Trade in credit problems
churchdiciccio
Enthusiast - Level 1

I’ve been a Verizon customer for almost 20 years and for the most part I’ve never had any complaints, until now.   The really unfortunate thing is, it seems my problem is not uncommon based on all the other posts I’ve read.   In October of 2022, I decided to take advantage of the $800 trade in credit Verizon was offering and upgrade my wife’s iPhone 12pro to an iPhone 14 Pro Max.  I placed the order online for the new phone and  entered all the details of my trade in.  A few weeks later I received the new phone.  I promptly sent my old iPhone 12 Pro back, which by the way was in perfect condition.  I received an email on 11/8/2022 stating that my trade in was received and it met the requirements to receive the full $800 trade in credit over 36 months.  I understood it could take 1 to 2 billing cycles before  the monthly credit was applied to my account so when it didn’t show up on November’s bill I wasn’t worried.  Like I said, I’ve never really had any problems with Verizon in the past so I figured it would be applied on December’s bill.  I was wrong.   Like so many others, I have now called Verizon numerous time (I think I’m up to 4 now) and have spent nearly an hour on the phone each time.  I explain my situation and every time I’m told my iPhone 12 Pro qualified for the $800 promotion and they can see the trade in was received.  I get an apology and am asked to hold on while they fix it for me.   After a while the come back in the line and tell me it’s all taken care of and I should see the credit on next month’s bill.   Next month comes and no credit.  I repeat the process and after another hour on the phone, I’m told the same thing - it’s all fixed and should show up on next months bill.  Again, I wait for next month’s bill and once again, no credit.  I call back.  This time I’m told they will fix it and after another hour of waiting on the phone, they come back and say there is something wrong with the system.  I’m told the system  needed to “reset” and they should be able get the credit applied to my account the next day.  They said they would call me back the next day at a time of my choosing and get the problem resolved for me.  Against my better judgement, I agreed fully expecting I would need to call back myself and go through the whole thing again.  To my surprise, I actually did get a call the next day at the time I requested!  This was encouraging and I thought I’d finally spoken with someone that knew what was going on and could resolve my problem.  Once again, I was mistaken.  This time I was told there is something wrong with the system again and it could be that the promotion was so long ago that their system wouldn’t recognize it.  Isn’t that amusing, my problem has persisted so long Verizon’s system forgot about it.  This time I’m told they will get this resolved because I deserve the credit I was promised (and qualified for) but the issue needed to be escalated, which was done and I should hear something within 7 days.  Once again I wait.  7 days come and go with nothing from Verizon.  I call back again.  This time I’m told there are even notes on my account about this issue (good to see their computer regained it memory).  Once again, I hear they will take care of it.  After another hour of my life on the phone, I’m again told they can’t seem to get the system to accept their request (I guess it forgot again) and they need to elevate the issue and I will get the credit but they need to elevate the issue and I could expect a call back within 7 days.  The days come and go with no call nor any credits applied to my account.  Now here I am, 6 months later and I still haven’t received anything.  It makes me wonder if other carriers put customers through this kind of thing.  I now have to find another hour or more to spare so I can call and explain my situation to yet another person.  Needless to say, I am not happy about this.  Even if I can get resolution this time around, which I highly doubt, half a day’s work has been wasted on this with no resolution much less compensation for my time trying to resolve a problem that should never have occurred in the first place.  If anyone has any suggestions for resolving this, I’d love to hear them.   Hopefully, Verizon will figure out what’s wrong and fix it so others can avoid going through this like so many of us have.

15 Replies
annaljones
Newbie

I am having the same issue! I just realized that my trade-in credit has not been applied either. I traded my iPhone 12 Pro Max for the guaranteed $830 credit to get the iPhone 15 Pro Max. The original phone was in perfect condition, no chips, scuffs, or breaks. My family has been Verizon Customers for 25+ years and this is very frustrating. I have not had an issue until this point and I guess that it is a common issue.

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vzw_customer_support
Customer Service Rep

Your loyalty for these 25 years means the world to us. We thank you for reaching out to us with your concerns regarding Trade-In Promotion and would love to help with your concerns. To better assist, please tell us a little more. When did you submit your Trade-In request? What was the issue with your credits? 

~Maria

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BlufflandRiverRun

I’m right there with you. I just traded in my iPhone 12 Pro Max for an online upgrade offer of $830 off and turned in at my local store. They handed me a receipt for the phone two minutes later for $259 and, like a fool, I thought maybe it was just an immediate partial credit or something. The phone I gave them was in excellent condition. No defects with the exterior whatsoever, battery still in good condition, and the phone had security removed and was reset to factory default. I even wiped the entire thing down so it was shiny after spending its whole life in a case. 

But, based on an email last night that “we’ve updated your trade in value” and another this morning telling me that “the device promotional credit has been removed from your account” it looks like they just straight up didn’t honor the promo offer. I’d have never agreed to the upgrade and certainly wouldn’t have given them a perfectly functional 12 Pro Max if I’d known they were only going to give me $259 for it. I’m half tempted to drive down to the store to demand my old phone back, and if I thought they hadn’t already sent it out for processing I absolutely would be doing so. They never once indicated there was any issue with the phone when I dropped it off.


