@Stmurphy ,

It's awesome to hear that you had upgraded to three new iPhones. I'm sorry to hear of the confusion regarding our standard upgrade fees though, as these one-time charges have always been present for as long as we've sold devices. It is disappointing to hear of the conflicting information about what these fees go towards, as they have always covered the costs involved in moving your devices network information onto the new one, registering the new device on the network, and goes towards the continued free customer service support that you had used. The $20/line discounted rate that you had mentioned only applies towards online purchases made through My Verizon, not with an authorized retailer, as they can have their own separate promotions and charges. As for why some of your phones had a $40/line upgrade fee, please check with Best Buy and your receipt with them as you may have had a discount through them. If you'd like to know more about this standard charge, please check out this link: https://www.verizon.com/support/upgrade-device-faqs/#upgrade-fee . Trading in an unused device is the best way to further mitigate these one-time charges. Thank you again for sharing your experience, and we hope you enjoy your new phones!