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Verizon trade in program

I'm a simple Verizon business customer (we have 6 or so lines) for 20 years.

Generally I don't do trade ins because we use old devices for software testing, although I have traded in some Samsung phones direct to Samsung. In those cases we received a credit from the cost of the new phone, immediately.

Ok, so last October we needed to get the new iPhone on a line that had last year's iPhone. Since Verizon was offering $1000 trade in, I figured let's do that. New phone arrived, package up old phone sent it to Verizon. That was in early October.

And that's the last I heard of my $1000.

There's a status page where you can check the trade in status, if you have a magic tracker ID that they don't email to you. But...not my first rodeo...I had screen shotted the magic ID from the order process. On the tracker page it says the trade in phone was received 10/11, and then it says "Assessed -- In progress".

It gets more odd though. Every time I call CS, after battling the now-horrendous AI IVR system to get to a human, as soon as I mention I am calling about a trade in, they either hang up, or put me on infinite hold, or claim the call quality is too bad to continue.

What's going on here?

Comments

Verizon_Support

We're sorry to hear you haven't received your trade-in promotion from a traded-in device from October, dborehamfree. It's important your returned device is looked into and the promotion completed. We appreciate you making us aware of your recent experience with contacting our Business Support team. We do recommend reaching out to them again for additional assistance with your business account. I'm confident they will be able to fully assist.

-Danielle

dborehamfree

Obviously if I'm posting here I've already exhausted all other avenues. I've also tried contacting our designated SMB Rep, but she never answers her phone and doesn't return calls. If you really want to help me, then just call my phone. I'm waiting...

Verizon_Support

dborehamfree, I am going to send you a Private Message so we can gather some more details from you.

-Sara

dborehamfree

Details send as requested in DM.

dborehamfree

Just to close out this thread: yes there is some sort of systemic fraud at Verizon with trade in devices and if you have a business account (hence higher value, should get better customer service??) --- guess what --- you get no customer service.

Verizon_Support

Hi dborehamfree, checking in! Let us know if you still need assistance.

-Red

RogegKlotz24

I have experienced precisely this. Business account with no customer service and being lied to (you can call it what you want, but since it happens to so many people I have to believe we are told lies on purpose).

I spoke to Mark Anthony Ebuseo on 3/7 at approximately 2:50 to 4:10 EST. Mark told me that the promo available was iPhone 16 128 GB with a device credit of $830 per device. I clarified that this promo did not require a trade-in of a device, I was told that is correct. I agreed to this upgrade for 3 lines. I was sent the orders to approve and asked Mark why it showed a monthly device payment of $23.05? He told me that's how it looks and I will see a charge of $23.05 (for each device) for the first month, but that it will go away.

I asked multiple times to confirm that the promo Mark was offering me was 3 iphone 16s 128GB each with a device credit of $830, so essentially a monthly device payment of $0, and no trade-in. He said yes. He even said, "if you don’t believe me, wait for the new bill, you will see, I have no reason to lie, I don’t get any credit.”

I am looking for documentation of this promo that I was told. So I called on 3/10 around 2:10 EST and spoke to someone who confirmed they can see the $830 credit for each device. I asked for an email or some kind of documentation of this because I cannot see it on my business portal. I was then told to call the Finance Department (866-266-1445) because they could not provide such documentation. I called the Finance Department at approximately 2:20 EST and spoke to Alex, who again ensured that there was a $830 device credit for all 3 upgrades. Again, I asked for an email or documentation, which he could not provide.

I then got transferred to someone in the Business Care Team around 3:20 EST on 3/10 and spoke to someone who said they don’t see the $830 credit, but would submit a Promo Credit Application.

How is it possible that Mark (from 3/7) who placed the order, a customer sales rep (3/10 at 2:10 EST), and Alex (3/10 at 2:20 EST) say they can see the device credit of $830 but the rep in the business care team can’t?

I called in again on 3/11 and spoke with Edward, who said he didn’t see the promo but suggested that I do the trade-in promo. iPhone 16 with $830 device credit, all I need to do is send in my old devices. I actually got Edward to send me an email stating this. Now, Edward is sending me text messages (that I can’t respond to b/c they are from the 89900 number) trying to reach me about what we discussed. On 3/14 I got an email stating that the total credit would be $415 per phone as per my old device appraisal. That’s less credit than the offer I get for not trading anything in!!. So now another promo credit application is going to be submitted (spoiler alert: It doesn't mean jack and nothing will happen)

Bunch of liars and scamers. Luckily, I was only sent 1 of the phones and I haven’t opened it yet because I don’t trust these sneaky S0Bs. I am at the point where if I am not given the offer I was told, I will close my account. I’ll pay any termination amount needed not to give Verizon any money in the future.

Email from 3/11 after talking with Edward

Email from 3/14 showing Edward is a liar OR Verizon teaches their employees to be deceptive/misleading

Screenshot 2025-03-14 212657.png

Screenshot 2025-03-14 212912.png

Verizon_Support

Hello RogegKlotz24, we understand that it can feel misleading to be told conflicting promotion information. We appreciate that you took the time to detail what happened and we would love the opportunity to resolve this for you. Please be on the lookout for a private note from us and we can start working on this right away!

-Christy

RogegKlotz24

To keep everyone in the loop, in case you are following up, Christy reached out and said she would send an email explaining all the issues I have been experiencing. Below is the conversion with Christy on 3/14. We will see if anything happens or if this is just another way for Verizon to waste customers' time and send people in circles

I understand and I feel so bad that you had all this occur. We definately don't want you to think this was a ba!t and sw!tch, I will assure you now that once you're contacted we will have an explaination as to what happened with the promotional credits and a solution to ensure you get the best deal for your upgrade. I am almost done on my end and will let you know in just a moment once it's sent. -Christy

‎‎10:42 PM

I've just sent the email. I see it does require 48 business hours for response. I would say anticipate a call by Tuesday evening. I made sure to include all the details of our conversation, your post, and the prior communication you had with us. -Christy

‎10:42 PM

Ok I will wait for their call

‎10:43 PM

I want you to know I really do empathize and see all the efforts you've made to try to resolve this and I will make sure that this is properly addressed. You're a valued customer and shouldn't have this experience when you're just trying to upgrade your device. I did want to touch base and make sure that this addresses all your concerns? -Christy

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