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Promotion not being honored
milchone
Enthusiast - Level 2

In Feb 2022 I was told through online chat I could receive $300 off on a Samsung s20 fe with a trade of my phone. Samsung s20 fe was currently priced at $599. I told the rep my current phone was a Galaxy Note 2 and I am not seeing a trade in value. He assured me it would be ok. So we proceeded with the purchase. My bill comes and is showing full price 599 at $ 16.66 per mo. I also did not receive a return box with my phone.

Here is part of my Next chat( unfortunately I didn't think to save the first because didn't realize I was being lied to)

What can I help you with?
Kat
at 12:58, Feb 7:
ok can you bring up my last chat with I believe it was Kambra Read
You
at 12:59, Feb 7:
I am specifically looking for when I was told of 300$ off for my trade I don't see that when I view my bill Read
You
at 13:00, Feb 7:
I am seeing full price 599 for a Samsung Galaxy S20 FE 5G UW Read
You
at 13:01, Feb 7:
Sure thing I will review now. I will say however, that the bill credits are applied after 1-2 billing cycles.
Kat
at 13:01, Feb 7:
ok Please check Read
You
I checked your chat. Your order was completed
Kat
at 13:08, Feb 7:
Your credits will appear after 1-2 billing cycles.
Kat
at 13:08, Feb 7:
ok to verify I will only pay 299$ for the phone Read
You
at 13:08, Feb 7:
Whatever you discussed. I see she says $8.33/mo over 36 mo
Kat
at 13:09, Feb 7:
ok my bill currently says 16.66 Read
You
at 13:10, Feb 7:
Do you see where he say I am eligible for 300$ off Read
You
at 13:10, Feb 7:
Yes
Kat
at 13:11, Feb 7:

I have had several phone calls since and also a trip to a Verizon store to trade the old phone in which wasn't possible . Then another 2 hour call to I ask why I didn't receive a box for my trade or what I was supposed to do. On this call   I was told  I would not have to trade my old phone in .  It has no value and they aren't able to process the return box needed. I confirmed that several times with the rep, are YOU SURE!  She responded  Instead of the trade in promo  her supervisor was making this a loyal customer credit since I was a customer for close to 16 years.  Well I am 4 payments in and still paying full price for the new phone. I can't express how frustrated this long time,  auto-pay,  loyal customer is! I just can't understand how a company of this size and fortune can allow to have loyal paying customers treated this way.  I would like to have this finally resolved but do not have a lot of faith it will be. In the mean time I am left with the decision to continue as a customer or switch carriers. Sad since that is more time and agony for me and I did nothing wrong but listen and follow the instructions provided by Verizon representatives.

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Who I have the same questioned this topic