For years I have gone with Verizon because of the reliability around the US since I travel for work. But this is all Verizon has to offer and I’m not sure they are the leaders when it comes to reliability anymore. T-mobile and others have quickly caught up and surpassed them in other areas I have found to more important. Customer service at Verizon is seriously lacking, and there are practices that everyone needs to be aware of. Recently I traded in a phone and received a promotion for that trade in. This promotion was equal to an $800 credit which was dispersed over a 3 year period as a discount. On my account it also showed that I had the option to pay my phone off so I did. By doing this I lost my promotion. I did not receive my trade in back and they refuse to refund my money. If I trade in a device I should get something in return. After speaking to several people at Verizon they seemed to be sympathetic and told me they would refund the money but instead they charged me again for the phone. The billing department said “read the fine print” you not getting a refund, “it does not matter what the notes in the system say”. So, I received nothing for my trade in, paid off a brand new phone and now they are asking me to pay for it again. On top of that, no one seems to be able to fix it! So, I’m done with Verizon. After many hours on the phone and repeating this same story. I’m taking my two paid off devices and switching to T-mobile. I hope you get your act together Verizon. Your customers deserve better.
I will say this out of all the device promotion, I will never select the trade-in option. Between the two-year now three-year payment cycle and the low value of the phone I could possibly trade in, I never saw the appeal of the option. Plus, I prefer to keep a usable backup phone just in case the fancy phone breaks.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
We're sorry to read that you had this negative experience, as this is never the way we want you to feel. In this case, if you previously had a promotion, and your phone is paid off, the promotion is cancelled, but if you traded in your phone, and it was already paid off, you can receive a promotion for the new device if one was available at the time. Were you told you qualified for a new promotion when you upgraded?
~Freddy
Hi Freddy,
Yes, the phone I traded in was 100% paid off. No one has told me I qualified for a new promotion when I upgraded.
At this point I’m still being charged twice for a the same phone. Why hasn’t this been corrected?
Daniel
That's great to hear, Daniel. Since your previous agreement was fully paid, you will qualify for a trade-in offer on your upgrade. To make sure we're on the same page, after purchasing your new phone and receiving the trade-in offer, you then paid the balance on the new device payment agreement, is that correct? If so, part of the discounted trade-in offer agreement is that you will receive the credits monthly over the next 36-months while your new device payment agreement is active. If that agreement stops (is paid off), the credits will stop as well. Please click here: https://vz.to/3ibQ7Mo for details. Can you please let us know more details as far as being charged twice for a phone? Are you seeing two charges on your account?
-Lauren
Hi Lauren,
This is exactly why I’m tired of Verizon. I’ve explained this over and over again and your still asking the same questions and nothings been resolved. Verizon is about to report me to collections for an error on your end. I have paid off my phone. You have not refunded that money. Instead you charged me again for that phone on my next bill. I also traded in a fully paid off phone and you took away my promotion and basically stole my phone. You and everyone else keeps giving me the runaround.
It is certainly not the intent to make you feel like you're getting the run around, Dpaulete. When you trade-in a device, there is a disclaimer that it cannot be returned. Those promotions are tied to the device agreement, and end once the agreement does. However, you're still entitled to the market value of your trade-in device, so I would be happy to make sure this is received. Additionally, I would be happy to take a look at your billing, because I would also share your concern if I was being billed again for something I had paid off.
Since we will need account access, please be on the lookout for a private message from us.
-Joseph
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