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I chose to trade in an iPhone for the newer iPhone 15 Pro, based on Verizon's stated offer of $830 trade in credit as long as the traded device was as promised and the plan was switched to one of 2: Ultimate Plus or Ultimate Unlimited (I have the screenshot).
Sent in the device (perfect condition), was received ... then Verizon informed me that the promo credit was taken back b/c my plan no longer was eligible. After talking to customer service for an hour I was informed that now the plan had to be Ultimate Unlimited and I was out of luck.
I've been with Verizon for decades but this is a fundamental breakdown in the basic good faith relationship. Will be finishing this agreement and moving elsewhere.
Solved! Go to Correct Answer
Understanding your bill is crucial, and we are here to help. To better assist please tell us. Did you recently change your plan, add a line or purchase a new device?
~Maria
Hello, DonnaDolce. Help is here as we always want to see our customers take advantage of their applicable promotion. Please share more details. Do you have the tracking number and trade-in submission number for the trade in question?
-Natasha
With all due respect, I went through 12 separate rounds of attempting to get support from Verizon before I gave up. If Verizon was actually going to help one of those dozen separate conversations on phone, chat, email, and in person would have yielded some sort of result. The goal is just cautioning others.
After nine years with Verizon and no problem, I traded in a phone for the first time. They were supposed to give me $850 credit and they gave me $5.55. I talked to the Verizon dealer that made the deal with me And he said he must’ve made a mistake and brought a lady from Verizon on the phone for a three-way call. The bottom line is I never will get my $850 credit and I’m stuck with Verizon for three more years. I will spread the word on their trade-in scandal to everybody I can. It’s hard to swallow being screwed this hard and now I have to pay out over $1000 for this mistake by the guy who sold me the phone. Verizon was no help on the phone. None whatsoever. Definitely made me feel like I don’t matter at all.
NORPAU32, thank you for choosing us as your carrier for the last 9 years! We're so sorry to read about your trade-in experience, and we want to help out as much as we can. To best assist, we'll be sending a Private Message.
~Izzy
I just traded in 3 phones for the promotion that was running in August which was communicated that for every trade-in phone you would receive $830 towards the iPhone 15 and would only need to pay the tax. It was retold to us clearly from the Verizon employee that yes we would only be paying the tax on the $830 for each phone. We are now being charged installments each month to pay off the full cost of each phone. We are confused and frustrated.
@JDC8924 wrote: I just traded in 3 phones for t he promotion that was running in August which was communicated that for every trade-in phone you would receive $830 towards the iPhone 15 and would only need to pay the tax.
Congratulations on your new devices. We understand how exciting it is to get new phones, especially with a promotion. To clarify how the promotions apply, your account will still see the monthly device payment charges for each device. Once the promotion is updated to each applicable line, there will be a credit for the monthly value of the promotion as well. So, the line would only pay the difference in the monthly charge for the device and the monthly promotion value. Can you confirm if the trade promotion is also showing for your 3 phones on your bill?
-Andi
I just traded in my phone for the new iPhone 16 Pro. I noticed that the promo offered is $1000 off with trade-in and switching to one of the new Ultimate plans. I didn’t want to switch and clearly expressed that to the rep when placing my order. Rep offered $830 for my trade-in and I don't have to switch plsns. The plan I have now verizon no longer offers and would hate to lose it. After reading these post I am praying that when I receive my new phone I don't run into these issues.
We have been dealing with the exact same issue for 6 months! Our phones were in great condition! We upgraded to a newer plan because we "had to" and still didn't get the discounts we were supposed to get! I even have it in writing! The discount each month on our new phones doesn't add up to the amount we were supposed to get for our trade in. And all the keep saying is it is on there! Look at your bill! Well it's not!
I know that I would be concerned if things weren't adding up correctly with my trade-in device and a promotion, SHartgrove. I am here to help. I'll need account access to take a look into this. Please be on the lookout for a private message from me.
-Joseph
Verizon lost my iPhone 13’s and now me and my wife are paying for the 15 pros
Oh no, we're so sorry to hear this happened! We want to make sure that you're getting the credit for returning those iPhone 13s! We are sending you a Private Note so we can get this resolved.
-Cait
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