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Verizon trade in program didn't work

I purchased the new iPhone 12 with the trade in offer that Verizon was offering 580 off when you trade in iPhone 4 or above. I filled out the trade in info meticulously online fearing what I had heard but thought Verizon wasn’t like that. I took of screenshot of the receipt from trade in. Then waited for my package to send in my old phone. I packed the phone with extra packing as Verizon supplies the very little. I dropped the phone off at fedex taking a picture of the box at fedex. I checked the website a few days later to see Verizon had recieved the phone. However Verizon showed the phone as not being received. A few weeks went by and I got an email reminding me to send in my trade in. I called Verizon and they said they saw they had recieved the phone. The person said you should see a credit on your account within the next billing cycle. Fast forward two billing cycles no credit I call again and this time I’m on hold off an on for an hour with a rep who says ok I have taken care of it and you should see a credit of 75 on your next bill and 25 every month there after. Next bill comes in no credit this time the rep says he is filing a report and I should here something in ten business days. Next bill comes in no credit. I thought Verizon was a legitimate company.

Comments

vzw_customer_support

I apologize for the issues and the frustration you went through as it relates to the time you spent to get the trade-in credit that was sent in and not yet been applied to your account as you were informed, Iriswain. It should have been an easier process and let me look into the credits and ensure this is taken care of. What was the exact date the Trade-In was sent to us? Can you confirm the FedEx tracking number? Please send us a private message so we can look into all of your credit concerns.

Thank you,

Edwin_W

Trust me, I am having the same issue. Well they gave me a much lower credit and stated Device received not one expected. I have talked to so many Customer Care Agents , chat agents, and on hold , being conveniently disconnected when they try to transfer me to the trade in department, where I call back and the cycle continues. As of February 1st, I thought I had it taken care of as was told the rest of the credit adjustment would take place with the March billing cycle and tada, it didn't. So just today I have spent 2 hours on a chat session, 35 minutes on the phone only to be disconnected once again. Its IMPOSSIBLE to get a live person when calling the trade in number, but I am not done, and this will most likely make them lose a 20 plus year customer.

vzw_customer_support

We always want your trade in to run smoothly. When did you send in your device to us? Do you have your submission ID for your trade in? Do you know if an escalation was submitted for the trade in?

EllisandraC_VZW

I am currently going through the EXACT same scenario with Verizon. I traded in an iPhone 6 for iPhone 12 on 5/24/21, received the new iPhone 12 two days later, packed the trade-in iPhone6 in the enclosed UPS packaging that came with the new phone, dropped it off at the UPS Store, monitored the ground shipment on the UPS tracking website, and received a proof of delivery from UPS (it was delivered to their Fort Worth, TX Returns Processing center on 06/07/2021 9:28 A.M) and mistakenly assumed all was good with this trade-in transaction because my first two bills (June and July) were accurate. However, since the August bill I have been over-billed approximately $100.

I have contacted them two times trying to resolve this issue. The first time they said that they never received the trade-in phone and I presented them with the UPS evidence that it was delivered to them. Eventually they acknowledged the UPS receipt and said the "Trade-In Team" will correct the problem ... which they never did! The most recent contact took place 10/30/22 when I was assured (again!) by the agent that it was an error on their part and a credit for $579.99 would be applied and "You will see this credit reflected in the next billing cycle". Just received my bill yesterday and still no credit. So dang frustrating. I guess I will be back on the phone and/or online chat ... and will probably be told the same thing again.

I am currently experiencing a similar frustration. On Oct 1st 2021, I traded in my iPhone 11 for an iPhone 13 Pro. I did it all in the store. Walked out with my new iPhone 13 pro, left the iPhone 11 with the clerk after having transferred all the data to my new phone and factory resetting my old phone.

In addition to an $800 trade-in credit, the clerk also said I would receive a $150 store credit on my bill.

It is now Nov 28th, eight weeks since the transaction. No credit of any kind appears on my bill.

