switching to TMobile! 🙂

miriammunzer
Enthusiast - Level 1

I have confirmation that both my trade in phones have reached the Ft. Worth Facility of Verizon. YET.. The website shows that my phones are only " In Transit".. I have waited and waited for some one to talk to me or chat with me..and I get no where. I have a feeling I Am being duped here. I was promised an $800 credit for each phone.( $1600 credit) . I am not a happy camper here. I hope that Verizon steps up and takes care of this issue..or I want my old phones back and they can take their credit and shove it.. I'll move on to another carrier. 

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vzw_customer_support
Customer Service Rep

We definitely understand the importance of receiving your promotion, and we can certainly try to assist. Has it been 7 to 10 business days since we have received the device? I ask as that is generally how long it takes for us to process a device trade-in after it has been received. You will receive a notification of us receiving the device and the terms of the promotion being accepted. Please let us know. *Gert

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Starlinktaz
Newbie

I have same issue. I was promised $440 trade in value by the Verizon representative at the store for iPhone X 64 gb and also for iPhone 8+ 64 gb. Verizon updated the status that they are giving $185 final trade in value for iPhone X and $131 for iPhone 8+. They also have updated that "Expected device matches received device". We have videos and pictures of the devices right before they were put into box for shipment.  I have 9 lines with Verizon and will switch out to other carrier. 

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silver6055
Specialist - Level 1

Reading all the trade in horror stories, I wonder how common success is!  In 2019, I traded in my Samsung S8+ and DID get the monthly credits (for 23 months before I switched carriers).   That wasn't a high value trade-in (maybe $200) but now I feel very lucky that it worked...

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vzw_customer_support
Customer Service Rep

Starlinktaz-

The last thing we ever want is for you to leave our family. Making sure that you get the promotion you qualify for is essential. Please send us a message so that we can further assist with your account www.vzw.com/contactus

 

-Angie

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