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Trade-in issue
Tracy58
Member

Several months ago, I called Verizon customer service to inquire about upgrading 2 of my 3 lines. The associate asked which phones, which were both IPhone 7 Plus and in perfect condition. She said there’s a special for a $350 trade-in credit per line. She was very assertive and insisted that if I didn’t do it that day, the deal would no longer be available if I waited. Knowing what phones I was trading and what plan I was on, we went ahead with the agreement.

Over the next several months, I didn’t receive any credit whatsoever. I called a few times and was told “don’t worry, it’ll be on your next bill”. After 3 months of it not being on my bill, I call back and was advised that I’m not getting any discount because she made a mistake and I would have needed to upgrade from a regular unlimited plan to a premium plan, something that was NEVER discussed the first time, or any subsequent times I inquired about it. On January 11,“Brittany” was incredibly dismissive and had such an “oh well, too bad you’re not getting your $700 credit you were promised because of our incompetence”.

I’ve attempted talking to others and told the same. How can a loyal customer for 20 years be treated like this and you can just take my phones like this?! Without even talking to me about it, they issue a $69 credit to shut me up, but no, I’m sorry. That’s just wrong and I need help please. 

Re: Trade-in issue
9wood
Sr. Member

Seems a common problem they promised or state one thing and find excuses to deny it you didn't do this that or whatever followed by wait and wait than oops the promotion or offer is over now oops too bad not very honest of them in my opinion

Re: Trade-in issue
vzw_customer_support
Customer Support

I see. Thank you for clearing this up for us Tracy. This is definitely not the experience that we want for you to have especially as a 20 year customer! We would like to access your account to look into this for you. How does this sound?

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Re: Trade-in issue
PR28
Member

I almost bought an iPhone today but the representative didn't tell me that I would have to upgrade my Start unlimited plan to Play. unlimited. I'm glad I checked with another representative.  A few months ago we upgraded 2 lines to new iPhones and didn't have to upgrade the plan. Did something change? I notice there is a $799 trade in for Samsung phones but not for iPhones Why?

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Re: Trade-in issue
vzw_customer_support
Customer Support

Our promotions are always changing, and what was available a few months ago may or may not be available today. As our promotions change so do the qualifications. Additionally, our deals are specific to a device. 

EllisandraC_VZW

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Re: Trade-in issue
mstevens4321
Member

Same thing. What gives? I was told my phone would be worth $350 to trade in and I had 30 days. So I got the new iPhone 13 pro max and went online for the trade in and it said my phone was only worth $30. I’m so upset and disappointed. I’ve been with Verizon for a long time and I’m so sad that their employees treat customers this way. 

Re: Trade-in issue
mstevens4321
Member

My boyfriend is also on the same plan and he upgraded to the Samsung 22 ultra because he was told his device would be worth $350 and it’s only worth $17. 

Re: Trade-in issue
vzw_customer_support
Customer Support

mstevens4321, please know that we truly value you as such a loyal customer. I would be just as upset, getting a different amount than promised. 

 

In many cases, the actual value are $30 or $17, but the you will still get the promotional offer of the $350. Have you confirmed if the promised promotion has been added to each of your lines? -Vanessa 

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Re: Trade-in issue
mstevens4321
Member

I wish there was a way for me to edit or delete my original post, but I don’t see a way to do that from my phone. Thank you for reaching out,  Vanessa. The promotional offer was added to my cart for both phones and I’m in the process of trading the devices in. Maybe the system just needed to catch up? I’m not sure what happened but everything seems as right as rain now. Thank you again. 

Re: Trade-in issue
vzw_customer_support
Customer Support

Hello mstevens4321, we're concerned to learn that you're having issues with your trade-in promotions and we'd love to help! How much time went by from the time you created the upgrade order to when you created the order for the trade-in? 

 

~Baldo

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