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Trade In Program

I have had the absolute worst experience of my life using the Verizon Trade in Program. I came back to Verizon as a return customer in October 2014 expecting to get the same great customer experience I had previously when I was a customer and boy was I wrong. I started the trade in process for my old iphone in mid October and have yet to receive my $300 gift card as promised. I received the original email stating they received my device and that was the last communication. I went online to check my status in November and it said my trade in was approved. I have now called the trade in number 4 times and spoken to a manager, submitted a complaint through their online system, and also called the main Verizon customer service line and logged a complaint. The only response I receive is they will send it out again and I just have to wait. Why not continue to wait its only been 4 months! My boyfriend who is also on my plan received his gift card after 1 month so I'm wondering what the problem is. Ridiculous. I cannot get a single person to help me. I have been in customer service for years and to get this kind of service from a company is completely offensive. This week I decided to file a complaint with the Better Business Bureau and contacted my attorney for assistance. The bottom line is I want my phone back or the gift card. I went through the program because I thought it would be quicker and easier than selling the phone myself. Big mistake. Has anyone else had this issue and if so how did you get it resolved? Any help is greatly appreciated.

Comments

JLC757

You are not alone.

Re: Verizon Trade In Program Failure

I mailed a phone in on 25 Nov and on 5 DEC received an email that they received it and nothing since. All the status checks on line and with their trade in Customer Service say they never received it.

Twice I was told all they could do was elevate my issue and I would receive an email status in 72 hours. Neither time I got a response. The last time, they told me I had to wait 2 – 6 weeks for a response to elevation of my issue.

Verizon Customer service response was to tell me there was nothing they could do and contact the trade in customer service - despite me telling them the trade in customer service has been unresponsive.

Verizon and their trade-in subcontractor keeps you powerless to do anything and continue to hold us hostage with no recourse.

Verizon_Support

kmarine,

We absolutely want to make sure you receive your gift card! That is very important! When you spoke to the trade in team, did they show that the gift card had been previously sent out? Did we confirm the correct address was in place to send the gift card to?

AndrewT_VZW

Follow us on Twitter @VZWSupport

Verizon_Support

JLC757,

I don't want you to have to wonder about the status of your trade in any longer. Although trade in requests and inquiries need to be handled by the trade in team, I want to be sure to point you in the right direction. How long ago has it been since the last communication with the Trade In Department? Do you still have the tracking information?

TamaraH_VZW

Follow us on Twitter @VZWSupport

Hazel_Eyes_4_U

I had the same problem. I took mine to the store and they gave me the gift card right there. Your best bet is to call your local store and ask them if they give the gift card right there.

JLC757

I last talked to the Trade-in 4 Feb, to a supervisor, who told me all they could do once again is escalate my issue and this time, rather than hearing back within 72 hours (which never happened the previous 4 times) I would have to wait 2 - 6 weeks longer for a response. That is on top of the 9 weeks I've already waited since I got the email saying my phone was received. The tracking number is (removed). A copy of the email I received telling me they received it is attached. Since then, both on line and in talking to the Trade in Customer Support, they tell me they have not received my phone yet.

>> Edited by Verizon Moderator to comply with the Verizon Wireless Terms of Service <<

kmarine

I am so sorry to hear that you have had a similar experience. It is so frustrating and just as you said I feel powerless. I have received a phone call from the Verizon Executive Office regarding my complaint and they said they would be in contact with me in 24-48 hours which would be Monday afternoon. I am hoping that gets me somewhere. I'll let you know what happens but if you do not receive the assistance needed from this forum that is another route to possibly pursue.

kmarine

Hello Andrew,

They did say that it had been sent out in December and since then they have resent the gift card 3 times but they say it can take up to 6 weeks each time which makes absolutely no sense since this is an email gift card. The only time I received a shorter time frame was in response to an email through the trade in website and they said I should have it in 2 days but it has been almost 3 weeks since then and I have checked my regular and junk mail daily. Each time I have spoken to a representative they have confirmed that they have the correct email address. It just doesn't make sense to me how I could receive the initial email stating they received my device but nothing since then even when it was approved. I have checked my regular and junk mail on a daily basis.

kmarine

Thanks Hazel_Eyes_4_U! I will try that next. My only concern is that I went through an independent contractor that sells Verizon phones and plans so I'm not sure if they will be able to assist me. I will try anything at this point though. I REALLY appreciate your advice!

