Still no trade in credits it’s been 2months and 2bills

Received new Iphone16pro max 9/20, brought my trade in phone to VZ corporate store 9/21 and had it verified that day. This is all reflected on my orders. Says I’m to receive $830 over 36mos with credits within 1-2 cycles.

Still nothing, I’ve tried chat twice, both times they said ‘hold on while they check’ then never came back and disconnected. Chat doesn’t work and is a waste. Tried to call in and the person couldn’t understand why I have not received my credits and said hopefully next bill it will be fixed and I’ll see additional credits for previous months.
Is the system so bad to not be able to fix this?

25yr VZ customer with 4 lines disappointed.

Accepted answers

mitpdub

I’ve been through your secure message and now hundreds of texts where your reps say my credit “is coming” on the next bill and that they’ve submitted a correction. I’ve also called and spoke to live people. NONE OF YOU HAVE RESOLVED THE CREDIT FOR THE PHONE RECEIVED AND VERIFIED ON SEPTEMBER 21 despite promising its in the system

It’s been past 3 bills now and this is unacceptable considering you say you value me as a longstanding 25yr + customer.

Im printing all of my texts and information from my chats, my purchase and trade in contract and I’m going to a corporate store to speak to a real person and ask them to resolve this.

All comments

Verizon_Support

We are sorry to read that you've been having issues with receiving your promotion mitpdub. Can you tell us when did you receive a confirmation that your device was received?

~Freddy

mitpdub

Hi I brought it into the local Verizon corporate store and it was assessed on 9/21. See the screenshot from my account, I also asked for a hard copy.

Verizon_Support

Thank you for those additional details, I apologize as the screenshot does not reflect on our end currently. Did you receive a submission ID? If so, what does the status show here? https://www.verizon.com/sales/digital/tradeinstatus.html

-Melissa

mitpdub

Hi Melissa

i did get a submission ID. Is it ok to post that information here ? That link goes to my trades in and the verification date

mitpdub

Order Number and submission id hidden for now

Verizon_Support

We're here to help with your concern. We will be sending a private message. ~Peter

mitpdub

Is there someone that can get to the bottom of this ? Seems like all the chat help can’t resolve fixing this. I don’t want to go into a corporate unless they’re the key to fixing this.

Verizon_Support

We don't want you to miss out on your trade-in promo. Those promotions can take a few months to show up, but by your third bill, it should be there. If you go into your My Verizon app and take a look at the Next Bill Summary, do you see that credit?

~Jesse

mitpdub

It’s been almost 3 months now and no credit. The device was brought into a Verizon corporate store and assessed 9/21.

mitpdub

Well another bill has posted and I’m still not receiving the credit on the iPhone 14pro max I submitted, assessed, and confirmed on September 21.
Why is Verizon not able to honor the terms on the trade in that you had me sign ? I’ve tried this forum, called twice speaking to associates, tried your text service with now hundreds of texts. All assured me to wait and it would be fixed. So far it just looks like you took back my good perfectly working IPhone14pro max and gave me nothing for it but the receipt.