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
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
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.
mdbpitchick, please send us a Private Note, so I can help you here with your trade-in concerns. *Bee
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?
We want this resolved ASAP and have sent you another Private Message to get this resolved. Thank you for your patience.-Sean
This is Sean just checking in with out Follow Up today. Our ticket that was filed showed that the Trade-In has been removed. However, it can take some time for that to appear on the website end of things. Unfortunately we do not have an exact timeline, but it definitely should not take very long. What happens now when you attempt to completet the Trade-In?-Sean
It still shows that my trade in has been initiated, and when I try to complete the order, my device does not show as one available to trade in.
What was the resolution on this?? I cant read the entire 5 page thread as it appears to be. Lol
I’m in the same boat. But worse, I was even told that if I cancel, it should take an hour and I should be able to open a new order and take advantage of the same promotion.
now it shows that my device is 0$ paid with 2 more years to “pay it off” before I’n eligible for a tradein.
a bit of a backstory, I cancelled a trade in order an hour after I placed the order in after the store I picked to get the phone from “cannot process the order until 3 days”. I was told it will take an hour for them to do it, not 3 days.
What a nightmare. Smh
How long ago did you cancel your order?
*Harley
Sean, please help me. I here’s my issue I posted earlier. Last Friday 1/21/22 I was on a live chat with Verizon Support for 11 hours, literally 11 hours and no one could figure out how to cancel the trade-in preventing me from getting a new phone with a trade-in. Additionally that same day Verizon Customer Support sent me to Internet Order Support as they could Not fix the issue. I was on the phone with Internet Order Support for 2 hours, they gave up said I had to file an ITTS ticket. I found our today the ITTS ticket was closed without resolution, one of many closed like this. On 1/22 I was on chat and phone with support for 4 hours. Today an additional hour on the phone. That is. Or counting the 20+ hours on the phone with a Verizon since the issue arose in October 2021! I am so frustrated that I literally burst I to tears on Saturday and today when talking to Verizon Support
my post from earlier: “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”.
We know it's important to get this taken care of. We are here to help. Please send us a Private Note so we can do so. *Rebecca
I too have had this issue- bought a phone for store pick up, they cancelled since they didn’t have the phone, and now my current phone is stuck as a trade in and I cannot buy a new phone because the system will not allow me to trade in my phone as it believes it already being traded in.
I’ve placed multiple calls over the past 3 months now! I keep being told it will be fixed. It hasn’t. In 3 friggin months! I’ve been a customer for over 20 years. You clearly want me to switch to AT&T.
cjoneslegal, this has definitely done on for far too long. Please send us a Private Note so we can see what exactly has been going on and get this taken care of for once and for all.
*Ellisandra
Thank you. I clicked the link and chat with someone who indicated they did an escalated IT request to remove my phone as a trade in. If it does not work I will be sure to contact you one last time.
cjoneslegal, certainly reach out if you have any further questions or concerns! We are available on this platform 24/7. Thank you for being part of our Verizon Family!
*Joshua
I have also reopened that ticket that was completed to find out more about the timeline of when it should be working since the device was already removed from the Trade-In list on our end and to see if anything else can or needs to be done. We are just waiting for that reply as well. It is likely that it may just need a little more time to appear correctly on our Trade-In site since the ticket was just completed yesterday a little less than 24 hours ago.-Sean
Thank you for all your patience.-Sean
After reopening the previous ticket, our IT team has informed me that they have removed this device again. Please notify us if this issue still occurs. Thank you.-Sean
I still am not able to select my device to trade-in on a new order. It still shows my previous trade-in as active.
Let's take a closer look into this with you, please send us a Private Note. *Gen
Start a new topic or ask questions in the open forum.
