Trade in Scam/Bait and Switch

[mjb523]

It seems that if I post on here, I might get a solution.

I spent HOURS on chat on 12/18 to work with an agent to get new phones for my husband and myself.  I was promised a $579.99 trade in for my iPhone 6.  The agent ASSURED me that my phone WOULD be worth $579.99 as long as there were no battery issues, screen cracks, or body damage.  My phone was in great condition. 

I mailed it as per Verizon requirements, and today received an email that my phone was given a trade-in value of $21.  

Net loss: $558.99.  

So here's the kicker: in the email I received, it was stated that my phone was received "as expected".  As expected.  Meaning, they knew what they were getting, I didn't try to pull one over on Verizon, and my phone was in the condition they were expecting.

The reason given?  

Adjustment reason:

Better qualifying promotion found

Umm, no, Verizon, that's not right.  If there was a BETTER promotion found, then I shouldn't be paying almost $800 for my new phone.  I should have received, oh, I don't know, MORE money than you originally promised.

I tried to chat with an agent.  The agent said, "Oh, I see on your statement that you received $21." Yes, that's correct, agent person.  I want to know WHY.  And if there's a better promotion, what is it, and why am I paying top dollar for my phone?

So I want Verizon to do one of two things:  1. give me the promised value for my "as expected" phone, or, 2. tell me what the better promotion is, and reduce my bill to reflect it.

[9wood]

Others have reported same problem or issue seems they think what you get told or promised is not what someone else will follow and is what they decide it to be 

[vzw_customer_support]

We would be more than happy to take a look into your promotion with you. We have sent you a Private Note so that we can better assist you with this matter.

EllisandraC_VZW

[Mwhcowan]

I’m about to go through the same thing. Traded in an iPhone 8plus, the EXACT phone I purchased from VZW almost 4 years ago for a trade in credit of $579 if put towards a new series 12 iPhone. I get the email that my final trade in value is $100 and the reason is “device received is not what was expected, better promotion found”. What a crock of garbage. The phone I sent is the EXACT same phone I got from them originally and worked just fine! And what better promotion?

This entire trade in process has been a nightmare and I do not wish this hassle on anybody. After being a Verizon customer for over 15 years, I highly considering switching providers. I have traded in all 4 phones on my account and I have a feeling I’m about to go through this with every phone. And if that’s the case, I will for sure be done with Verizon for good. This is unacceptable 

[Piscestg]

I have been with Verizon since 1993. While they have the best cellular service USUALLY,  I will never send them a phone for trade-in credit. The phone or chat "agents" very often quote very high prices for a trade just to make a sale. They aren't held accountable for their deceitful ways. This can be seen throughout this forum.

I have a new iPhone 12 coming today from Apple for my wife and I will send my trade to them. Apple is honorable to work with.

I purchase all of our devices from Best Buy or Apple. And while I just use Verizon for cellular service, I still have had schemes to deal with. In October I purchased an Apple Watch from Best Buy. It replaced an older watch on my Verizon plan. Once I activated the watch, Verizon charged my account $499 for the watch as if I bought it from them. That took three calls and hours to get it off my account!!! And last year they persuaded me to change unlimited plans (to the bogus 5G) at a savings of $5 per month. I was getting free Apple Music before and it was included in the new plan. However a monthly charge of $9.99 a month was added to my bill for the service. That took hours to resolve. Of course each time I called the agent "couldn't see it" on my account. Right. What a disgraceful way to do business.

[vzw_customer_support]

Mwhcowan, we are here to help get your trade-in credit taken care of! We are sending a Private Note. Please respond to get started.

ScottD_VZW

[ronres]

I just had same -- I switched 6 lines and when I called Verizon customer care talked to Misty she told me he misled me and there are no trade ins and she said she would fix it-- told me she would call me back next day -- never called -- I have spent 15 hours try to get Verizon to honor the trade ins -- I am out 3K for all the phones I bought --  any suggestions who to complain to as this seems to be the practice -- the sales guy I spoke with - Taurian Mills told me his boss asked him not to call me back. I have  the text messages from Verizon from Misty and Taurian to prove this --   unscrupulous business practice -- I am going to try to return everything and go back to AT&T or Tmobile and file complaints with the appropriate authorities and if possible sue Verizon here in Austin TX to get the money they owe me - my email is [email address removed per the Verizon Terms of Service] if anyone knows how to reach someone of authority --  

[VRZ_User]

Thank you all for sharing your experiences here, even though this is very disappointing to hear. I wish I had checked these forums before I traded in my iPhone 6sPlus TODAY!  I have screen shots of the promised rebates and chats with the sales associate. I would never had upgraded my phone if I knew they were engaging in deceptive sales practices.

I wonder if my state attorney general is aware of this or if a class action lawsuit has been initiated?   

[cmirandaiv]

Why not just go to a Verizon store and settle your problem with them personally?

[VRZ_User]

For me, it is TBD whether I have an individual issue with Verizon and a private right of action.  I sincerely hope I do not. I wouldn’t have traded in my old phone in perfect working condition for the new phone but for their trade in value. 

The point of checking with the state AG’s office is one of their purposes is to protect the citizens of their state from consumer fraud as alleged in this forum and to see if they have conducted an investigation and what conclusions they reached.