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Impossible to Cancel Trade-In

On 9/25/21, I ordered the new iPhone 13 Pro. I thought it would be a good time to get a new phone, since I was getting married on 10/10/21. I knew the phone would have a great camera to capture memories. However, when I realized that my phone would not arrive before the wedding, I canceled the order. I didn't want my brand new $1000 phone to be sitting on my front porch for a week while we were on our honeymoon.

I canceled the order on 10/2/21 with the intention of re-ordering the same phone with the same trade-in promotion so that it would be delivered after we returned. But for some reason the trade-in associated with the order was not canceled. Since then, I have been dealing with a nightmare of customer service calls and chats, trying to resolve.

The issue with the uncanceled trade-in is this: when I am trying to place a new order that has a trade-in option, I am not able to select my phone (because it is associated with the trade-in that didn't cancel properly). I've called several times to the trade-in department, been on hold for many hours (and sometimes even hung up on), and even received ticket ID on 10/5/21 that apparently means nothing. This ticket supposedly expedited my request to cancel the trade-in to HQ and should have been resolved in 3-5 business days. However, it is now 11/5/21 and it is still active. I have also tried the chat function several times with no avail.

At this point, I can no longer utilize the promotion to get the iPhone I wanted. I am very upset about this, knowing that I will have to continue with my sub-par iPhone XR for at least another year. In addition to this, no one can seem to cancel the trade-in, so I will likely deal with this issue in the future. I'm seriously contemplating getting a new line with AT&T and carrying my phone over there, but I'm afraid that since I have initiated a trade-in at Verizon that I would somehow run into issues with this too, with a possible carrier-lock situation.

I'm just not sure what to do at this point. I can't seem to get in touch with anyone that can help me. Any positive thoughts would be appreciated.

Sincerely,

mdbpitchick

Comments

vzw_customer_support

We understand the importance of getting the issue resolved as soon as possible. To cancel your Trade-In Submission, please check the link below under the Troubleshooting section.

https://www.verizon.com/support/trade-in-program-faqs/#/support/contact-us/

~Maria Elena

mdbpitchick

I've actually made this post before and someone tried to help me over messenger but the link to chat with them didn't work. Now they're not answering my private messages so I thought I'd try to create another post, but you didn't even try to really help me.

Calling does not help, I've gotten as far as getting a trade-in employee to "expedite my request to HQ" and even gave me a ticket ID number, but that was never resolved (the ticket ID was given to me over a month ago and was supposed to have been resolved in 3-5 business days).

Every time I call, I have to sit on hold for 20-30 minutes before I even get to a person, and then they're not helpful. I don't have time to keep calling.

Any real help would be appreciated. Thanks.

vzw_customer_support

mdbpitchick, please send us a Private Note, so I can help you here with your trade-in concerns. *Bee

mdbpitchick

Bee, I'm still waiting for someone to respond to my private message from 11/1/21. Do I need to send a new one?

THAiLU71

We should bring this out more to public, so everyone is aware of these lies

THAiLU71

The funny thing is that they don’t allow us to use the word “ “ lol

vzw_customer_support

We assure you our intention is to help you in the best way we can. It is vital that you send us a Private Message, this way we can access your account and provide you with accurate information, THAiLU71. We do not ask for personal information or provide personal information in public, THAiLU71. Does this make sense? ~Rachel

mdbpitchick

Hi Rachel,

I am the OP (not THAiLU71), and from what I understand, Sean has escalated my issue to a higher division of IT that has not been reached yet on this issue. I do not know who THAiLU71 is, but I'm assuming they are having issues of their own. I suggest you find their original post and attempt to help them there.

Thanks,

mdbpitchick

EC_VZW

Hello mdbpitchick

We apologize for the issue you have been dealing with. I understand how frustrating it must have been. The issue has now been resolved and the Trade-in has been removed from you phone. Your device should no longer have a trade-in associated, so you can proceed to use the phone as you desire. Again, we appreciate your patience and value you as a customer.

Verizon23cpp

I have the same issue, it’s been a 3 1/2 month nightmare! I bought an iPhone 13 Pro in October. The phone was stolen in transit Verizon cancelled the order, but the trade-in wasn’t cancelled. So here so am 3 1/2 months later and Instill can’t buy a phone because the system says I am eligible for an upgrade, but when si get to the screen to validate my trade-in I get a message that I al not eligible for a trade-in because my phone was previously submitted for a trade-in. I have spent at least 30 hours on chat and phone calls with Verizon. NO ONE will fix the error. After 20 years as a Verizon customers, I have been treated like sh*t. 3 1/2 months of wasted tome, and stuck with my old iPhone 7 Plus

vzw_customer_support

We know it's important to be able to do a trade-in. We are here to help. Have you spoken with our trade-in department? *Rebecca

dmzac

I have had the same problems: I returned their defective CPO phone, they received it and have not issued my refund and also have not canceled my trade in so I cannot order anything else because it says this trade in is associated with a previous purchase. Verizon has said it was canceled but untrue. TIME TO CHANGE COMPANIES. THIS IS TERRIBLE SERVICE!!!’

bgstone40

This just happened to me as well. Stolen delivery (that never received a signature as was required) and Verizon cancelled order and installment payment agreement, but the trade in device submission ID remains linked to an order that was never delivered, never activated and was cancelled. I have been on the phone with the "trade in team" twice for an hour each time. I have a support case that has no less than 100 messages. I also spoke with the porting and activation team - all of whom assured me that they would take care of cancelling upgrade submission ID that was linked to stolen order. I get the runaround every time - all promising me to wait 24 hours, 3 days, 5 days.... I has been 10 days and still nothing. It's like Verizon sets its customers up for failure and just thinks we will stop contacting them. Customer service is just concerned with closing a case whether it is actually resolved or not. I keep reopening the case and the cycle starts again. Do better Verizon.

Smarty2017

It is 2 years later and it's honestly disgusting someone is having this same issue. I've been a loyal Verizon customer for a while now. I've been given the same run around and no one is able to help. I need a new phone and it's infuriating no one at Verizon seems to actually care about my issue.

vzw_customer_support

We'd love to help you with your trade-in. We'll send you a Private Note so we can help.

~Jesse

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