HELP!!! Verizon kept my Phone! Seeking Help with Verizon Trade-In Issue

Good afternoon everyone,

I’m hoping someone here might be able to help me with an ongoing issue I’ve been having with Verizon.

Back in March, I opened four new lines under a promotion for a free iPhone Pro/Pro Max—no trade-in required, and the value would be applied as monthly credits over 36 months. Great! We got new phones with no out-of-pocket cost.

In April, I received an email offering $500 credit toward a new Apple Watch with an old watch as a trade-in, also applied as monthly credits over 36 months. I traded in my old watch and purchased the new one under this promo—again, great.

While completing the watch trade-in online, the system asked if I had anything else to trade in. I had two older iPhones, so I entered their info and the system accepted both for trade-in. Wanting to make sure this wouldn’t affect my current promotion, I visited a Verizon store. I explained to the rep that I already had monthly credits applied on those lines and asked if trading in the phones would still provide additional value. The rep confirmed it was okay and accepted both devices.

That’s where the trouble began.

• I received market value as a one-time credit for one of the phones, but Verizon removed my original promo credits from the line.
• I called to have this fixed—they restored the promo credits.
• However, I never received anything for the second phone I traded in.
• I followed up repeatedly, and was told to “wait until next month” for a credit.
• By July, after multiple calls with no progress, I escalated the issue to the Executive Relations team.
• Their final response: you’re not getting anything for the second phone.

My frustration is that:

• The Verizon system allowed the trade-in.
• The in-store rep assured me I could trade in the phones and still receive additional credit.
• One phone received credit, but the second phone seems to have disappeared into a black hole—no promo, no market value, no credit, no gift card. Nothing.

I’m reaching out to this community in hopes that someone can point me in the right direction or connect me with someone at Verizon who can help me resolve this. I just want fair treatment for a phone I traded in under their guidance.

Thank you in advance for any help or direction you can offer.