I placed an order for 3 new phones (for new lines transferred from AT&T) with an online rep before Christmas but I didn’t receive any shipping labels nor QR codes. So I am having problem to complete the trade in. Called customer service and they told me to just go to the branch and they could help. The branch rep said he couldn’t find the trade in orders and refused to take in my phones. I called customer service again and the rep told me that there is no way for them to recreate to trade in orders so I am kinda stuck. After spending 20+ hours on this issue, I got fed up and asked to talk to a retention rep. the retention rep said that he saw the trade in credits are showing up on my estimated bill and used that as evidence that my trade in has already completed and asked me not to worry about it. I don’t trust what he said because I read online that those credits are just provisional and will be removed once Verizon realized that the trade in phones haven’t been turned in.
What choice do I have? I am seriously considering just returning all the phones and head back to AT&T. I have 5 more days to get the trade in done so Verizon reps please help if you can. Thanks
