For 2 years I have been receiving device promotional credits for three of my lines. I have been on the cheapest plan and there was no requirement to be on any specific plan when the three phones were purchased. I have a fourth line receiving a promotional credit that does require a more expensive plan to continue to qualify for the credit. In December when my router quit working, the representative said there was a new Verizon plan that would be a few dollars cheaper for my three lines so I agreed to switch to that plan. Soon after, two of the three lines stopped receiving their device promotional credit. I made numerous phone calls where I was placed on hold or disconnected. I finally spoke to a representative who said he had a form to complete to prove that I still qualified for my device promotional credits for those two lines. We spent an hour on the phone as I was helping him fill out the information required on the form to restore my credits. I still have my contracts which prove that I am not required to be in any specific plan to receive the device promotional credits. He then gave a one-time credit to my bill to cover the loss of the credit while it was being resolved. Not long after that form was submitted, I received an email that my third line was losing its device promotional credit. Note that they were all bought on the same date at Costco. I called again and demanded to speak with a supervisor who initially thought I was in a contract that required a more expensive plan. I explained that I was well aware that some contracts required a more expensive plan and that one of our lines continues to receive the device promotional credit because it is in a more expensive plan. After he investigated my other three lines he acknowledged that they did not need to be in any specific plan to receive the device promotional credit. He provided me with another one-time credit and reassured me that my credits for the three lines would be returned as I have one year left to receive these credits before the phones are paid off. I have just logged in to look at my bill and nothing has changed. I still do not have the credits added back on my account. I'm exhausted from calling multiple times and I'm not sure what to do at this point. Everyone I've talked to at Verizon agrees that I should still be receiving the credits on three of my lines but nothing ever changes on my bill. Who do I need to talk to to finally get this resolved?
Hello, Rookrook. Help is here as we can provide some answers. I have sent you a Private Message for assistance.
-Natasha
Are you able to help me with the same problem. I have 3 phones on my account that have the device trade in credit disappear. Please help!!! I have been on chat and over the phone and now resolution! I am so disappointed in Verizon right now. This seems to be a wide spread problem; what is the solution?
I know how much I rely on device promotions when I am shopping for a new phone, and I would be alarmed if my promotions went missing myself, JulieBrown7547. I would be happy to take a look into this issue and see what happened. Since we will need account access to assist, please be on the lookout for a private message from me.
-Joseph
Same thing happened to me. I had trade in credits on all 3 devices. One by one, each credit disappeared from my bill resulting in an increased bill each month. I called in April to ask why my credits had been removed. They admitted that this was an error and they would be applied on a go-forward basis. I got my May bill and the promotional credits were still missing. They also said that I would receive a credit for the 6 months of bills that occurred where my credits weren't properly applied. I didn't get that credit either.
Hello, Robstern6, we want to help ensure that you receive the credits you deserve. So we can best assist, we will be reaching out via Private Message.
-Lauren
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