Trade in credit problems
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
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.
- « Previous
-
- 1
- 2
- Next »
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
They owe me too… this is the longest 3-5 business days I’ve ever waited switching my services
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
We definitely do not want you to leave us. We are here to help. Could you please provide us with more details?
~Geo
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
This happened to me too. Verizon kept hounding me to upgrade my 14pro and I finally decided to do it and ordered my 15pro. Sent my 14pro as instructed and even got notification that they received it. I never saw a credit as I was promised and every time I call they promise me that it is in process and it may take 2 to 3 cycles to show up. In the mean time I am paying about $35 more a month until it is fully processed. reading these posts, I wonder if I will ever get my credit. I should've kept my 14pro!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hello. Thank you for reaching out to us on this platform. We would like to help with your Trade-In concerns. I'll be sending you a Private Message, please reply to it, so we can further assist.
~Maria
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Wife and I will chat with Verizon support later...was supposed to get a trade-in credit for an iPad I traded in for credit toward an iPad Pro. Our payoff amount for the iPad Pro is a LOT more than what we calculated it would be with the trade-in credit. We did have some past due bills we had to split payments on, but I wouldn't think this would be enough to disqualify the trade-in credit. If that's the case, we'll probably sell our old device on the private market, and use the sold price toward the price of a new device. That way we know it's actually being applied toward the new device.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
@biscuits1978 wrote: Wife and I will chat with Verizon support later...was supposed to get a trade-in credit for an iPad I traded in for credit toward an iPad Pro.
We will be glad to gather some additional information regarding your trade in so that we can further assist, biscuits1978. Can you share some additional details with us regarding your trade in? When was your purchase and trade in completed? Was the trade in you were expecting related to a promotional value? If so, what was the promotion that you were expecting to receive. Any additional details that you can provide will help us to investigate your trade in experience further.
-Andi
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I decided to trade in my Samsung Galaxy S10+ to upgrade to the Galaxy S22 ultra because of the promotion offering $800 for a phone regardless of condition so long as it powered on and did not have battery swelling or signs of water damage. 2 years later and multiple attempts later, my trade in was valued at $0 and I still owe over $400 on my device. I read all of the disclaimer information when I traded in my phone and was sure that my almost new phone would have no issue obtaining the promotional credit. Everytime I try and look at the details of my trade-in it tells me that there was an issue and the trade-in does not exist. I can't screenshot the trade-in order but I sent my phone the day after I received the shipping label. The phone was kept in an otterbox case and had no scratches. Where in the world is my trade in credit? This is my 3rd time having issues with trade ins and 1 time was because the phone was on someone's desk and not ran through the system. I met all the requirements of the offer but have been shafted ever since.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Oh, wow! We are surprised to see you in this trade-in dilemma. We understand the importance of getting the promotional offer you were seeking. Our goal is to provide the support you need.
For 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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I traded in my IPhone 13 and it was assessed for $830. They said that I’ll get a credit for $23.06 for 36 months. Instead it’s only crediting it at $8.33. And charging me for the full amount of the new phone, the IPhone 16. I keep calling to explain the issue over and over again. They keep telling me that they got a promotion system error when trying to correct it. Basically, it’s as though my IPhone 13 was stolen.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
VerJuKa, we don't want you to feel frustrated! Let's take a look at what could be impacting your Trade-in value and we will find options. Please reply to the following private message so we can chat in detail to investigate!
-Deb
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
Hello. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help.
~Ivone
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I just received an email that because I switched plans (the only way to save money with Verizon) my promo credit for my trade of an iPhone 13 to iPhone 14 (15 months ago ) will no longer get credited effective December 12 (I received notification December 1). When I contacted Verizon, via chat (3+ hours) I kept getting different answers until the last chat rep said I should contact them back to see about the credit when my bill no longer reflects the promo credit. If I pay off my phone now it will have cost me an insane amount and I’m a senior citizen living on a fixed income. I don’t know how to resolve this issue! Any ideas out there??
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I really appreciate this post because I’m about to trade in my iPhone 13 which is in mint condition, with not a scratch on ifor one of the promos. Does anybody have advice on how I can avoid this problem like maybe taking pictures of my phone and documenting would that help or is it just basically their AI automatically throwing it back like insurance companies do with claims? Do you know what I mean?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I can certainly understand your apprehension with trading in your device, Hidizzle. There are a few best practices that I use myself to help avoid any potential issues. The first thing to know is that sometimes promotions don't apply correctly, and we definitely have tools to help get them fixed as quickly as possible. The first thing I can recommend is that if you choose to ship the device back to us, always drop it off at the UPS Store, Fed Ex, or at USPS is to get a receipt of the drop off. This acts as the first scan into the tracking system so that it will show that the package was dropped off at the carrier.
The other option is that you'll have an option to hand in your trade-in at your local Verizon store. You can use this option if you prefer not to ship the device back, and you'll get a receipt for the transaction as well.
I hope this information helps offer your the peace of mind with your future upgrade.
-Joseph
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
I traded my XR in last September. I handed them the phone in the original box and in like new condition. I was promised $729-$829 trade in. Four months later, more than 6 trips to the store and a 90 minute phone call on "customer service" help line, I still have nothing but frustration. Even the local store manager, Derek, has been completely useless. He promised to resolve it with a PCA back in October and again in December. He also promised to call me with an update so I would not have to return to the store for a 7th time. He never called. My family plan for 4 devices and more than 7 years of loyalty doesn't seem to matter. I almost feels like they want me to take my business to ATT, T-Mobil, Xfinity, Cricket, or any other wireless provider. They took my phone and did not compensate me for it.


- « Previous
-
- 1
- 2
- Next »