VZW owes me $900+ in Overpayments from Trade Ins Never Processed

Tde7

Hello,

I took advantage of Verizon's holiday offers last year and made device upgrades to 4 lof the 10 lines on my account.

For whatever reason I could not complete the purchase via MyVerizon or the Verizon website. It was for 4 cell phone upgrades, 1 new phone with a new line of service, 1 set of earbuds, and 1 smart watch.

I required the assistance of a representative to organize and setup the purchase on their end. They sent me the hyperlinks to make the applicable tax payments and upfront purchases as required, and I assumed they were processing my order according to the promotions offered as I requested.

1. Line 1: I took advantage of Verizon's "A Gift for You, A Gift to Give On Us" promo. See attached pic of applicable promo screenshot. I applied to trade in my Samsung Galaxy S21 Ultra for a Google Pixel 7 as my free device, and Pixel Watch as my free gift.

To date, I have had 12 payments auto drafted from my bank account of $19.44/mo for this device as the trade-in was never properly credited to my account.

Verizon owes me $233.28 thus far.

2. line 2: Another trade in using "A Gift for You, A Gift to Give On Us" promo. I applied to trade in my Samsung Galaxy FE for the Google Pixel 7 Pro as my free device, and the Samsung Galaxy Buds 2 Pro as my free gift.

To date, I have had 12 payments auto drafted from my bank account of $24.99/mo for this device as the trade-in was never properly credited to my account.

Verizon owes me $299.98 thus far.

Additionally, the terms of the promo required me to purchase the Buds 2 Pro in full, and Verizon would send the refund via gift card in approximately 8 weeks. I paid $172.49 + taxes/fees that has also never been refunded.

3. Using a promo for Apple devices, I traded in two Apple iPhone 11 Pros for two iPhone 13s (lines #3 and 4). Only the trade-in for line 4 was properly applied.

I have had 12 payments auto drafted from my bank account of $22.22/mo for line 3 as the trade-in was never properly credited to my account.

Verizon owes me $264 thus far.

4. I have contacted Verizon at least twice about this next issue. I added a Watch line only two years ago for a 4G-enabled Samsung Galaxy Watch. Due to some strange complication I couldn't get it properly linked to my cellular phone, so I had to contact Verizon customer support. They could not fix the issue either, and said the solution was to "temporarily" open ANOTHER Watch line, close/cancel the original one, and put the Watch on the new line. That corrected the issue.

However the agent didn't cancel the original Watch line. I contacted Verizon again several months later when I decided to switch from the Galaxy Watch to the Pixel Watch (as described in #1 above). It was then that I noticed I was still paying for two Watch lines and again asked that the nonoperational one be removed. Here we are a year later, and I am STILL PAYING for both Watch lines. I want it removed.

To date, Verizon currently owes me $969.75 in overpayment refunds. This does not include the year and a half of paying for a Watch line for a watch that no longer exists.

I was like these refunds sent ASAP. They were promised in 1-2 billing cycles -- 10 billing cycles ago. The 4 cellular phones I traded-in to Verizon were fully compliant with the terms of the promotion, correctly reset, had Find My Device/iPhone disabled, were fully functional, and were definitely received by Verizon. I can prove it.

I was sent 1 trade-in box and multiple padded envelopes, so all 4 trade-in devices - Samsung Galaxy S21 Ultra, Samsung Galaxy FE Ultra, iPhone 11 Pro, iPhone 11 Pro - went into the one box, each in their individual padded envelopes. Since 1 of the 4 device promos have been applied to my account, it means ALL the devices had to have been received by Verizon.

Additionally, I recorded over 30 minutes of video where I painstakingly show the condition, IMEI, reset, and packing of each device into the box, and photos of me handing it off to the UPS shipping clerk.

I am more than happy to supply Verizon with a Google Photos cloud link as evidence I did my part. it's past time for Verizon to do theirs without further delay.

 

Tde7

Oh and before someone asks: I got emails in January that my trade in was received, that it had been processed, etc so I thought everything was fine.

I know the credits take 1-2 billing cycles and the gift card for the earbuds up to 8 weeks, so I forgot about it. Plus my Verizon bill is set to auto draft, set it and forget it. And my mother who lives in another state got extremely ill and required a hospital stay, surgery, and a transplant in Feb-March so babysitting Verizon was not even the last thing on my mind.