1 Solution
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
Good morning, halliebrewer. We want to make sure you're able to get every single promotion you're eligible for and we'd be happy to take a closer look at your situation. We're sending you a Private Message so we can better assist.
~Jesse
No one helped. To close the loop.
Hello, halliebrewer, thanks for your message. We are glad to continue to help with your trade-in promotion. So we can best assist, we will be reaching out via Private Message.
-Lauren
I would appreciate help with that. I did try to contact Verizon and it did not go well.
To summarize where things landed: the agent I'd spoken with about the promotion and the plans that would meet the trade-in value requirement provided wrong information, but the answer was, in essence, sorry too bad. Basically, the one plan (which I'd changed to explicitly to get the full trade in value) only gives you *half* the promised trade in value and Verizon is not willing to honor what the person actually told me.
So, I went from an offer from Apple that required no changes to my plans and would have been a nice, straightforward upgrade - to trying Verizon's offer, which turns out to be a baitandswitch, and ending up with a plan that's $20 more per month that I didn't need or want in the first place.
I called and talked to customer service, hoping maybe they would do *something* to help a longtime customer. The only thing they were willing to do is waive the upgrade fee of $35 (for those keeping score at home, Verizon's dishonesty has resulted in an additional $240 per year). So, I'm afraid Verizon has done nothing meaningful to indicate they care to keep long-time customers (even when the error is theirs). I don't see any way other than finishing this term of service and looking elsewhere.
Exact same thing just happened to me. Traded in three identical phones with the exception of GB in Nov/Dec of 2023. Even upgraded the lines to the higher plan. Two phones confirmed within a few weeks. Lost track that while I got confirmation receipt of the third phone, I never got the trade-in verified email. Now 5 months later they are taking the promotion away. The submission ID goes nowhere in their system.
Hello, MrsJAKling, we want to help ensure you receive your trade-in credits! So we can best assist, we will be reaching out via Private Message.
-Lauren
Ugh, I’m so sorry that happened. I’ve been with Verizon a really long time and I’m so disappointed. I hope they’re able to get it sorted out for you!!
halliebrewer, we understand how important it is to receive any eligible promotional offer and we are here to help. We will be sending you a Private Message to gather some additional details so that we can further assist.
-Andi
Same for me. Traded 3 iPhones for the 15 was suppose to be free and my bill now is $40 more a month and am paying for phones that should have been free with trade in. Been to store many times. First time agent said the trade in wasn’t applied but nothing changed. Calling BBB THIS IS ridiculous!
I know how important a great promotion is for me when I am looking at purchasing a new phone, Tunaswish4. I would be happy to help look into this, and I'll need account access to help. Please be on the lookout of a private message from me.
-Joseph
I had the exact same issue and they resolved it! I purchased an iPhone 15 Pro w/ trade in credit from an iPhone 12 totaling $1000 over 36 months on Unlimited Plus in May 2024. After chatting with someone for almost 2 hours, they sent it to Promo Corrections (the existence of the department is proof enough they experience errors sometimes), but not before claiming my promo was only for $870, and that it required Unlimited Ultimate. To resolve it, I reference an email they sent me saying I was approved for $1000 promo credit, and I referenced this thread to show that it had happened to others. There is hope for Verizon, but no company is without glitches. Moral of the story: keep your emails and take screenshots of the promos before you purchase anything. Maybe it won't take 2 hours and 4-5 business days of processing to resolve it next time they accidentally try to rip off one of us again.
I’m so glad at least one person got good resolution!
This is why I’m scared to upgrade my phone with the $1000 trade in plan. I did place my order with the approved $1000 discount, but I noticed that a second updated next bill summary had been added. All the discounts had been removed. There was no email sent with this new updates proposed bill. I canceled the order due to the discrepancies on the two next bill summaries.
Same exact thing. My bill also keeps having mystery increases every month that I have to dispute. I’ve lost all faith in Verizon as a trustworthy brand.
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
This entire thread is based on the premise that I made the mistake of trading in / upgrading my device with Verizon and have had problems *every single month* since then. Also I don't appreciate that your post marked itself as 'accepted as a solution' when obviously it was not.
Oh, wow! Dealing with service issues can be frustrating, especially if you are encountering promotional issues. Verizon is here to help.
You can always get an offer details through our official deals page: https://www.verizon.com/deals/.
Sent you a Private Message. Please review at your earliest convenience.
~Gilbert
Please stop saying Verizon will help - I have been 'private messaged' many times on this topic with ZERO actual help or honoring what was promised / not actually delivered. I'm just making people aware they need to be cautious when dealing with Verizon's "offers" nowadays, which is so unfortunate. I used to really adore and trust Verizon as a provider but that era has ended.
I have. been calling repeatedly for weeks because of incorrect charges on my cell bill, they refunded me but now on the bill due tomorrow they forwarded the 45 dollars they refunded me and charged me again. I can not get thru to anyone now at all not via chat or phone. My first issue I had I was being abused by the agent on the phone, some foreigner mocking me laughing at me- never in my life had I been treated like this. I’ve been lied to, and they keep taking away my discounts! Once my phone is paid off I am moving on the another mobile company. 20 years as a customer
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