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VERIZON LOST MY TRADE IN

I purchased a new iPhone back in Nov 2023 and returned my trade-in (for credit) using the UPS label Verizon provided. UPS tracking shows the the trade-in as delivered on Nov 21, 2023. It's over two months later (Jan 28, 2024) and Verizion has charged my account for the $300+ trade-in value and are claiming the phone hasn't arrived at the warehouse yet.

I've spoken to several agents over the past few weeks and was assured each time that the problem was resolved and the charge will be removed. Nothing has changed. Each time the problem gets punted with no action and I've had to reach out over and over. They've suggested that I reach out to UPS and file I claim. Even though that should be their responsibility (because I used the label they provided), I've filed a claim. I've heard nothing.

After reading through the forum, I've seen that this has been a common problem. I'm currently talking with an agent and they're asking all the same questions I've already answered in previous correspondence. I'd like a clear path to a solution with 10 days. If needed, I'm willing to take this to small claim court.

If anyone on this forum has any experience solving the same issue, please let me know.

Thanks.

Comments

Verizon_Support

Hello, being on top of your account is crucial, especially if you are encountering trade in issues. Our goal is to offer the support you need.

We sent you a Private Message, Please review at your earliest convenience.

~Gilbert

twozerotwo

UPDATE: gilbert reaches out to me for info to resolve my issue. i provide it and after a couple correspondence w/ gilbert, a rep named ivone reaches out to me, asking for the same info. i tell her i'd like to talk to gilbert rather than start the process over and she tells me that i may have to interact w/ more than one rep and suggests i try the chat or call if i want to interact w/ one rep. my original post explains that i've tried those channels (several times) already, so clearly my op isn't being read. i then start the process over w/ ivone and am sent a link to authenticate my account so she can view it. the link doesn't work, which i tell them. next, a rep named joe replies telling me to try the chat.

after several weeks of dealing w/ verizon customer service, zero progress made, a lot of time wasted and frustration, and a bill w/ a $300 charge on it that i don't owe.

twozerotwo

UPDATE 2: I reached an agent last week who assured my the problem was taken care of and the $333.28 will be auto-adjusted on my next bill. I received my new bill today and to no surprise I'm still being being billed the $333.28, so NOTHING HAS BEEN RESOLVED. What a customer service nightmare.

ljmssb

I purchased new phone on Nov 2023. I trade-in old phone(Samsung Galaxy Z3 Fold) about $800 - $1000 value. Not reflexed my bill and they said they did not have trade -in my old phone. they lost. Please advise. Customer service said they cannot do anything.

Verizon_Support

Let's turn your day around ljmssb. You are here with us now to review the trade-in status and options. We want you to receive all eligible discounts with Verizon. Please reply to the private message that will follwo to dig ito the account specific details.

-Deb

Verizon_Support

We are standing by to help. please reply to our private message.-Joe

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