At this point I feel I have been hoodwinked because when I checked my receipt, the only piece of paper I left with, there is no information about a trade-in or a store credit.

A friend of mine did the same trade-in deal at the same store the same day with the same clerk... she hasn't received any of the credit or trade-in credits either.

I'll contact the store again tomorrow, Nov 29th, and see what happens next.

I'm feeling tricked to the tune of $950.

Fracturedskull86

No, they are only official and legitimate on paper. They use any tactic they can in order to do ambiguous business that usually works out just how you described, only normally theyfe dealing with renegging on 600 dollar trade in deals. So 75 is par for the course of making the statistics even I'm guessing. Half they can blame on FedEx, half on the customer. But of course it's never there fault. I'm going to FedEx today because Verizon said they never received it.

vzw_customer_support

We want this issue resolved for you ASAP. Can you tell us more about this so that we can fully assist you?-Sean

My husband and I have been customers of Verizon Wireless since 2009. We have always had good service with you and, when there had been issues over the years, the customer service was fantastic and all our issues were resolved quickly and smoothly. For these reasons we have remained loyal and highly recommend Verizon to anyone who asks.

Unfortunately over the past two months now we have experienced an absolute mess of a trade in process and it still is not resolved. I am hoping that maybe my experience will be taken to heart and wherever the issue is maybe it can be resolved so no one else has to experience it.

Back on October 1st I called Verizon and paid off my three cell phones and began trade in process towards three new iPhone 13s. The pay off process was fine, and the order was placed for the three new phones. I was to receive the new phones around October 22nd (they were backordered, we completely understood). I was told that the trade in fees and tax on the new phones would be charged to my card the day they shipped. No big deal.

October 13th I received an email saying there was an issue with my order, that my card was declined. First of all there is no reason why it would have declined. There was way more than sufficient funds in the account to cover the cost of the fees and taxes many times over. I logged in to try and see if maybe the card number was put in wrong or what might be going on. I tried to update the payment several times, even tried with a different bank card and a high limit credit card, but it kept telling me payment could not be updated.

I contacted customer service who sent me a link to make the payment. No dice. I was eventually told there was no way the card should have even been charged at that point because the phones would not be shipping until at least October 22nd. I was told it was a glitch in Verizon's system and to wait it out.

Over the next couple days we continued to receive text messages and automated phone calls saying there was an issue with our order. Each time I contacted customer service (sometimes via chat, sometimes via phone) and each time I was assured it was an issue in the system and to wait it out. I asked about re-doing the order more than once and was told not to do that because then the expected ship date would be pushed back. I was told that if we do not receive a tracking number October 22nd to contact Verizon again. So we waited.

October 22nd came and went and no tracking number. October 23rd I called Verizon and the girl I talked to apologized profusely and stated she would get them shipped out right away and that we should receive them Monday the 25th. We waited for Monday. Monday evening no tracking number or new phone. So I once again called Verizon customer service.

This time I was passed around to a few different departments there when I finally got in touch with someone who basically told me that back on October 13th when I had the original issue whomever I talked to should have re-done the order at that point because of the unexplained issue with Verizon charging my card. So basically at that point they had to cancel my October 1st order. At that point the new phones I wanted wouldn't be available until December (the 13s were in stock but the 13 pro was backordered until December) I asked if I could just get the regular 13s now and the pro later and they said no it all had to be sent together. So we went down the list of available 13s and I ended up with the 13 pro max, more money than I wanted to spend but I figured at least this whole mess will finally be over.

I finally received the phones on October 28th. I activated my 13 pro max and it would not activate. I spent six hours (started out on the chat but then I called in) trying to get my phone to activate and work. My daughter was flying home alone from Hawaii the next day and I needed to have my phone working so it was very critical I had it resolved. The next day (the 29th) I got on another chat and asked them to check all the ID numbers associated with the phone. I had asked the person I talked to the night before to do the same but they said it wouldn't make a difference. Sure enough the ID for the phone did not match the one I was sent. They updated it and the phone worked.

