Verizon $800 Trade in Credit not Honored
yelofnivek89
Enthusiast - Level 1

My mom needed to upgrade her iPhone 12 Pro. For Mother’s Day, I decided to get her an upgrade. I priced it out twice on the website and it included an $800 credit. When I went into the store, they did not honor the credit from the website, and only provided a trade in value of $242.  We called to complain and they told us that there is nothing they can do. How could the prices be so different online versus in store, it makes no sense!!

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13 Replies
vzw_customer_support
Customer Service Rep

We're sorry to hear that you didn't get the price you were expecting. We'd be happy to take a look and make sure you're getting every promotion your qualify for. We're going to send you a Private Note so we can take a closer look at the situation.

~Jesse

Jamiegrahams
Enthusiast - Level 1

I have almost the same problem. I orginal called because service got spotty. Verizon rep talked me into a new phone and new plan with $800 trade in. Sent my new phone on for credit and the bill I'd only showing $200 credit. Called back and the rep said that is a mistake and they will send a credit. No credit received. Called back again and this Verizon rep says the plan now does not qualify. Explained that the plan and new phone was setup by their team. I'm and now requesting an refund and my old phone back. Shipping labels have been sent. I guess I'm taking both my phone lines somewhere else. Also going up check outside forums seems like this bate and switch is a common practice, not a mistake. Verizon setup the service and the phone.

vzw_customer_support
Customer Service Rep

Hello there Jamiegrahams. We want to check into your situation and help as much as we can. We will be sending you a private note to further assist. 

~Ivone

emilyee
Enthusiast - Level 1

I traded in my phone during a $800 promotional trade in deal and my mother is now discovering that it never went through. The paperwork I received from the Verizon store in Hollywood never provided me with a proper receipt showing the trade in. I knew it wasn't right what we were being charged and when my mom called they said they only gave me around $70 for my trade in but couldn't actually find the information about the $800 credit. And now they keep trying to promote another $415 trade in deal for one of our phones...no thank you! I'd rather hold on to my phone or donate it to e-waste!  

At this point for the prices we're paying and the lack of service, we are fully looking into other providers. I've been 100% Verizon for over 10 years but with this I'm finding hard to want to stay!

vzw_customer_support
Customer Service Rep

Hello, being on top of your account is vital, especially if you are managing your trade-in status. 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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Bucky116
Enthusiast - Level 2

Verizon baited me,  a long time, loyal customer, with a trade in offer they had no intention of honoring.  Then they charged me an extra $415.
Here’s what Verizon chose to do for a decades long, loyal customer. 
1.  Offered a better than expected trade-in value of $830 to upgrade my phone. 
2.  Once they received the phone, Verizon cut the promised trade-in value by exactly 50% to $415.
3. Verizon reported this enormous adjustment was because my plan doesn’t qualify, not based on the condition of the phone, but because my plan didn’t qualify. 
4. Verizon, of course, knew my Verizon plan when they made the offer.
Conclusion - Verizon baited me,  a long time customer, with a trade in offer they had no intention of honoring. 
I’m not sure what my next steps are, not sure I want to keep the phone or Verizon service. I understand it’s a competitive business, but this was really bad. 

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vzw_customer_support
Customer Service Rep

Bucky116, first we would like to thank you for your long time loyalty with us. We want to ensure that you are always receiving the best deal and offer for your account. We will be glad to take a closer look at your specific promotion concerns to understand better what has taken place and ensure that you are receiving the best value for your current offers. We will be sending a Private Message to you so that we can review your specific account details. 

-Andi

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Bucky116
Enthusiast - Level 2

Hi Andi,

thank you for responding. I will go look for the private message. 
any response to my post?

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Bucky116
Enthusiast - Level 2

 the link hasn’t worked from the beginning. I’m done. #switching-to-at&t

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BRIREB63
Newbie

I have spent two hours on Verizon chat box every month since we traded in my husband’s IPhone 13 for a new 15 with a guaranteed promotion for adding a line, getting an $830 credit, blah, blah, blah. I have evidence that they received the trade in phone, it was in perfect condition, (my husband only uses otter boxes and treats his phone like a baby). Apparently after two weeks post receipt and valuation, they decided to cut $201 off the value of the trade in or they’re reneging on the &200 gift card. I can’t tell and neither can they.  So since talking to representatives is no longer possible, I do two hours in a chat box. Even then it takes time to get past the automated chat box. Each time, I take screenshots of their apologies and promises to fix this and each time, they remove the extra $201 from the current bill. Last month I asked if this matter was finally resolved and I was told that it should be but “wait until your 7/9 is prepared”. Well, guess what? They put it back on my bill again! I’ve had enough, I e been a customer of Verizon since 2008 though their records indicate less time likely because it’s changed between my name and my husband’s in the past but I’m now just thankful  I’m experienced enough to document everything and my daughter is an Atty. This is breach of contract. Pushing promotions that are never fulfilled and changing the rules  is actual illegal. I’ll be demanding a copy of the documentation noting $201 in damage to my husband’s perfect trade in.

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vzw_customer_support
Customer Service Rep

Hey there, BRIREB63, we appreciate your long time loyalty and know your time is valuable so we certainly don't want you to have to contact us every month regarding your trade-in. We can take a closer look to see what's going on and make sure you have a resolution to this. So we can better assist, we will be reaching out via Private Message.

-Lauren

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Courtneyathang

I’m currently online looking at the iPhone 15 pro for me and my parents. Each of us only qualify for the up to 1,000$ off no matter the plan. Only upgrades required. However when going into the store they say my phone will cover that but that my parents phones are only worth 10$ even tho they are in perfect condition minus some cracks (which Verizon indicates is not a problem). I’m hesitant to buy anything now because I’m not sure my trade in credit will ever be applied. I’m looking for possible answers if anyone has any. Thanks. 

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vzw_customer_support
Customer Service Rep
@Courtneyathang  wrote: I’m currently online looking at t he iPhone 15 pro for me and my parents. Each of us only qualify for the up to 1,000$ off no matter the plan.

We know how exciting it is to be considering a new phone and we want to ensure that you get the best deals possible. Our current offers can be found using the link below. Additionally, we will be reaching out to you in Private Message so that we can review any account specific details for promotional offers.

 

https://www.verizon.com/deals/

-Andi

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