$830 Trade-In credit unavailable for my old phone

[Exige]

Before purchasing my new iPhone 15 Pro Max from Best Buy, I checked with both Verizon chat support and Best Buy to verify that my old phone, samsung s21 ultra, was eligible for the $830 trade in promo. I had the play more plan, and was told that plan would be eligible for the trade in promo, though apparently that was also not true, and i was forced into upgrading to the unlimited plus plan.

Best Buy and I believe Verizon support both told me I would have to wait until after I had activated my new phone to process my trade in. After picking up my new phone and activating it, I saw my old phone shows "not eligible for trade in". After 5+ horrible hours on chat support, I've got no clear response and absolutely no solution.

The first agent, the one I talked to before buying a new phone, assured me I would be able to buy the phone from best buy, and would be able to process the $830 trade in after receiving my new phone.

The 2nd agent opened a ticket that he assured me would be closed within 3 days, addressing my issue of not being able to trade in my device. That agent held that my phone, and plan were eligible.

The 3rd agent I talked to from earlier today told me I would have to upgrade to unlimited plus, and that would solve my issues. After upgrading me and getting disconnected from like 3 agents, I still am not able to trade in my phone, even if the plan were to upgrade.

Finally, the 4th agent, (I am actually on a chat right now, but have gotten no reply in the past 30 mins) is now telling me that, because I got the phone from Best Buy, I am not eligible for the promo, under any plan.

I bought this $1200 phone on the premise of an $830 trade in, and I am pretty annoyed right now. Was just hoping to reach out and maybe get an answer from somebody who knows what they are talking about.

as a side note, my s21 ultra has no glass on the very bottom camera lense, which the support chat assured me would not affect my $830 trade in, so that is another thing I will potentially be annoyed about.

If anyone has any advice or answers, I'd be grateful.

[Kalkwarf24]

I’m currently having the same issue and wondering if you got this problem resolved and if so do you have any advice or info that might be helpful? 

[vzw_customer_support · Accepted solution]

Good morning! We know the importance of getting the expected credit for your trade-in request. Our goal is to provide the support you need.

For more info, check out our FAQs: https://www.verizon.com/trade-in/faq/.

We sent you a Private Note, please review at your earliest convenience.

~Gilbert