On a call with a customer service representative on Oct 23 about another issue, I inquired about the Iphone 15 trade in promotion. I had an Iphone 11Pro to trade in that was completely paid off. I spoke with him at great length about the details of the promotion. It seemed fairly straight forward so I went ahead with the order. This was the promotion that was "trade in any iphone, any condition" . I sent in the Iphone 11 Pro and now am only receiving a $200 credit not the $830. Now I am being told I need to upgrade to the Ultimate plan which is more than $20 more a month(X36 months)= almost the cost of the iphone 15 plus I traded in an 11Pro!!. I would like to have the conversation that I had with agent reviewed because if that was a stipulation wouldn't I have made the change when I was on the phone with him? I am being told this now 2 months later and too late to return the phone. In addition, while going through the process on the phone with the representative, I was forced to check the optional protection box in order to proceed to the next page. I told the rep this and said I do not want the protection. He told me go ahead so I could move forward and he would remove it from the account. I asked him to make notes so I would not have an issue-lo and behold it was not removed and I have been charged for 3 months now.
It is certainly important to get accurate information when making any decision regarding your account, especially a purchase decision, Tonya9. Sadly, we cannot pull the call to review it, as they are only for training and quality purposes. We can take a look into this matter and help find a solution. Please be on the lookout for a private message from us so we can take a closer look at this.
-Joseph
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