Carrier Purchased iPhone through Apple with Verizon carrier deal; issue getting Verizon credits

[fstevens]

Venting and/or asking if anyone else has gone through this and has any tips . . . I ordered my 17 Pro through Apple, with carrier (Verizon) financing. The direct Verizon offer was a “trade-in” of $830, spread over 36 months. Ordering through Apple, I got a trade-in credit for my 14 Pro of $315, and Verizon credits of $515 (over 36 months, of course). My phone arrived on launch day; I sent off my 14 Pro pretty quickly, and received an email on September 27th that my trade-in was complete, listing the same $315 and $515 credits that I expected.

I wasn’t surprised that I didn’t see any credits on my Verizon bills that cut off September 20th (although Verizon sure managed to start charging me for the phone!) or October 20th. But looking at my next bill estimate on the Verizon site for the bill that cuts off November 20th, I still don’t see any credits. So I reached out to Verizon to see what was going on. Not surprisingly, their customer service is clueless, telling me more than once that I needed to get my phone back from Apple and take it to a Verizon store in order to get my credits. They seemed to be completely unaware that you can order through Apple with carrier financing and get the same promotion credits, and trade in your phone through Apple. Probably just to get me off the chat, the Verizon CSR ended up telling me that I need to take documentation to a Verizon store. Luckily there are several stores in my city (not sure what they expect you to do if you live hours away from a store), so I’m going to try that tomorrow.

Did any of you get your phone through this process? If so, are you seeing any credits from Verizon? I don’t think I’ll do this again, and I’m really regretting not porting to an MVNO and just buying the phone from Apple. (I get some decent credits on my Verizon bill that make it pretty much a wash, so it seemed easier to just stick with Verizon.)

 

[rui no onna]

The Apple Genius did tell us it could take 2-3 billing cycles before the credits show up.

 

[fstevens]

The Apple Genius did tell us it could take 2-3 billing cycles before the credits show up.

I’ve been billed twice since I got the phone, with a charge for the phone on both bills. The estimate for the next bill, the official version of which won’t be available to view until 11/23, still doesn’t show any device credits. I spent time at one of my local Verizon stores today. Nice enough guy, but he couldn’t help. He called a department only available to Verizon associates - no help there either. The local guy gave me another phone number to call. I’d really rather not spend hours on hold with them, so I may wait until the official bill is available. There has to be someone at Verizon who is familiar with this process, but no apparent way to reach them. I guess I just have to keep escalating and/or file an FCC complaint.

 

[Momof2.1107]

I don’t know if this is the same thing, but I have service with Verizon and preordered my 17PM through Apple. I received my device on launch day, did my trade in, in store that Sunday, and had my trade in finalized the same day. I put a $500 down payment towards the phone, and received a $520 trade in value towards the phone. Instead of the $38 and some change that Verizon was quoting me monthly for 36 months, I’m paying $10.52 for 36 months, but of course I’m going to either pay it off earlier, or just wait until September and upgrade again, since my device is 50% paid off and I can turn my device in and upgrade now if I want to.

 

[fstevens]

I don’t know if this is the same thing, but I have service with Verizon and preordered my 17PM through Apple. I received my device on launch day, did my trade in, in store that Sunday, and had my trade in finalized the same day. I put a $500 down payment towards the phone, and received a $520 trade in value towards the phone. Instead of the $38 and some change that Verizon was quoting me monthly for 36 months, I’m paying $10.52 for 36 months, but of course I’m going to either pay it off earlier, or just wait until September and upgrade again, since my device is 50% paid off and I can turn my device in and upgrade now if I want to.

This feels a little different from my situation. It looks like Verizon isn't giving you any monthly "trade-in" credits, since you got $520 trade-in from Apple, and made a $500 down payment. In my situation, Apple gave me $315 trade-in for my old phone, and Verizon was supposed to give me $515 (over 36 months). If I had ordered from Verizon, rather than Apple, Verizon would have taken my old phone and given me $830 (over 36 months).

 

[Momof2.1107]

This feels a little different from my situation. It looks like Verizon isn't giving you any monthly "trade-in" credits, since you got $520 trade-in from Apple, and made a $500 down payment. In my situation, Apple gave me $315 trade-in for my old phone, and Verizon was supposed to give me $515 (over 36 months). If I had ordered from Verizon, rather than Apple, Verizon would have taken my old phone and given me $830 (over 36 months).

