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We exchanged a Note 10+ for the promised $800 credit and upgraded to a new phone solely for the credit, however, even after ten months, the expected credit has not reflected on our bill.
Numerous calls to customer service yielded empty promises, consistently following a scripted response. As a result of this experience, our trust with Verizon has waxed cold, questioning the reliability of both published and verbal assurances.
At this point, we will attribute our experience to our naivety, but we wanted to share this post for the benefit of others who may be undertaking a similar path.
Solved! Go to Correct Answer
Let's make sure you get your trade-in credit ASAP. $800.00 is a lot of money and we don't want you to keep having to worry about why it's not showing up. We're going to send you a Private Message so we can help.
~Jesse
Let's make sure you get your trade-in credit ASAP. $800.00 is a lot of money and we don't want you to keep having to worry about why it's not showing up. We're going to send you a Private Message so we can help.
~Jesse
I am having the same problem.
customer29, being able to benefit from a trade-in promo is always cool. My sister is always poking me asking if there's new ones so she can get a new phone. For sure if you qualify for one, I want you to be able to benefit from it. As part of that I'm going to send you a Private Message so I can get some more details.
-John
I called the customer service line, and after about an hour on the phone, I was told that the credit would be applied beginning with my next bill. So right now, I can call it resolved pending verification. It seems like the customer service agents want to help, but they have to fight the system internally at Verizon to get anything accomplished.
Hi customer29. Thanks for taking your time to share this experience with the trade-in credit. We want certainty to planning our budget, so we understand the frustration of "waiting". When you log on to your MyVerizon, go to Bill, review the Next Bill Summary, you will see Trade-in discount/credit to confirm the issue is resolved. What do you see when you look at the Next Bill Summary?
-Deb
I am having the same problem. I hope you can help me. I have four phones and have been a loyal customre for a long time, but this has really tried me. I just posted this:
Verizon, Can you have someone help me resolve the issue that I have been working on for one year now? It is beyond frustrating. I have called repeatedly over the past year and it never gets resolved. Every CSR acknowledges the facts of the case and says they want to help me. They assured me that they are filing a Fall Out Form and that I should see a resolution on my bill in five days. Then nothing happens. For a full year. Is this intentional fraud? This is easy to resolve. I have the same issue as this person: Community Forums - Re: trade in credit not applied seems to be a big ... - Verizon Community and others that I see posting here. All I want is a resolution. I traded in an S9 for an S23 Ultra on April 28, 2023. I was promised $800 for my trade-in. When I didn't see the credit, I called on May 12, 2023, and was promised a monthly credit of $22.22 would start showing up on my bill. I called on July 28, 2023, and still no credit. Then again on July 31, August 4, August 17, 2023, and April 14, 2024. Still no credit! Now, I owe less on the phone than the $800! I have begged, pleaded and expressed my anger to the CSR's. They have all been professional, but none of them can help me. I have asked to speak to higher management and you cannot get directly to anyone who can actually fix the problem. In fact, you can't get past the CSR. I run a $17 million business and if my CSRs are not treating someone right, the case can be escalated. Not so with Verizon. I have spoke to a friend at Verizon and they can't even get me to someone. Verizon, are you listening? Community Forums - Trade in credit Fraud? Very frustrated! - Verizon Community
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