I have been dealing with your customer service/support since September. I traded in an S20+5G for an S22 Ultra. I was supposed to get an $800.00 credit for it. The phone was shipped to the return center well within the required time frame. Somewhere in the process, the phone model was switched to an S21. The return was not processed and I received an email stating I would not get the credit because I did not comply with the term. I have the confirmation from UPS that the phone was delivered to the Fort Worth return center. My first attempt to correct this was using the chat feature. I was told to rest assured that I would receive the full credit. It did not happen. The second time I called and the representative processed the credit and told me I would have the credit in ten days. That did not happen either. Friday morning the 28th I attempted again and was told I had to go through the entire process again. I refused. That afternoon I contacted them using the chat feature and was basically told I was a liar, that I had failed to return my phone. Rusty told me that was the same answer I would get if I talked to one of the supervisors. He stated that if I insisted in wasting my time, it could be one to two hours before a supervisor could get to my issue. another message was sent stating they were a floor supervisor. I requested a phone call and they stated they understood and would be with me shortly. after a while, I made a comment about the time frame and they stated they would be with me momentarily. Around 7:30 pm, the chat was ended on their side and a new representative was being assigned. The new representative started with tell me how I can assist you. I stated I needed to speak to a manager before 8:00 pm. I never received a call and I signed off at 8:01. This morning I called and started the process all over again. I was finally able to get them to agree that they did in fact have my phone. I ended up with Travis who assured me he could put the trade in credit on my account. I advised him that I no longer wanted that credit as that would obligate me to be a Verizon customer until the phone was paid off. I wanted my phone back, I would return their phone, and would be switching to T Mobile. Travis stated that there was no way to return my phone after I sent it to them. I was informed I could either take the credit or pay off my phone and switch carriers. It was my decision. I have been a customer with Verizon for way to many years and have never been treated this way. During our calls, I kept getting cut off on their side. I was told it was because of a storm at their location. I finally gave up and filed a complaint with the Attorney General in Missouri. I stopped by the T Mobile store this afternoon to get the process started. I guess I will be paying off my phones and switching service.
