Hello
On Feb 11, we upgraded my wife's phone to Iphone 17. The agent at the store said that we qualified for trade-in credit and the new phone would not cost us anything. We showed him the old phone and all he asked of us was to logon to our account and he started the wipe process. He gave us the new phone and we walked out of the store and the agent kept our old IPHONE11 phone.
I started getting emails from verizon that our trade-in had been initiated but still waiting to be assessed. Went down to the store and the sales guys has no recollection of keeping the old phone. Escalated the issue to a manager, then a senior manager. They told me that the iphone 7 was NOT n in their possession. I told them it was an iphone 11. They researched and found that their records showed that we had an iphone 7. I reminded them that in late 2023 we reported the phone LOST and they issued me a new Iphone 11 as a replacement (this was the phone that I returned). They proceeded to tell me that the IPHONE7 that we lost in 2023 was still active and needed to be removed from IPHONE cloud. Unless we can remove this phone from FIND my PHONE, there wasn't much they can do…… HOW is that my issue now?!
