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Trade-in cancellation stuck in pending. IMEI not available for new trade-in order

I created an order for a new Iphone 15, which involved trading in my old Iphone 12 for $1000 in credits. The order was cancelled, which should have cancelled the trade-in submission. The trade-in submission still shows "Pending" for over a week. This is not allowing my Iphone 12's IMEI number to be used for a new trade-in order.

I have spent hours and hours and hours with Verizon representatives via chat and phone calls, but no one seems to know what to do to fix it. They've created tickets, only to close them without even resolving the issue! I keep getting told that the cancellation is complete, yet I still can't use my IMEI number for a new order.

Comments

Verizon_Support

We're sorry to read that you're having issues being able to submit your device to trade in. We'll be sending a private message to take a look. ~Peter

etabuyojr

I've replied to the private message with all the details. Is this a bot or live agent because I am not getting a response?

etabuyojr

It has been 2 weeks and I still don't have a resolution.

I've chatted with over 20 agents because I keep getting passed to the next one when they can't figure out the issue. I went into a Verizon store and they weren't able to provide any help, but they did pressure me into just buying a new phone!

EXTREMELY DISSAPPOINTED WITH THE LEVEL OF SERVICE FROM VERIZON WIRELESS!

SynthpopAddict

I don't have an answer for you, but completely sympathize with your pain. This sounds like some kind of IT issue but nobody you've been speaking with knows who to hook you up to. Or else a human cannot override whatever's in the computer.

Verizon: I have not been a customer for all that long, but there are longtime customers who have posted elsewhere in these forums that CS used to be much better than it is now. Seems like it's only been about the past 2 or 3 years that it's completely gone to heck. Is it just me, or is everything within the company all fragmented like a glass dropped off a 10-story building? While it's unreasonable for anyone to expect that a customer service rep would have all the answers to anything and everything, they should at least be able to know which resources/departments to consult and have the means to communicate with other sections of the company?

Camastra

I am also having the same issue and have been dealing with this for 3 months. Obviously it’s a big problem because it’s all over these threads. I was given an incident number INC014971845 and told it would be fixed in 24 hours. Still the same issue it’s been a week…… this is so sad that they can’t figure out a solution for this as I see people complaining about this for at least the last 3 years.

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