Trade in credit not applied

[pepper121212]

I sent my iphone Xr to the trade-in center and I also have a confirmation page that the phone was received. I was told that the trade-in credit will be applied in 1-2 billing cycles. It's been 3 billing cycles now and the credit has not been applied yet. It looks like others are having the same issue.

[vzw_customer_support]

That is not how it should work. By the 3rd payment, the credits should be showing on your bill. Does the bill show the 3rd payment on the device?

-NoahS_VZW

[pepper121212]

The credit is still not showing on my 3rd bill. It says "Device Payment 3 of 24" .

When I purchased the new phone the sales person said the credit will be applied "on the back end" once they receive the trade in. I already checked my trade in status and also spoke with an agent and confirmed that the device has been received and the credit is finalized but credit has not been applied yet.