I was able to activate the two other phones with little issue. The first week of November I was going to send the phones in. I did not receive any trade in paperwork/envelope/boxes. I called again and the person I talked to apologized and said they were sending me out the stuff needed to send in the old phones. A few days later I received one box. One. So I called and asked if I was to send in all three phones in the one box (I had never upgraded multiple phones in the past, I always had done them one at a time). This caused confusion both over the phone and over chat. I had someone tell me via chat to send them in one envelope, and someone over the phone tell me to send them in separately.

I asked if there was anybody higher up I could possibly talk to. With everything that had happened up until this point I just wanted to make sure I was getting what I was originally promised and that there would be no more confusion or issues. I was able to talk to someone at the Verizon executive offices named Gabriel. He told me to go ahead and send in the one phone that I had the trade in box and envelope for and he would get the other two sent out to me right away. I voiced my concerns over the original order being cancelled and that the phones were originally "traded in" on promotional credits that were now expired. I was assured that there were notes on my account to reference my original order that was placed on October 1st for the trade in credits.

Back on October 1st when I placed my initial order I was promised the iPhone 11 was worth $800 in promotional credits, the 11 Pro was worth $1,000 in promotional credits. The third phone was the iPhone SE which was worth $500. When I spoke with someone for the order (I placed it over the phone originally because I wanted to make sure it was done right) the person I talked to asked me if I still had the s9. I told them I did. He said send that one in instead as its worth $800 on the promotional credit. I told him the screen was cracked on it and the phone was in poor shape. He asked me if the battery was still good and would power on if charged. I told him yes. I even plugged it in and verified. So he told me he would process the s9 as the third trade in as it was worth more money than the SE. I again voiced my concern about the condition of the phone and was once again assured that as long as it powered on I would receive the $800 credit.

Gabriel confirmed this when I spoke with him regarding how to send in my other trades. He told me they would give me the $800 credit for the s9. That was the phone I had the return box and envelope for. He also scheduled a call back to me when the first phone was received to assure me it was processed correctly.

He never called me back.

I know all three phones were received by Verizon. I checked the tracking numbers to make sure, because with the way everything else went I figured at least one would be lost in transit.

I should note that when I sent the phones in I printed off copies of my original October 1st order and wrote on each one please reference my account notes and my original order number when processing my trades. I was told by several people, including Gabriel, that there were some extra forms that needed to be completed because the trade in credits were tied to an order that was cancelled.

We received an email last night from Verizon that stated out trade in credits were coming. I logged in this morning and saw that I was only given $550 for my 11, $550 for my 11 pro, and the s9 didn't even show up. I contacted Verizon via chat this morning and was told I needed to call in and talk to the trade in team. I am currently on conference calls all day and hopefully they will end early enough that I can get a call in today to try and get this resolved.

This has been a two month ordeal. This whole thing started because we noticed not even being able to go to simple websites like Craigslist on our less than two year old phones even in town next to cell towers with full LTE bars. I was told that the unlimited loyalty plan we were on was subject to being throttled back after a ridiculously low amount of usage and that if we wanted to be able to actually use the phones we pay a lot of money for each month we needed to upgrade our plan
(which we did on October 1st when we processed the original trade in order).

I am working with them at the moment to hopefully resolve my issues for good this time...

Absolutely, please do help me get this resolved.

As vzw_customer_support, do you have access to my email or my Verizon phone number?

