I wanted to share my frustrating experience with Verizon’s trade-in process in case others are dealing with similar issues and in hopes a competent representative from Verizon is reading this and is able to help.
I traded in two devices—an iPhone 12 Mini and an Apple Watch Series 6—as part of Verizon’s trade-in promotion in December. I followed all instructions, opting for in-store trade-in, and received emails confirming I had 30 days from activation to return my devices. However, Verizon later claimed my trade-ins were late, despite multiple reassurances from their own support team that I was still eligible.
Timeline of the mess:
✔️12/03/24: Ordered new devices & selected in-store trade-in. Received an email stating I had 30 days from activation to return my trade-ins.
✔️12/04/24: iPhone 16 Pro delivered.
✔️12/20/24: Apple Watch Series 10 delivered.
✔️12/21/24: New Apple Watch activated.
✔️12/28/24: Received an email stating I had “20 days left” to return trade-ins. This was only 3 days after my watch activation and did not align with any previous communication or dates.
✔️01/18/25: Received an email stating Verizon had not received my trade-ins and my promo credits would be removed.
✔️01/18/25: Contacted Verizon via chat. A representative assured me not to worry and said I could still bring my trade-ins to a store as I had originally planned. This chat was followed up with an email in which the rep reiterated “…as soon as these devices were received by our facility, we will submit a promo correction ticket. Any negative promo credit updates you received during the return process, kindly disregard as this can be corrected.”
✔️01/22/25: Attempted to drop off trade-ins at Verizon store (1964 York Rd, Timonium, MD). The associate refused them, incorrectly stating I only had 30 days from order placement and denying that the email said activation even when I showed her
✔️01/22/25: Chatted with Verizon again. They confirmed I now had to mail the trade-ins instead and provided me with QR codes for return. They also stated as long as I mailed them within 5 days (by 01/27), I would receive full trade-in credits.
✔️01/26/25, 3:54 PM: Dropped off trade-ins at UPS Store (11307 York Rd, Cockeysville, MD) using Verizon’s QR codes.
❌02/02/25: Received an email that my $1000 trade-in credit for the iPhone was reduced to $30 because it was “returned outside of the offer window.”
❌Verizon also applied two chargeback fees:
• $55.82 for the iPhone
• $5.00 for the Apple Watch (which has not yet had its trade-in credit adjusted, but I am concerned it will be).
This has been a nightmare. Verizon’s own reps told me I was fine, yet now I’m being penalized for following their instructions. I have chat transcripts proving I was told I could still return my devices and that my credits would be honored.
I’m hoping they fix this ASAP, but I’m also warning others—be VERY careful with their trade-in process.
Hi SharonMurphy, I am so sorry this has been you experience, would love the opportunity to address this and correct anything that is a mistake of Verizon or explain anything where there is confusion. I am sending you a private message to further help, as I see this has caused much frustration. ~Jaquetta
Thanks, looking forward to a resolution. I don’t get notifications when replies are posted here so please forgive any delays. Prob better to contact me at my phone number
This is still not resolved. Can someone please help me?
Hello SharonMurphy, That sounds beyond frustrating, and it’s not the experience we want for you.. So we can better assist, we will be reaching out via Private Message. -Dee
We would love to continue assisting you. Please let us know if we can help.
-Jazzy
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