On November 21, 2023, a sales rep Sam asked why we still had iPhoneX’s when we could own new iPhone 15’s. He talked us into the purchase of two new phones at $840 each because he was going to give us a $700 trade-in credit for each old phone, thus leaving a balance of $140 per phone. My wife and I paid the $140 balance per phone in person with the understanding that we would not have any further payments for the phones. We have a documented, executed agreement with Verizon that shows the $700 trade-in value per phone for the two old phones and our payoff of the $140 balances. We were told it may take a couple billing cycles to sort out all the activation fees, etc. We returned our trade-in phones to the store after doing the data transfer and set-up.
Then upon receiving our second bill after the promotional credit, we saw that only half of the promised promotional credit was applied (only $350/phone) and we were being charged a unexpected monthly fee for the new phones. We tried going back to the original store of purchase to resolve this issue, in which case Sam was not there. Upon a third or fourth return trip to the store, the manager Travis told us that Verizon was not going to honor the agreement because Sam made an error. After this, we tried calling four different customer service lines, but we could never connect with a human being to help us. At this point, we are trying to figure out who can help us apply the $700 per phone credit that was promised and noted on the contract which was signed and executed by ourselves and Verizon.
Oh, wow! We are stunned to read about your November store sales experience. Our goal is to always make your upgrade transaction a happy experience. Verizon is here to offer the support you need.
For more trade-in details, check out our FAQs: https://www.verizon.com/trade-in/faq/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
The exact same issue is happening to me.
Hello, aj3243. Please share more details on what happened with your trade-in as help is here.
-Natasha
i have the same issue i was promised 830 credit for our phones but only recieved 415. i have been told multiple times it will be added next month. but its still not fixed. i think we need to contact the FCC.
Hi there tray2262. I would like to review your account to help resolve your issue. So we can better assist, we will be reaching out via Private message.
-Erica
We just wanted to check-in with you to see if you still needed help with promotional offers. We’re standing by to assist, so please let us know. We are here to support you and will respond during hours 7am-11pm EST Sun-Sat. Thank you..
-Deb
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