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Trade in credit lies

Back in November my husband and I both got new phones by trading in our old phones that were paid off already. It has been going on 4 months with a handful of broken promises after countless chats, phone calls and trips to the local store. After being a loyal customer for going on 20 years I have about had enough unless this gets resolved.

The first issue was they attached my husband's old phone credit to my phone line and then refused to give me credit for my old phone. I ended up keeping my old phone so the issue should have been resolved at that point. I then got sent a deal saying I could trade in a different device towards a new smart watch which would fully cover the cost of the watch over 36 months.

So overall we had two paid off devices that were boxed up separately with their respective labels and sent in for trade . Each of them showed as arriving and being accepted for the full trade amount so we thought we were good to go.

Wrong! They applied the device traded for the watch towards my cell phone and then magically the other trade just disappeared as if it didn’t exist . I have screenshots of everything so deleting it from my account isn’t going to just make it go away.

I have now been told on three different occasions it has been corrected and I will see it on my next bill. When that doesn’t happen I have been told their review department will reach out within 7 days and it never happens.

I am not only out the $860 credit, but the phone that we paid cash for and I’m paying each month for a device I wouldn’t have bought if it wasn’t for the credit . I don’t want to make threats, but this is my last resort to get this resolved before moving to more serious measures .

Do the right thing Verizon! @verizon

Comments

Verizon_Support

AmeliaF29, we're so sorry to hear about the issues you've experienced with your trades. We definitely want to make sure that the devices you traded in are accounted for and reflecting accurately on your account. To best assist, we'll be sending a Private Message.

~Izzy

AmeliaF29

Thanks. I will go check now.

MaddieKat

I am having issues with 2 phones on a trade in and each time I speak with someone I get told different things and still no resolution. I get promised callbacks and never got one. I am ready to dump Verizon. The customer service is the absolute worst!

Verizon_Support

We know how important it is to manage your account, and make sure you are able to clear up this situation with your trades. Could you provide us with additional details of the issue you are having?

~Freddy

AmeliaF29

I responded to your message, but no one has reached out since.

AmeliaF29

Hello, I am still waiting for follow up on this. I just keep being told it will be taken care of without any answers to my questions on how and when it will happen.

Verizon_Support

Hello, AmeliaF29. Help is here as you deserve some answers. I have sent you a Private Message so that we can check on the account and gather more info on the trade-in.

-Natasha

Verizon_Support

We just wanted to check-in with you to see if you still needed help with this issue. We’re standing by to assist, so please let us know.

-Deb

shannon88ss

I am experiencing the same thing with lies after trading in my old device. I was in Clovis, CA and went to a Verizon store to get advice if my phone could be fixed. I was informed of a promotion that would get me an iPhone 15 completely free for trading in my old device (I was told all I would have to pay was the setup fee and taxes, which I paid that day). Because I could not get logged into my iCloud, I asked if I could hold on to my old phone just in case everything didn’t transfer over. I was told all I had to do when returning back to TX would be to either request a return label or go into any Verizon store and turn in my phone.

Today I was visiting the Verizon store in Cedar Hill, TX and was informed I still owe $400+, which would be divided into 36 month payments. I told the representative that the lady that helped me in CA told me I didn’t owe anything and assured me that the only change to my bill would be the insurance I added. After I told him everything I was told by the representative in CA he told me that some Verizon stores are operated by a 3rd party and don’t always operate to the standard of corporate doors. I even asked him if he could tell me if the store I went to was a corporate store or not and he told me that he had no way of looking up that information (which sounds hard to believe). He mentioned that he only knows the 3rd party stores in his area. He also told me that the only way to identify a corporate store would be to go into the store and ask them if they are a corporate store (how would anyone even know to ask that, as he even told me that you wouldn’t know the answer just walking into a store, but that you would have to ask).

I was never given any information at any point until I brought in my old phone that I would now be making payments for the next 36 months, even though the representative in CA confirmed with me that I would have no added monthly fee for the new phone.

It’s not right at all to lie and use deceitful practices. I’ve been a Verizon customer for over 10 years and this is absolutely unacceptable tactics. I really hope this can all be resolved for what I was originally told.

Verizon_Support

shannon88ss, let's make sure you're getting the right trade-in promotion, and get you the best deal possible. We always want to be truthful when making a sale, and we're here to help. Please look for a Private Message so we can better help you.

~Jesse

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