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Verizon refusing to give my trade in credit, have called since 2/13
AnotherFrustratedGuy1

Sigh. Where do I begin. 

On 2/13 I decided that I wanted to upgrade my 11 pro max for a 12 pro max. My 11 pro max was purchased with Verizon back in 2019 as part of a new customer, trade in your old device promo. Back then, everything went flawlessly. I received my credits, got my new phone, etc. 

Now on 2/13, I placed my order to trade in my old device for the new iPhone and everything went as planned. The option I chose was to trade in my device for trade in credit (from the looks of it, I believe the app was going to charge me the remainder of the phone balance, then the trade in credit would be applied to my bill). A few minutes later, I got an email saying my credit application was approved, then a few more minutes I got an email saying that my order is on hold/canceled. 

I called in and long story short I was able to place a new order with the rep, however they must’ve not done my new order with the old submission I’d. I was told but up to 5 reps that I would receive a trade in box in the mail. A month passes (mind you I have called in day after day trying to get this issue fixed). Multiple reps stated they would send me a box, never received them. So now I was stuck with the balance of my old device on my bill. 

eventually, I spoke to a rep who sent me a tracking label via email and asked me to go to the UPS store and return it myself. I did this, and got receipt of delivery. Multiple reps at this point have confirmed that they see that they’ve received my device 

fast forward a few more weeks, I am told that I will get my bill credits within a month, then it was 6-8 weeks, etc. at this point I’m frustrated but keep my composure. 

fast forward to last week, I finally just got the hint that I am not receiving any credits anytime soon so I paid my bill/remaining balance amount. Afterwards I called back in to try again to get my credits. The rep attempted to submit some form for the trade in credit. She said it will take 5 days to be approved or denied. 

I called in again today, and it was denied. So now, today, I’ve spent ANOTHER 2 hours in the phone trying to get my ***** credits added to my account. I am at a loss. Can anybody please help me? I am about to submit a claim with the BBB and/or the attorney general at this point and though I like Verizon’s service and perks, I will DEFINITELY be considering leaving as soon as I pay off my new device. The only good so far is that one of the 5 reps I spoke with today offered a credit of $80 due to my inconvenience. This was much appreciated, but my original trade in credit was supposed to be for $506. 

can anyone please help me???

Tags (3)
Re: Verizon refusing to give my trade in credit, have called since 2/13
Tigerstep
Sr. Member

Unless the phone was paid off in full prior to upgrading, you don't get any trade in value for an iPhone. Instead, you get to upgrade early without having to pay the balance.

Re: Verizon refusing to give my trade in credit, have called since 2/13
AnotherFrustratedGuy1

Well, I have now paid off my device but they are refusing to give me my credit so essentially they either need to give me back my device or give me a device balance chargeback. If not, they essentially stole my phone. At this point I think I’m just going to file a claim with the BBB I’ve grown tired of fighting 

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Re: Verizon refusing to give my trade in credit, have called since 2/13
DDT_Knight
Member

Did you ever get resolution on this? What did BBB do?

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Re: Verizon refusing to give my trade in credit, have called since 2/13
AnotherFrustratedGuy1

Yup. Ended up getting about $950 in credits. After I escalated to BBB, a senior credit advisor reached out to me 

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Re: Verizon refusing to give my trade in credit, have called since 2/13
mama23dogs

However the original poster got a credit that they were not entitled to because they did not follow the requirements of the promotion. You must pay off your old phone first. Only then are you eligible to participate in a trade-in deal to give you credits for your old phone.    You also have to send in your old phone to get the trade-in credits which the original poster didn’t do either,  because they were never never eligible for the promotion in the first place.  
always read the fine print. If you don’t understand the fine print ask questions. This forum is here to keep people from making simple mistakes like the original poster did.  

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Re: Verizon refusing to give my trade in credit, have called since 2/13
AnotherFrustratedGuy1

actually, that is not true. The reason why I got credited was because they admitted that their was a glitch in the system that allowed me to start an order for a promo that no longer existed. 

I called in maybe 10-15 times, spent countless hours on the phone, received inconvenience credits, and received credits that multiple customer service reps tried to apply for me, but for whatever reason wasn’t able to push through for me. They verified that they had my trade in, and it was in good condition. I did not ask them for anything more than what I was owed (it was like $500 for the original trade in).

So don’t make it seem like I was trying to cheat the system. I did everything right, and the Sr Credit advisor even admitted that he only seen a mix up like this a few times, and he’s pulled the experience to do coaching with his customer service reps.

And to be clear, I called a million times, THEN finally filed with the BBB. Don’t talk about “read the fine print” when I literally placed my first order through the app and it worked, then got canceled an hour later, then placed my second order over the phone, and they didn’t create the transaction properly. I followed the fine print perfect fine.