In April of 2022 I accidently destroyed my iPhone 7+ and needed a new phone. I had just received a promotional email from Verizon for a new iPhone 13 Pro Max which included a trade in of my current phone working or not. Great deal. I called Verizon and made the deal. The rep told me all was good, including the trade in and charged my credit card.
When I received the email receipt for the transaction there was no mention of a trade in. I mistakenly believed the trade in info would come separately. Nope! The rep also led me to believe that the connector on the iPhone itself was different and I needed a new charger so I bought that, too. After waiting for the trade in I called Verizon again. The rep verified the deal on the trade in and sent me a return label, No problem, right?
I dropped the phone off at a UPS store and thought all was good. Nope! My payment remained $20 too much. I checked my tracking number and found that the phone had been delivered. I called Verizon and the rep verified that they had the phone and I would have to wait one or two billing cycles for the change. Nope!
I called in again. The rep verified again and I was told that my payment was adjusted and all was good. Nope! She adjusted one payment and it went up again. I called again. All fixed. Nope. Now they can't verify that they received the phone, too long ago.
The last time I called the rep called UPS and now my tracking number shows only that the label was created, I double checked that and that's what it says, NOW.
From call to call there is apparently no record carried over of my calls and whatever one rep says doesn't matter. My last call was dropped and I received an email that I was mistaken and I never shipped them the phone and I'm basically out of luck, thanks for being a Verizon customer. That's going to change!
The ever changing reality of dealing with Verizon support and the hours wasted work very nicely for Verizon. Just adds to their bottom line. Yep!
