Help with trade in issues
Aleighbee
Enthusiast - Level 1

Well it seems that I am not the only one that has had issues with trade-ins.  We have a family plan and took advantage of the $800 trade-in offer in 2022.  We traded in 4 iPhones, 3 phones were in excellent condition and 1 was in good condition.  We have only received credit for one of the phones that were turned in.  The phones were all sent back on the same day with the provided Verizon labels.  They were sent in a little late because we were missing the return labels.  I contacted Verizon several times to have them sent or emailed to me  and was finally able to get some.  When they were sent back I spent a lengthy amount of time with an agent over chat again explaining the situation and making sure that the phones would be accepted and that we would not be charged $3200 for the 4 new iPhone 13s that were ordered for the trade.  I was assured that everything would be ok.  (I have screenshots of the entire chat and all of the return labels).   I never received any communication that any were not accepted, but like I said, we have only been credited for the 1.  We are, and have been charged 22.22 for each of the 3 phones, in addition to our regular bill amount that keeps on climbing.  I have been meaning to try to get this taken care of forever, but I have not had time to go into a store and do not have time to be  on the  phone for hours, continuously being transferred and having to repeat the whole saga over and over again.  I was hoping that there was a customer service email where I would be able to explain the situation in detail and include all of the screenshots and documentation so someone could research the problem, get it fixed and get it back to me.  In all reality I should be reimbursed for all of the months of paying for phones that were supposed to be free with trade-in, in addition to correcting my bill for the future.  Our phone bill is totally out of control.  Also, if there was some issue with the phones, we should have been informed and the phones should have been returned to us.  There was nothing wrong with then and we would not have upgraded if not for the offer of free IPhone 13s with trade-in.   I would really appreciate if someone could contact me via email to get this resolved.

5 Replies
vzw_customer_support
Customer Service Rep

Oh, wow! We are shocked to see you in this trade-in dilemma. Verizon wants to offer the support you need.

 

For more trade-in details, check out our FAQs: http://spr.ly/6608wsc1I.

 

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

~Gilbert

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Z00
Enthusiast - Level 1

The same thing happened to us!

vzw_customer_support
Customer Service Rep
@Z00  wrote: The same thing happened to us!

I know how important trade-in promotions are for me when I am shopping for a new device. Sometimes its the deal maker when its for the right device for me, and I know I would want to make sure I received what was owed. We're happy to help with any promotion concerns you have. Can you tell me more about what happened? When did this happen? Have you been able to get any resolution?

-Joseph

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Althoma16
Enthusiast - Level 1

I am experiencing the exact same scenario. Upgraded 2 devices only because of the trade in deal but was only shipped 1 return kit.  Specifically asked about implications of waiting on additional return kit and was assured there'd be no problem. Devices were received by Verizon in August and both approved for the expected $860 over 36 months but those credits were never applied to the following bill like the email stated. October 22 after 1.5 hours chat I was told I'd see the bill credit in 5-7 days. Today is Novemver 11 anf no update and no bill credit. Called again and spent another 3 hours on this to be informed that instead of the $860 per device in monthly credits I can expect the market value which is $70 each. I am in tears I am so frustrated because I absolutely believe this process is made to be impossible on purpose. 

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vzw_customer_support
Customer Service Rep

Happy Monday! Being on top of your account is crucial, especially if you are managing your trade-in. Verizon is here to help.

 

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

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