Trade-In Credit

[parksl112]

Hi Verizon Community,

I traded in my iPhone 14 Pro for the iPhone 16 Pro on November 28th, 2024, and ever since, I’ve been trying to get the trade-in credit applied to my bill. I’ve reached out to Verizon at least 10 times through both chat and phone calls.

I was told to wait 2–3 billing cycles — so I did. When nothing happened, I followed up starting in February 2025. Every time I called, agents told me the credit was there and would be applied “next cycle.” On March 26th, an agent said the case was escalated to a higher service department and that I would receive a call back. No call. No credit. Still nothing reflected on my bill.

To make things worse, I used to be able to see my trade-in status in the order section — until about two weeks ago, when it suddenly disappeared. It looks like Verizon removed it on purpose. Now I can’t even check the status of my device, but thankfully, I have a copy of the receipt showing the trade-in value.

I’ve been a loyal Verizon customer for over 10 years, and this is the first time I’ve experienced something this frustrating. I’m tired of wasting time chasing something that should’ve been handled months ago.

Is there a way to escalate this outside of Verizon? Maybe file a complaint with a consumer protection agency, FCC, or BBB?

Any advice or help would be greatly appreciated. I just want this resolved without wasting more of my time.

Thanks.

[acmeweapons]

I'm going through the same issue with Verizon myself.  Maybe we should form a club?

[vzw_customer_support]

We are sorry to learn you are not getting your promotion. We definitely want to make sure you are getting all the promotions you are eligible for. Be on the look out for a Private Message so we can better assist you. 

-Kristen

[EthelAl]

Was there a resolution to your problem? I am afraid this will happen to me.

[vzw_customer_support]

The last thing I would want to be is apprehensive about a lengthy resolution, EthelAI. I am here to help. Are you currently experiencing an issue with a missing device promotion? Can you elaborate more on what is happening, please?

-Joseph

[SynthpopAddict]

Hi, sorry to hear your promotion didn't go through.  I don't know if it's because you got signed up for something else (discounts and promotions are not stackable), whomever processed your order didn't do the paperwork correctly, or it was a 3rd party and not a corporate store so wasn't participating in the promotion.  Anyway, you answered your own question near the end of your post because that's my advice.  (Try either the first one or the third one; the second is more for locked phone issues or excessive robocalls/spam).