Long overdue...
On 12/8/21 I placed an order to buy a new iphone 13 and trade in my iphone 11. Verizon was offering $800 credit for an iphone 11. There were numerous issues with the delivery of my new phone. I was not going to trade in my old phone yet until I received my new phone. The new phone was marked delivered but it was delivered to the wrong address. Verizon and UPS were unwilling to help. As a result the initial 30 day window expired for the trade in. Eventually I ended up getting my phone as an honest neighbor who was on vacation and then confined with COVID dropped off my new phone past the 30 day trade in window.
At this point I had not yet activated my new phone as I wanted to make sure that everything was going to work out with the trade in of my old phone before I activated my new phone. I reached out to Verizon numerous times and on one particular occasion, a Saturday morning I believe, likely 10/8/22, I spoke with a manager C. He told me that yes it was past the 30 day window, but since I was still within the 24 month period of payments, that if I sent in my iphone 11, he would honor the trade-in request for the $800 credit and apply it to my account immediately. He told me that my account would be fully notated and that I would be credited as soon as the phone was received. I immediately sent in my old phone and activated my new phone. C told me he would give me a call a week later to check in and ensure everything was taken care of. This phone call never happened. Fast forward over 20 instances in trying to resolve this via phone, chat, etc. tens of twenties of hours of my time, I'm being told there are no notes on the account and I am out of luck.
If Verizon were to check their records they could see that I mailed back my iphone 11 immediately after that conversation with Verizon agent C. They could also see that my phone was received by Verizon. I have not been credited back the $800. If I was NOT told by Chris that the trade-in would have been honored, I never would have mailed in my iphone 11. That is proof right there as who in their mind would just blindly mail in a phone to a company for free unless they were directed by the employee to do so. I even used the original Verizon issued packaging and all and used the submission ID provided.
I mailed the phone on 10/12/22 the phone was received on 10/18/22 at 10:31 am.
Anyone encountered something like this before and gotten it resolved? The only reason I upgraded my phone was for the $800 credit and if I was NOT going to have gotten the credit, I sure as heck would not have mailed my phone back for $0. I could have gifted it to a family member or even traded it in for my spouse to get a new phone.
