Phone trade in credit not applied

[cmabbott5582]

I recently upgraded my phone and there was supposed to be a trade in of my old phone. The website said the phone was in stock in the store near me but wasn’t ready several hours after ordering. I went to the store and they said they didn’t have that specifically but could swap for another phone. They charged me for the new one and didn’t add the trade in promotion to my account but told me the trade I agreed to would still work. Now my bill is a lot higher than I was told it would be and there is no trade in process on my account. I tried starting a new trade in online and they offered less than half what the promotion offered. Now if I back out within the 30day return policy I will get charged a 50 restock fee. Weird way to treat longtime customers. 

[vzw_customer_support]

We appreciate you letting us know you had so much trouble with your upgrade. We're sorry this wasn't the upgrade expereince you have grown used to. We will be sending you a Private Message so we can pull up your account to see what options are available. 

-Melissa

[vzw_customer_support · Accepted solution]

Resolution update: By partnering with support, we were able to successfully resubmit the trade-in and apply the correct promotional credits. If others encounter similar problems with your trade-in submission being removed after altering your original order, you'll need to resubmit your trade-in and contact support for assistance with reapplying the correct trade-in promotion. For more information regarding general promotional inquiries, please visit https://www.verizon.com/support/device-deals-faqs/.


If you have any questions, please contact us for support.

-Necia