Trade In Device Promotional Credit removed after exchanging iPhone 16 Pro for 16 Pro Max

[ItsPTK]

Hi, I am struggling with having a 'Trade In Device Promotional Credit' removed from my account, likely because I exchanged my originally ordered iPhone 16 Pro for an iPhone 16 Pro Max in store when I dropped off my trade in devices. I had specifically asked the rep in store if exchanging the phone would have any affect on my trade in promotional credit and they said 'no.'

I had tried calling support shortly after this happened and the person on the phone assured me ("do not worry") that the credit would reappear after a few months, though this has not happened and I am quite frustrated.

It's not really an option for me to just not have this credit. I only got this $1200 phone because of the $800+ promotional credit for trading in my previous phone, which I am not getting. Any help here would be appreciated. 

[vzw_customer_support]

Thank you for bringing this to our attention. We always want to ensure you receive the best possible service, and I'm happy to help you with your promotion. I've sent you a private message so we can look into this further.. 

-Will

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the promotional value issue has been resolved. If others encounter problems with getting a device promotion, some common issues can include these items. Not meeting the promotional requirements of the offer. An error with the promotion system. Or the redemption process hasn’t been completed.

For anyone who has a device promotional issue, we recommend reviewing our Device Deals & Promotional FAQ: https://www.verizon.com/support/device-deals-faqs/

If you need assistance with a similar issue, please contact us for help.  -John