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Trade in issue

Has anyone else had problems getting credit for a trade in phone?

I upgraded from an iPhone XR to an iPhone 12 Pro Max in April.

I did everything online, picked up new phone curbside.

iPhone XR had a small crack in the screen, which I duly noted on return forms.  After returning phone I was told it didn’t “qualify” for a credit. 

Who in their right mind would return a phone for ZERO credit?  Customer service keeps telling me they can help, but no one follows through once initial contact is made. 

I have been with Verizon over 20 years and think this is a terrible way to treat customers. 

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Re: Trade in issue
Customer Support

I am a consumer myself so I get wanting to make sure that you get your promotions. I would love to help. We do appreciate your 20+ years of loyalty. I can see what promotion you signed up for as certain promotions require a good working phone with no damage. I have sent you a private message so I can investigate this for you. -Amber