Please do get in touch with me, or give me a way to contact you.

vzw_customer_support

MillerCW4, we want to make sure you receive a resolution for your promotion concern. We are here for your support. We have sent you a Private Message. Can you please respond to that message? Thank you. -Sylvia

Hello I have the same issue, I have chatted, called contacted Verizon several ways. I shipped my trade, promised a $450 trade credit towards my new device, this all took place March 2021. Still no credit, at this point I regret moving to Verizon. I switched simply for better customer service but this is ridiculous

Same issue for me. Second time this has happened. I traded in my iPhone 11 Pro and my wife’s iPhone 11pro for the same $1,000 promotional credit on the same day. Both phones went to UPS on the exact same day. My wife’s account got the discount and mine still hasn’t shown up 3 months later! So frustrating because this exact thing happened 2 years ago when I got the iPhone 11 pros, so I was already skeptical that they were going to get it right. Low and behold I’m basically paying full price for my new iPhone 13 pro max! Chatting with people to get it addressed takes hours out of my day, then it’s never resolved.

vzw_customer_support

The trade in program is a great way to save money on a new phone, Pnw1. We are terribly sorry to hear that your experience has been less than what we expected, and has yet to be resolved. We are sending you a private note, so we can address this matter. -George

I have same problem. Traded-in a phone, no credit. Store said, "Oh, it'll be on the next bill." No dice.

Verizon, how can I get help with this?

I shipped S9. Online it shows they received S5 and trade-in value reduced from $650 to zero.

This is extremely frustrating. Over the last 2-3 years none of my trade-in experience has been smooth. Every single time I have to call support few times, spend few hours over phone to get the problem corrected.

Exact same situation with me. I also had to restart order three times so they could delay the order (conveniently decreasing the trade in value) and received three separate trade in boxes to confuse things further...each of which had different trade in values. Still no credit. Wasting so much time. Verizon used to be reliable. They will lose another 20 year customer. What a shame.

vzw_customer_support

Hello snave123! We'd hate to lose your preference, and we'd love to help you resolve this situation. Please allow us to turn this experience around. Reply to our private note to better assist you. ~Aaron

I'm having the same exact issue.

I sent my phone back when I upgraded to the iPhone 13 and Verizon offered to pay off the remaining $500 some odd dollars of my previous phone agreement. There is 0 mention of my trade-in anywhere on my account. I sent a chat message and someone named Eden from the Messaging Team began talking down to me, saying that I must have initiated a trade-in and that I am responsible for knowing this trade-in submission ID.

The only thing I did was prepare my phone and put it in the envelope that verizon provided. This is HORRIBLE customer service, complete negligence, and now I have an extra $500 sitting as a pending charge on my future bill.

I will escalate this as far as possible until it is resolved. Unbelievable.

vzw_customer_support

We want you to get the full value for your trade-in, avaskeith! I'm sorry to learn about what happened, and I'm here to help you. Because I would need to gather additional information from you, I will also send you a Private Note, and we can go from there.

-Jordan

Great way to end the conversation with an unhappy customer. Glad Eden was pleased with themselves and otherwise unbothered. Is this the face of Verizon's customer service?

vzw_customer_support

We have sent you a Private message here on this platform.-Dolores

I'm going through this very same issue right now. Infuriating and honestly criminal.

You say you want the issue resolved but this is just handling. This isn't my post but I am going through the same thing these others are and I have chatted and spoken several times to Verizon only to be told different things every time. One time that they have my trade in but the website and system just hasn't reflected that yet. Another time that I should receive the credit shortly. And then today I was told that they don't have my trade in and they have to escalate the case to the wear house for investigation. I have been a customer for years but tonight I'm trying to figure out how I can cut my losses and go to another company. If I knew a lawyer I would proceed with a case. This is robbery. I no longer have my iphone which was only a year old and worth something and I'm being duped into paying full price for an iphone I didn't need. All because I trusted the deal to upgrade for the 5G. This kind of customer service is horrific and unacceptable.

vzw_customer_support

We never want you feeling this way. Let's turn this around. A private message is being sent now to assist you further.-Sean

