My wife and I saw the promo for "trade in any phone, any condition" get $1000 trade in credit towards a new phone. Both of us had the Iphone 13 Pro Max so we decided to upgrade just before Christmas. the only phones available locally were through Best Buy for pickup. I confirmed that the promotion was available through Best Buy and ordered the phones. Received an email from Best Buy with a link to trade in, but link took me to my Verizon account main page with no link to trade in.
Activated phones on Christmas, and called Verizon the day after Christmas and after an hour on the phone, agent confirmed I would get the promo credit applied if I upgraded my plan (which I did with him) and return the 2 phones with the UPS labels he provided via email.
Verizon confirmed that they have received the phones as trade in, checked them in and inspected them. Now I get an email that states I am getting $280 for one phone and only $140 for the other.
Confused (and after 7pm so I can't call) I start a chat - they can confirm that the phones were returned but since they weren't returned from the link that didn't work, 4 hours later their "solution" is that I get a "one time credit" tonight and they will "note my account" that I will be calling in MONTHLY FOR THE NEXT 36 MONTHS to get the promo credit applied manually, and if I miss a month I won't get the credit....
So your "solution" to a problem Verizon created is to add a monthly burden to the customer to contact Verizon for a manual credit and hope it gets applied. Wow what a deal Verizon. I'm a customer for over 20 years and the thanks I get is to call or chat every month for the next 3 years for a promo you won't honor automatically because of a failure in your system..... and you have my old phones and i'm stuck with these new ones and a monthly chore - what a joke
We value your 20 years of loyalty and would like to apologize for this experience, cynomologus. We would like to take a closer look into this via Private Message to see what alternate options are available.
-Danielle
Hi, I'm having a very similar issue. Has yours been resolved?
We hate to see you are having a similar issue. We are happy to look into this for you. I will be sending a Private Message, so we can help.
-Kristen
I just realized I did not receive my full $1000 credit for trading an Iphone 13 Pro for a 16 Pro during Christmas as well.. I didnt catch it cause it just showed only the credit as per month for 36 months...(Shadey) I think their needs to be some transparency here. Honor what you advertise please!
We want you to get the full value of any promotion that you qualify for. We're sending you a Private note to help out.
-James
I had the same problem!!!! To be sure I understood the deal being offered, I called Verizon and spoke to an agent and he explained … the deal was “ANY phone, ANY condition, on us.” The agent assured me we qualified to get 3 free phones. I just had to turn in old phones (two iPhones X and one iPhone 12). He explained I didn’t even have to change plans because my current plan qualified for the promotion. I was then given the option of getting my phones via mail or picking them up at a store (they provided a list of local stores). The promotion indicated I would get a monthly credit if $27.77 for each phone for 36 months. The credits would begin on the third billing cycle. Well, now it turns out I am only getting a $23 credit for one phone. ONE. The agent I spoke to indicated two of the phones do not qualify for the promotion. What happened to “ANY PHONE, ANY CONDITION ?”
Something is not right here. I am so angry! This is the thanks I get for being a loyal customer for 32 years!
This is so sad I come here to see if I find any other one with similar problems and I see so many 😩
and when they apply the credit it doesn’t appear I’m so sick of this I’ve spoken with over 60 reps I kid you not I can truly work for Verizon at this point. They all run you around in circles to completely leave you feeling defeated to still over charge you because they know you don’t want to deal with the hassle but as persistent as I am I will spend hours and hours on the phone or via-text until I get an answer 1yr later I’m still getting the run around I too have been with Verizon for over 20 years 24 to be exact lol
Hello Ebeauty22! We're happy to help look into this for you. I'm sending you a Private Message here so we can assist.
-Josh
I am seriously considering dropping Verizon and selecting a new carrier which is so sad because I have been with Verizon for 23 years. ( I mistakenly wrote 32 years but meant 23 years.)Going to also seek legal advice if this issue is not resolved.
Coraline, We would hate to lose you and want to make sure we fully investigate your case to make sure you get the promotions you qualify for. I am sending you a private message so we can talk more.
-Jazzy
Caroline, don’t bother! I already seeked legal advise and the 6 lawyers I reached out to all told me I didn’t have a chance of fighting Verizon and winning unless I had Verizon type money. They all said, Verizon will just tie you up in court and bleed you dry till you give up!
Hello Coraline! We're happy to help look into this for you. I'm sending you a Private Message here so we can assist.
-Josh
I’m wanting to update my phone but I’m scared this will happen to me like all the others . Glad I didn’t fall for it but I probably will switch carriers
Hey Abby1373. We're happy to discuss options for a phone upgrade. Let's see what we can do to address some of your concerns! Please watch out for a private message from us.
-Sara
Same problem! I traded in (2) iPhone 13 Pro Max’s and was promised $1000 x2 credit towards the new iPhone 16 Pro Max’s. We only received $830 in credit for each phone. The iPhone 13 trade ins were in perfect condition.
We definitely want to make sure you are getting the correct promotion. We are sending over a private message so we can take a closer look together.
-Meg
I am wanting to make this same exact upgrade today but after reading all of these complaints I’m left doubting? I want to trade in 13pro for 16 pro max.
my 13 pro went from new out of box into Lifeproof and has never been handled.
Does anyone know if it would make a difference if I made this upgrade in person at a Verizon ‘corporate’ store?
Hello rsr23, how exciting that you are looking to upgrade! With the current offers right now, you'll be able to get $1000 off with the iPhone 13 trade in on the Unlimited Ultimate plan. You can get this offer in store or online.
-Luis
Sorry Newbie, my question was actually for the ‘forum’.
I just happened to stumble across this community after searching for a mean of having the same issue with a Galaxy 22 ultra that was recently traded in resolved. At this point I have exceeded 10 calls to customer service without any solid solutions. For a day or two after calling customer service, changes would appear on my account that would seemed like the issue was resolved. But as the billing period appraches, the same full charges would reappear on my account.
This has been absolutely frustrating. They grossly devalued the trade in phone, when the new phone was bought during a promotion which stated, "Any condition guranteed." That same phone was first inspected adn accepted by Verizon's customer service rep, when I first attempted to drop it off in store. But because the promotional benefits were not appearing in my account, and they could not make the changes in store, I was advised to have UPS ship it and then follow up with a call to Verizon's customer service to have them resolve the issue.
Before being shipped, the phone was inspected by a UPS rep. They, meaning UPS, then packaged and shipped the phone. I cannot understand the thought process behind the devaluing of the phone. I turned over a perfectly working phone that was inspected and accepted by UPS, Verizon's contracted carrier. If there is any dispute there, the phone would still be covered by the terms within the promotion, that serves as a contract.
I feel as if Verizon is in a breach of that contract and in so doing, has put itself in a more favorable and advantageous financial position. I have met my terms of the agreement, I am now waiting on Verizon to meet theirs.
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