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On September 22, 2025, I went to the Verizon store after being contacted by them the day before to say that I should upgrade my Samsung S21+ phone because soon there would be nothing to offer for an upgrade. Anthony told me I could upgrade to the Google Pixel 10 or the Samsung 25+ for $1,000 trade on my Samsung 21+ phone. Even though I am a Samsung person I chose the Google Pixel with encouragement from Anthony. During the trade Anthony told me I had 30 days to decide if I like the phone, if not I could come back and trade to the Samsung 25+ and also my Samsung 21+ was so old I did not need to trade it in or send it back. Never indicating within the 30 days the trade in value may change. I tried the pixel phone for two weeks. On October 6, 2025 I went back in to the same store and this time talked to Matt. I told him I didn't like the phone and wanted to go to the Samsung 25+. Matt told me the trade then would be $800.00. I asked him why is the trade different when Anthony told me it would be $1,000 for my trade for either phone when I came in. Matt said I can't tell you that, I can only tell you what it is for today. That's a part that your sales people don't document properly. So I went ahead with the trade because I like a Samsung phone better than the Pixel. Matt then passed me off to Hunter, a different sales representative. Hunter did the sale for me, he even doubled checked with Matt that I was getting $800.00 towards my trade, Matt confirmed it but said because I didn't have my phone with me that day to turn it in they could not put the credit on my account. Again never indicating the trade in value could change and not documenting it in my account. I didn't take my old phone with me because originally I was told by Anthony I didn't need to turn my phone back in. On October 22, 2025 my husband took my phone to the Verizon store for me to turn back in, get my phone box they forgot to give me and to get the credit for my phone on the account. Matt helped my husband, turned my phone back it, Matt reset it, wiped clean then proceeded to tell my husband my credit would be 650.00. My husband called me and I spoke to Matt and reminded him of our conversation, he told me he doesn't remember. I asked for the manager, he told me he was they manager, which is strange because Anthony told me when I dealt with he was the manager also. I asked Matt for he was his supervisor but would not answer. So I have gone from a $1,000 trade to $650.00 with two 40.00 activation fees. I told my husband to have him reverse the trade I would go back to my old phone until it dies. We have 5 lines and a tablet on our account, been with Verizon over 6 years and Military family and this is how I am treated. New customers come in and they get better treatment, with new phone lower plans etc. Your plans are always changing or going up. Palatka is a small town, and Word of mouth is the best advertising there is about how you treat family and how your sales representatives do people especially a Military family in times right night. I am looking at other options to move my family to. Its very disappointing to have to deal with this, especially when I was contacted to trade my phone in. I was perfectly happy with my Samsung 21+.
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-Joe
I am not sure where my inbox frankly. I have Search my accident and don't see it. Asked your search help thing, and it said there wasn't one. So maybe you can tell me where to check for your response.
Never-ending, I found your response and have replied. Thank you
Well this situation didn't get rectified by Verizon, the only thing I got credited with was one activation fee. Seems we will be moving our service to a carrier that appreciate our business, respect integrity, honesty and a military family especially at this difficult time during a shutdown.
Hi there! We would hate to lose your business. Please allow us the opportunity to take a closer look at this with you. I have sent you a PM to get started.
-Nikki
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