These are scaring me to death! I sent in two phones in the same envelope (I only received one so logically thought I was supposed to send both of the phones in one envelope). On my order screen, one has been assessed and qualifies but the other one says that I haven’t even shipped it! They are in the same envelope! If anything when they pulled up the trade in, they should have seen there was a second one and matched up the IMEI numbers. I have the receipt from the carrier that it was delivered and have been on customer service three times. Twice I’ve been told they have it but then I was told that they do not have the second one. We are a new customer so if this is how this is going to be, we might just cut our losses and go somewhere else. If they lost my other thousand dollar phone, I will be filing a police report. There is no reason that one phone should have been taken out of that envelope and the other not and matched up. I need it fixed like right now.

vzw_customer_support

We want to ensure you receive the assistance you need. We have sent you a private note. If still needing assistance, please respond to that note and complete the verification process.

-Ebony

Why do you always ask for more information from these abused customers when you have access to all the information you need to resolve these problems?

Why don't you just take responsibility for your broken system and your untrained staff like any other responsible company would do?

I have the same baffling problem!

Verizon sent me an email saying that my account would be charged back for a trade-in not received AFTER they had sent me an email declaring that they received and evaluated the trade-in for the expected cash value.

They just did this AGAIN to me for a second traded-in phone even though the Submission ID clearly shows that their records indicate that both phones were received and credited at the expected trade-in value.

Verizon considers me to be a 'loyal' customer. That may change very soon.

vzw_customer_support

@notzoHappynow ,

We're sorry to hear that you're having so much trouble with your trade-in. If you had sent in the phone already, then have you been checking the trade status using your submission ID? This link will let you see that: https://www.verizon.com/od/trade-in/checkStatus#/ . You also mention that an internal ticket had already been filed to work on your trade issue, so there would not be anything further needed other than to allow that ticket to be completed. -Russell

The submission ID shows no phone mailed, that's the problem. No tracking listed. And I have fedex tracking showing it was delivered on Dec. 14th. But it's Verizon's word against mine except for the fact that Fedex delivered it. THIS IS THE ISSUE! What can I do about this?! The phone was possibly stolen at the wearhouse? PS I was supposed to hear two days ago about the case and I still have had no word. This really is bad customer service I'm sorry.

vzw_customer_support

THECRAWDADDY, it is never the goal to make you feel this way. Please accept my biggest apology in this matter. It would be best that we review the account for the status of your trade-ins. I have sent you a private message. Please be sure to respond to it.

-Natasha

I completely understand and I’m overly aggravated and disappointed in the lack of respect that Verizon has for its customers. I don’t understand why they have a program geared to swindling their own customers. I sent my phone in to them a month ago and haven’t received nothing but an email stating they didn’t receive my device. However UPS records show that they did. When I called they told me to wait on an email that never came. Judging by all the negative post on this forum I have no hope in ever receiving the funds for my device. At this point I would just like them to return my phone and I will be switching companies to someone that values my customers service and not try to swindle me. I’m aggravated and frustrated and I’m tired of being on hold with customer service agents only for the problem to not be resolved.

vzw_customer_support

The last thing we want is for you to feel this way. We value each and every customer and always want to ensure the trade in process runs smoothly. We've sent you a Private Message to further assist you with your concern. ~Christian

I am also having this issue

Sent in two phones for trade in. Received an e-mail stating that only one of them was received and that a credit would be applied. Neither line on the account has had a credit applied. Contacted support after 3 hours of trying to figure out how to contact a human and then waiting on hold. They said it would be fixed in the next 1-2 billing cycles and it has not. I am a returning customer who held an account with Verizon for 12 years. I left because my bill increased every month without fail and I could never get support in a timely manner. Unfortunately I don't have a choice in carrier in my area as Verizon is the only one with adequate coverage. Please help

vzw_customer_support

Let's take a look at your acocunt for more details regarding your trade in concern. Use the link below to be authenticated.

-Corey

vzw_customer_support

By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:http://spr.ly/6004zGf46

-Corey

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