Are you able to show Verizon the document stating your trade in with Apple was finalized? It should’ve been in the system that it was completed. Something on Verizon’s end isn't right.

 

[fstevens]

Are you able to show Verizon the document stating your trade in with Apple was finalized? It should’ve been in the system that it was completed. Something on Verizon’s end isn't right.

I agree 100% - something on Verizon’s end isn’t right. I found someone at least seeming to understand the issue and be willing to help (a local store manager). I forwarded him a couple Verizon documents, including the notice about finalization of my trade-in. No guarantees that he can help, but it’s something. There’s always an FCC complaint, if I can’t get results any other way.

 

[MetalGod1390]

Venting and/or asking if anyone else has gone through this and has any tips . . . I ordered my 17 Pro through Apple, with carrier (Verizon) financing. The direct Verizon offer was a “trade-in” of $830, spread over 36 months. Ordering through Apple, I got a trade-in credit for my 14 Pro of $315, and Verizon credits of $515 (over 36 months, of course). My phone arrived on launch day; I sent off my 14 Pro pretty quickly, and received an email on September 27th that my trade-in was complete, listing the same $315 and $515 credits that I expected.

I wasn’t surprised that I didn’t see any credits on my Verizon bills that cut off September 20th (although Verizon sure managed to start charging me for the phone!) or October 20th. But looking at my next bill estimate on the Verizon site for the bill that cuts off November 20th, I still don’t see any credits. So I reached out to Verizon to see what was going on. Not surprisingly, their customer service is clueless, telling me more than once that I needed to get my phone back from Apple and take it to a Verizon store in order to get my credits. They seemed to be completely unaware that you can order through Apple with carrier financing and get the same promotion credits, and trade in your phone through Apple. Probably just to get me off the chat, the Verizon CSR ended up telling me that I need to take documentation to a Verizon store. Luckily there are several stores in my city (not sure what they expect you to do if you live hours away from a store), so I’m going to try that tomorrow.

Did any of you get your phone through this process? If so, are you seeing any credits from Verizon? I don’t think I’ll do this again, and I’m really regretting not porting to an MVNO and just buying the phone from Apple. (I get some decent credits on my Verizon bill that make it pretty much a wash, so it seemed easier to just stick with Verizon.)

I am having the same issue that you're having and the verizon store doesn't know. I called Verizon corp 4 times and they keep saying they never received my phone and they would have to do a promo correction, but they denied me for that and now they are calling me this Thursday after escalating this up

 

[fstevens]

I ended up emailing Verizon Executive Relations (cersSOExecutiveRelations@verizonwireless.com), and they took care of my issue quickly and without a hassle. I emailed on a Sunday, and got a call back the same day, just an acknowledgement of my email and a statement that they’d work on my case the next day, but still very impressive. On Tuesday, I not only could see the device promo credits on my account, but they credited me back for that annoying $40 upgrade fee and set me back up with the $10/month loyalty discount that I had recently lost. If all of their customer service was this good, they’d certainly have better customer retention.

 

[MetalGod1390]

I ended up emailing Verizon Executive Relations (cersSOExecutiveRelations@verizonwireless.com), and they took care of my issue quickly and without a hassle. I emailed on a Sunday, and got a call back the same day, just an acknowledgement of my email and a statement that they’d work on my case the next day, but still very impressive. On Tuesday, I not only could see the device promo credits on my account, but they credited me back for that annoying $40 upgrade fee and set me back up with the $10/month loyalty discount that I had recently lost. If all of their customer service was this good, they’d certainly have better customer retention.

did u send all the receipts that u sent the phone in and how much i am supposed to get

 

[fstevens]

did u send all the receipts that u sent the phone in and how much i am supposed to get

I did end up emailing copies of my Apple order and my trade-in confirmation from Apple, both of which showed the credits I should get (instant credit of $315 from Apple, and $515 from Verizon).

 

[MetalGod1390]

I ended up emailing Verizon Executive Relations (cersSOExecutiveRelations@verizonwireless.com), and they took care of my issue quickly and without a hassle. I emailed on a Sunday, and got a call back the same day, just an acknowledgement of my email and a statement that they’d work on my case the next day, but still very impressive. On Tuesday, I not only could see the device promo credits on my account, but they credited me back for that annoying $40 upgrade fee and set me back up with the $10/month loyalty discount that I had recently lost. If all of their customer service was this good, they’d certainly have better customer retention.

How did you find that email address because I couldn't find it