To say I’m massively disillusioned with Verizon’s trade-in program and I’m unlikely to ever use it again is an understatement.

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vzw_customer_support
Customer Service Rep

Oh, wow! We are stunned to see you in this trade-in dilemma. We know the importance of managing your offers. Verizon is here to help.

 

For more trade-in details, check out our FAQs: https://www.verizon.com/trade-in/faq/.

 

We sent you a Private Message, please review at your earliest convenience.

~Gilbert

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Samantha73
Enthusiast - Level 1

I’m dealing with the same issue. Upgraded a 12 pro max to 15 pro max and haven’t received credit for a 12 pro max that was in excellent condition. I was guaranteed $830 credit and got an email saying I would receive $252 in which still is not reflected on my bill. I have been a Verizon customer for 19 years. It’s really frustrating and disheartening. After reading so many complaints, I see that this seems to be popular when trading in devices.

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vzw_customer_support
Customer Service Rep

Oh, no! We are sad to see you in this trade-in dilemma. We know the importance of managing your promotional discounts.

 

You can always review our trade-in details through our FAQs: https://www.verizon.com/trade-in/faq/

 

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

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Nanis97
Newbie

Same issue here, every time I call I ask for some type of confirmation to be sent to me and they do but the bill still does not reflect a credit. They say they file a “fall out promo code” and last time they even sent a confirmation stating the promo code was accepted and even sent a code of acceptance…. Still no change in my bill… this is month 8 for me at this point I want my old phone back because basically Verizon stole it from me, I’ve had enough and about to file a complaint with the BBB

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vzw_customer_support
Customer Service Rep

Hello, Nanis97. Help is here as we definitely want to see you get the trade in credit that you qualify for. Please tell me more. What is the trade in value amount? Do you have the trade in submission ID and tracking number? 

-Natasha

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Jjj7474
Newbie

Same here i been waiting for almost 10 months and have gotten the run around. And am told I can’t get my phone back. Seems this is Verizon way now. yet if I didn’t pay for this phone they would surely send me to collections. 

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vzw_customer_support
Customer Service Rep
@Jjj7474  wrote: Same here i been waiting for almost 10 months and have gotten the run around. And am told I can’t get my phone back. Seems this is Verizon way now. yet if I didn’t pay for this phone they would surely send me to collections. 

The last thing we want is for you to keep having issues with your trade-in. I want to make sure you get every single promotion you qualify for, and we're going to do everything we can to help you. Please be on the lookout for a Private Message so we can help.

~Jesse

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jessajb
Enthusiast - Level 1

I am going through this same thing. I sent in a Galaxy S10e with a trade in value of $830, along the way it said they received a Samsung Galaxy S9 and once verizon assessed it, it became an iPhone 14 plus. over all the trade in value turned out to be $382. I called the last representative and they told me it was fixed. My bill on the other hand reflects the lower trade in value.

Were you able to fix your problem? 

vzw_customer_support
Customer Service Rep

Reading about this experience is certainly a trip, jessajb. I know I would be equally as confused and frustrated if I had the same journey, only to see a lower value show on my latest bill. Sometimes, when we are able to get these kinds of issues corrected, it doesn't reflect until the next bill. We're happy to take a look. Please be on the lookout for a private note from us, so that we can help.

-Joseph

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class3nh
Enthusiast - Level 3

2 years back, I had the very same issue with a Trade-in issue. It took me 3-4 months to get some sort of movement for my trade-in value of 2 perfectly goos phones ( sent with screen protectors and original boxes)  Verizon offered me 180.00 for one phone ( they advertised a trade-in price of 579.00 for my I Phone) and my wife's Galaxy S10 of 800.00 trade-in price ( we never really ever figured out what Verizon did) as we were paying ""Device Credits"  for 2 years on our phones ( Contract is ending June 2023)  You'll be in the never ending loop and demand everything in writing. ( Lucky for us, I had all the paperwork / Chat texts "offers" 

Right now, my faith in verizon ( we too have had them for over 20 years ) is fading fast.  They want to "offer" me  "Up to"  1000 for my I Phone 12 mini (  they will Lowball me on my phone in order to get me to sign up again)  and "up to" 800.00 for my wife's Samsung S21Fe ( and I know her's will get Lowballed too)  But right now,  Verizon will need to make a huge stride in order for us to bite on the hook.

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sated00
Enthusiast - Level 1

Yep, just found out tonight that my trade in device did not meet the requirements for the $1000 trade-in.  No scratches or cracks, battery was fine.  They are only offering me $75.  

I've been with Verizon for about 20 years as well.  I'm not happy.  I would have kept my note 10.  There was nothing wrong with it, I just decided to upgrade it.

vzw_customer_support
Customer Service Rep

Aw man! 😞 We're so sorry to hear about that. That without a doubt must have been frustrating. We are happy to help! For further assistqance go ahead and PM us! 🙂 *Nicki 

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