123987

I've had an even worse experience. I sent my phone in on Sept 25 for trade in. Online they say it hasn't been received, I called back in December and was told it had been received but hadn't been processed. Called again last week, just said again they'd escalate it.

At this point I've decided to file a BBB complaint, and I suggest you all do the same. I've never had such a horrible experience with a program such as this. we are approaching FIVE MONTHS since I sent this phone in. At this point, I'm assuming it's been lost or stolen.

Hazel_Eyes_4_U

No problem.

Verizon_Support

kmarine,

This absolutley is concerning. We most definitely are here to help you get back your trade in amount as promised. Unfortunately, we don't have access to that info. So I will have to re-direct you again to the trade in team. Maybe ask them to mail you a physical gift card this time. Here is a link that provides contact info for them: http://vz.to/WIxRQ2.

ErinW_VZW

Follow us on Twitter @VZWSupport

cathyroberson3

Call the corporate office [removed]

If you cannot get anyone's attention, type "legal action" into search in verizon.com box

Go to "Arbitration and Mediation" FAQ.

See if this is the route you need to take to get your issues resolved if you cannot get anyone to help otherwise.

Personal Information removed as required by the Verizon Wireless Terms of Service

Message was edited by Verizon Moderator

ExtremelyFrustrated

I have been working on getting my e-gift card from the Verizon iPhone 6 Trade-in program for 6 1/2 months now and counting. I have spoken to numerous people and have been told by ALL that they are taking copious notes and escalating my case only to find out when I call back that no notes or history is ever entered and I have to start my story all over again!!!! When I finish I am read the same standard line again (which I am fondly referring to as standard reply #17 in the training manual) - When I ask for a case number or reference number, I am told they are not assigned case numbers - REALLY?????? When I ask for a person to talk to in the "Escalation Department" I am told there are no contact names available to them????? So the last time I asked "do you even know if there are real people sitting in the escalation department????"; the SUPERVISOR I was talking to did not like that question and chose not to answer but instead read standard reply #17 AGAIN for the 15th time during our 45 minute conversation!!!!! This has been a terrible experience and I will NEVER take part in any Verizon program again and will be looking for the quickest exit from my family policy and take my 7 devices to another carrier as soon as possible!!!!

Does anyone have advice or a trick to get the money we were promised?

logocat

I'm having the same issue. I've contacted Verizon several times inquiring about my gift card, I was told on March 29th, I would receive it in 7-10 days. After I followed up from the March 29th email letting them know I didn't receive the email gift card yet, the newest response today was 1-2 weeks.

It's been six months since I've received my confirmation of the trade-in, which in the email states 4-6 weeks. I'm really confused how an email gift card can take so long. It's an email!

Verizon_Support

We don't want you to feel tricked! I know it can be frustrating having to deal with this for so long! I appreciate your patience and your loyalty. We would miss you if you left. I am happy to look into your account with a fresh pair of eyes. I have sent you a direct message so I can look into your account.
AmberF_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

logocat

I'm not sure if your email was meant for me or someone else in the thread,

as I never wrote, "tricked" or that I would leave. Perhaps it's a canned

response to all the complaints over the iPhone 6 trade-in issues.

I am annoyed on how long it has been taking to get an email gift card,

and I am frustrated that I keep being told different times on when I would

receive it.

Anyway, I will send a screen shot of what I see on the trade-in status page

once I receive further instructions from you.

Thank you,

Lori

On Tue, Apr 14, 2015 at 11:59 AM, Verizon Wireless Customer Support <

Snn5

VZW Rep was replying toExtremelyFrustrated

AAAMRTNZ

I just read my experience with Verizon over the last 6 months..exactly! Its ridiculous how they refuse to get this fixed or quite simply take ownership of the scam they are running. How is everyone's promos and gift cards not being received?!

Miamidolphinfan1959

I would suggest going directly to a corporate verizon store and they should be able to issue your gift card at the store.

AAAMRTNZ

Where is the nearest Verizon corporate store...Im in Dallas Tx 75211

On Mon, Jul 20, 2015 at 8:09 AM, Miamidolphinfan1959 <

Snn5

http://www.verizonwireless.com/vzw/storelocator/store-list-result.jsp?allow=1&result=verizon&q=75211

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