I traded in my iPhone 13 for an iPhone 15 with their $1000 trade in promo last month. I picked up the new phone and a few days later received the trade in materials and shipping label. I packaged it up, took a photo of the box, and sent it in. A week goes by and I noticed that my trade in status on my Verizon account showed that my trade in phone had not yet. I tracked the package and it said it was delivered and received by a rep named LONG on June 25 at 9:40 AM so I called customer service to see what was going on. It tuns out that the tracking number on my account did not match the tracking number that I received with the shipping materials. I gave the rep the tracking number I had and when she looked it up, she confirmed it was received and will add a note on my account to reflect this error. She assured me all was ok and that the system should be updated with this information.
Another week or so goes by and I get a text message saying that my trade in phone has not been received and that I would lose my trade in credit if I don’t do this within 10 days, so I decided to go to Verizon store to speak to someone in person to see if they could help resolve this issue. I told the store rep my situation, he looked up my account and said the system showed my trade in hasn’t been shipped, and did see a tracking number on my account that was different to the one Verizon mailed me. I showed him the photo of the shipping box with label that Verizon mailed me (yup, thankfully I have a photo of it before it went out) along with the tracking number, he looks it up on the UPS site and confirmed it was delivered, but was sitting on the dock. He said once someone from the warehouse takes the box and assesses the phone, the system will be updated. He told me to wait a few days and if my account status is still the same, call customer service. He said he couldn’t update my account with the correct tracking number, but if I called customer service, they would be able to do it. I thought it was strange that he would suggest this because if this was possible, why didn’t they do this when I first called? When I asked him about that, he said it’s probably because it’s not possible since everything is now automated - not very helpful. Apparently this was the first time he’s heard of any trade in issues so he said he couldn’t help any further and I would need to call customer service.
My husband then calls customer service and spoke to a lovely rep. He gave her all of the details, she confirmed the phone was received after tracking it, that she wasn’t able to update my account with the correct tracking number, and gave him the same solution/response - wait another few days for the system to get updated. But then, magically, she found some information that my phone was in fact received and assessed without any issues. When he asked her how she was able to see this information and why it wasn’t reflected on my account, her response…wait a few days until the system gets updated and ignore the text messages (yes, I get them every day). So if this is true, what the store rep said and what the current phone rep is saying, someone from the warehouse has actually taken my phone and assessed it, recorded the assessment in the system, so therefore, my account should be updated. Am I right? So what’s really going on here? It’s been a few days now, my account still shows that I haven’t sent the trade in phone, and I’m still getting those pesky text messages warning me that I will lose my trade in credit.
I’ve read similar trade in issues on this forum and other forums and I’m pretty confident that I headed into the same situation of having to call every month to get a resolution. Verizon knows the issue, it’s supposedly noted on my account, and my phone apparently has been received and assessed, your system shows this somewhere, but since no human from Verizon can actually update the system manually to reflect this, how and when will your system get the information for my account to be updated?
