After the monthly phone bill went up (unexpectedly) and I looked into my account, it appears that Verizon not only CANCELLED my first responder discount, but also CANCELLED my entire trade in. When I upgraded to the Iphone, I was assured that my phone qualified for the full $830 trade in. I upgraded the plan and followed all instructions given to me by store employees. Now my bill is projected to go up again, and I lost out on the trade in credit for NO REASON whatsoever.
Contacted the chat online, and their only option was to go see somebody in the store.
Been a customer for 3 years, and I've never wanted to jump ship as much as now given these shady practices. Verizon makes promises and deals that they have no intention of honoring.
medicnai, this is far from the experience that we want for you, and we want to do all we can to help resolve your trade-in and billing concerns. Please tell us, had you already completed the trade-in? What do you see on your end when tracking your trade-in submission here: https://www.verizon.com/sales/digital/tradeinstatus.html
I know you mentioned that the First Responder discount was also removed, and I want to make sure that you're receiving the discounts you qualify for. To confirm, when was the last time you renewed your discount. The First Responder discount needs to be renewed every year. You can learn more here under "Do I need to renew my discount and if so, how?": https://www.verizon.com/support/first-responders-discounts-faqs/
~Izzy
Initially ordered the IPhone over the phone and the wrong phone was shipped to me. It had the trade-in UPS labels and box, so I was advised to go to the store to switch to the IPhone that was supposed to shipped in the first place. Picked up the new phone, talked to the in store employees, and sent back the Samsung Galaxy after upgarding the plan and doing everything they advised me to do.
Thought everything was fine until I checked my account and now it says that the device did not meet all of the requirements. Nobody can tell me why, and it was not even discussed with me when I spoke with anyone (over the phone or in the store) that there was a possibility that the trade in value would be ZERO. If that was a possibility, I never would have considered upgrading my phone in this way.
I resubmitted the first responder discount today, but again - I was never informed that this would have to be renewed every year. Asked the employee through the chat today about that and their response was
"go to the store". Customer service has so much to be desired. The lack of information that is given to customers when entertaining ideas of a new phone is appalling.
We appreciate the additional information, medicnai! We'll be glad to send a Private Message and take a closer look at your trade-in details. In regard to the First Responder discount, I'm happy to read that you were able to submit the revalidation today. I'm really sorry to read that the yearly renewal hadn't been shared with you. We do send emails to notify the account holder when a discount needs to be revalidated/renewed. The good news is that with your revalidation submitted today, you'll soon have that discount back in place. I'll be reaching out shorly. ~Izzy
That's great - I received your message. and now it states that I can't reply to you with information??
Start a new topic or ask questions in the open forum.
