Trade In Promo Issue
Anonymous
Not applicable

Back in May we traded in 3 S21 for the loyalty $800 promo for S23 or S23+. 2 of the lines went smoothly and credit is being applied as promised. On the other line, I exchanged the original purchased S23 for a S23+. The Verizon store said this was no issue and would not affect the trade in promo. In fact, the promo was increased from $860 to $1000 since the promo used for that line was for a free device. 

Everything was ok after that. Received the confirmation email that the trade in was received and evaluated and the promo credit was adjusted to the new amount. July, August went by with no credit applied to the account for this line. I reached out to chat who advised I would need to wait for the Sept bill to populate. Sept is here and there is a credit for 3 months of the old value. I continue to go around and around with chat trying to resolve this. Also the trade in submission page, where you can view the status, still shows the phone in an evaluation state but again I have an email from July 7 with the confirmation of the evaluation and the credits promised. 

After being a customer for 18 years, its frustrating to not get any resolution on this month after month. 

5 Replies
vzw_customer_support
Customer Service Rep

Hello, tspraggins, we want to help ensure that you receive your trade-in offer. So we can best assist, we will be reaching out via Private Note.

-Lauren

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Robgrig213
Enthusiast - Level 2

i have the same issue, at this point im losing trade in credit, autopay credit since im nnot going to keep paying wihtouyt resolution and late fees as im waiuting for credit and nothing happens. i have filed complaint with fcc today, this is not ok!!!!!

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vzw_customer_support
Customer Service Rep

We're terribly sorry for the issues you have encountered. We would love to help you with this. We will send you a private note to further assist. 

~Ivone

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vzw_customer_support
Customer Service Rep

Hey, tspraggins, we're running into an issue with reaching out to further assist with your concern. When you have a chance, please send us a Private Note so we may further assist you.

-Lauren

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vzw_customer_support
Customer Service Rep

We value your time, and we are here to help. Feel free to reach out to us at the time of your convenience for assistance.~Geo

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