I recently trade in old iPhone X device and upgraded to new iPhone 13 device. The estimated trade-in value was $800. The old device was in excellent working condition without even any visible scratch. I even took a picture before I sent. However, I now found a message posted in my account "On Oct 10 we evaluated the condition of your device and found it to be different than indicated and adjusted the value from $800.00 to $0.00.". I am not sure if this trade-in option is real or not. I even dont know whether am I going to receive my old phone back. Being a Verizon customer for last 15+ years, I didnt expect such experience. Very disappointed.
The same thing happened to me. Phone was in perfect working order as evident by it being used right up to when I mailed it in. Credit was reduced to zero dollars. I've been on hold with them for nearly three hours... I started my trade near the end of November 2021 which is right about when all of the other comments were posted. It seems their is either a glitch or an unethical ruse being run by Verizon.