Promo Loss
skeeling90
Enthusiast - Level 1

Last night I signed up for the $800 promotional for a samsung flip4 online and during the proces it required that I pay off the rest of what was owed on my current samsung S20+5G. Now 24 hours later after I paid nearly $600 dollars I received an email saying because I paid off my current phone I no longer qualify for the promotional credit and must pay full monthly price for the phone. The only reason I even considered upgrading was for the promotion. How can I lose the promotion when I followed the online step by step process to get it? This is ridiculous. Now not only am I out nearly $600 you expect me to pay full price for a new phone? I think not. This scheme is practically predatory and I will be calling immediately to demand verizon either honors the promotional conditions I agreed to or I want my money back and you can keep your stupid phone. I've been a loyal customer since 2004 and this is how I'm treated???

16 Replies
vzw_customer_support
Customer Service Rep

skeeling90, we want to ensure that we get to the bottom of this promotion concern for you. Did the email give you any more informaiton or steps regarding the issue? 

 

-Nicci

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skeeling90
Enthusiast - Level 1

This is the email I got last night from Verizon:

Update on your promotional credit.
 
 
 
Your device promotional credit has been removed from your account because a device payment buyout was completed for mobile number ending in XXXX.

Since some things may look a little different on your next bill, please review your billing details and get important information online.
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vzw_customer_support
Customer Service Rep

skeeling90,

 

Promotions are a big deal these days and it can save us a lot of money when we upgrade. I want to make sure you get the answers you need regarding this recent transaction. To make sure I'm on the same page, you had a promotion on your old device, and you are purchasing a new device with a promotion. Is that correct? 

 

You mentioned earlier in the conversation thread that you are paying for the new phone as a full priced unit, but at the beginning of it, you stated you are purchasing with a promotion. Please advise, and we'll address the promotions accordingly. 

 

-Ryan

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ShellyVR
Enthusiast - Level 2

Not a promotion.  Sorry.  It was a trade in.  I would like to see a receipt showing the credit for the trade  in and cash for data transfer.  I looked at my account and I can pay off the entire $799.00 without loss of anything.  I figure that means it was not a promotion situation.    I am a retired, 71 year old person living on a fixed income and do not want to be taken for a ride by a person at a store that does not provide receipts for cash payments and trade ins.  When I looked at my September bill it shows that I owe $799.00 for the new phone.  I figured I would owe $499.00 with the $300.00 trade in. 

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vzw_customer_support
Customer Service Rep

As a valued customer, your account concerns are always our top priority, and we're here to help you in any way we can. I also see that our Community Forum members are also working to assist you.

 

Thank you for participating in the Device Trade-In Program. We want to ensure that you are kept updated on the result. Typically, during the Device Trade-In process, our customers would receive correspondence from Veriozn, via email. The email would include a Submission ID number.

 

Let's make sure that we're on the right path to assist you. We recommend visiting our Device Trade-In website and reviewing the information provided at 

 

http://spr.ly/6603M1SPT.

 

We're confident that this information will be helpful to you. 

 

 

-Robert C.

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ShellyVR
Enthusiast - Level 2

Who is skeeling90?  I really need some help on this.  Will I need to call customer service and complain?

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acraftylady2
Specialist - Level 2

Skeeling90 is a poster asking a question on this public forum.  If it's this deal the monthly credit for the trade it may take a few billing cycles.  You don't get a lump sum credit if you read the details.

https://www.verizon.com/about/news/galaxy-z-series-coming-verizon-network

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ShellyVR
Enthusiast - Level 2

Thanks...I am a newbie to community postings.  Also a newbie to trading in phones.  I never got the details from the employee so wasn't aware of these things.....but I really do appreciate your message:)

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acraftylady2
Specialist - Level 2

Lesson learned, look up the deal yourself and read the fine print.  If they accepted your trade you mailed back hopefully you will get your monthly credit.  If not keep on them as a lot have issues with trading in.  

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ShellyVR
Enthusiast - Level 2

As you say, lesson learned.  However, this was a face-to-face situation with an employee at the local Verizon store.  He never told me any of the "fine print" involved with a trade of my phone.  I did not get any agreements or receipts from him.  However, I should have asked.  Mea culpa

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acraftylady2
Specialist - Level 2

If you read back through the posts many people have been lied to about trade ins.  It's nice they have these forums so you can see stuff like that and decide from there.

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ShellyVR
Enthusiast - Level 2

Absolutely!

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ShellyVR
Enthusiast - Level 2

Who bought it?

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ShellyVR
Enthusiast - Level 2

I know longer have the email.  Sorry.  I have been used/taken by the employee, Jorge,  I think. 

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HappyCamper64
Enthusiast - Level 1

I wonder if putting the bad experience in this community feed does any good or not other than therapy of venting.  I am considering sending a complaint to BBB or contacting the local tv station that likes to get involved with poor  customer service to  reach out to those that can do something about it.

I purchased a Samsung S23 Ultra from Samsung website with 800 to be applied over 36 months, after somewhere close to 12-15 calls (& chats) finally I have barely started to get promotion sort of.  it is 12 and change amounting to 440 over 36 payments. I will keep calling and fighting for it but if I had it to do over I would not have bothered with the upgrade because of the many hours spent talking to verizon trying to fix it.  

On separate issue I added 2 lines with BYOD for a rebate, both had it and then one did not after 2-3 months and working on trying to get it reinstated.  Don't know if that will happen, should have left those 2 other lines with cheaper carrier, just wanted the better reception for my wife.

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vzw_customer_support
Customer Service Rep

We are sorry to read that you had this negative experience, and we are here to help. To better assist you, we will be sending you a private note.

~Freddy

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