Trade In Issue Unresolved

[kel767]

Back in Sept I ordered a new iphone 13 during the "Get iPhone 13 on us" promotion and picked it up curbside. No return box was provided for my iphone XS trade in. I had to call Verizon and request a trade-in box. I shipped it back via the provided UPS box and label and have my drop off receipt from the UPS store. On 10/8 it was received at Verizon. To date I have still not received the credit for the device and Verizon is charging me monthly device payments.  This is crazy since I have traded in 2 other devices on our account since then have received credit for them already.

  I have called Verizon at least 20 times to try to resolve the issue. They confirmed multiple times that they received the package it was being processed, yet still no credits. In November their story changed - now they say the package was empty. I then sent them my drop off receipt showing the package weighed 10.4 oz per UPS. So either UPS stole the contents or their receiving dept is stealing phones.

  Each time I call they say they have issued a credit request and say a supervisor will call me back in the next few days with a status update. NO ONE EVER CALLS BACK though. I then have to call and wait on hold for an hour just to get anyone to answer the phone. Each time I am told the last request was closed because they didn't receive the phone. And then I have to start the entire process over again. I have provided proof of delivery, drop off receipts, tracking numbers, order IDs so many times. I've asked for this to be escalated. I've asked for supervisors. Today I have already been on with Verizon for  OVER TWO HOURS - and still no resolution. 

[vzw_customer_support]

Hello kel767 and thank you for contacting us today. We appreciate your feedback and we're here to assist you further with your concern. I have sent you a private message regarding this matter. Please reply there to continue.-Candice

[cherim61]

Absolute disaster with the trade in process. Ordered two iPhone 13 Pros with two trade-ins, promo is $650 each. They sent one trade in box so we had to order a second. We sent each trade in phone, each in perfect condition, in separate boxes, provided by Verizon and using the Verizon labels. Verizon shows that one was "shipped" but not received and that the other has not been shipped. Before the 30 days was up they deleted the second Trade in so it does not show up on our account, only when we call, and it says we still need to ship. I have spent hours and hours on the phone, on chat, via  the report an issue portal, and no resolution. We have all of the original order numbers, with the trade in values and IMEI's of the trade in phones, we have the submission ID's for the trade ins and we have the tracking showing that Verizon received both boxes/phones. We go in circles and cannot reach anyone. My daughters ordered new phones because of the promo and now we are receiving NOTHING. It is the most frustrating situation I have been through. Hours on hold only to be disconnect after a couple hours. Online support that "can't help" and the robo support that just keeps saying "we need more information". Wow. I am so over this. They clearly have some major internal issues and they are taking them out on loyal customers.

[vzw_customer_support]

getting new phones should be an exciting experience. We are sorry that yours has been anything less than this. Please know that we do want to get to the bottom of this to ensure that the devices are received and you get what you expect. As we do consider your security a top priority, if this is your cell number, please remove it from the message and select a different user ID. Do you happen to have the Submission ID's for these trades? -LorenB_VZW 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!!

[vzw_customer_support]

These details help a great deal. In taking a look at these submissions, I show that the packages just arrived at the warehouse yesterday. Please know that it des take 3-5 business days for the phones to be checked in after their arrival. At which time, the promotions would be in place for the trades. Have you received something telling you otherwise? For example, alerts telling you to submit the devices? Those are automated messages and would be received until the phones have been checked in. LorenB_VZW   -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!!_

[cherim61]

Thank you LorenB_VZW. Yes, I am getting messages and my account shows that nothing has happened and that one trade in does not exist. I will wait to hear more. I was very concerned that the tracking label for the box we had to order might be the issue and also that on some screens in our account it looks like Verizon combined the order and the Trade ins. In each box I put all of the cooresponding paperwork related to each phone -- order #, submission ID, $650 credit offer, IMEI, etc. so I am hoping a human looks it over and sees that everything matches and that the phone in each box has the IMEI related to each Trade In. I was just very concerned because I could not reach anyone all month and had to finally ship the phones in the hopes that it would work out. Thank you for your help. You are the first to respond with a logical answer.! Also, sorry but the "Correct Answer Button" is not showing up for me. I also have not been able to get my phone number off the posts. 
Thanks again.

[user_2419]

Sounds right. Verizon does not care. Support is incapable. Website never works.

You'll spend hours, days trying to accomplish even the simplest of tasks.


Good luck switching to TMobile. 🙂

[Ann154]

 wrote:

Thank you LorenB_VZW. {snip} Also, sorry but the "Correct Answer Button" is not showing up for me. I also have not been able to get my phone number off the posts
Thanks again.

---

To help you understand how this public forum works. Everything posted on the public forum is viewable by the entire world whether or not they are registered for posting on the forum. Personal information should not be posted on the public forum. This includes phone numbers, submission ID numbers, and tracking numbers. See the ToS I linked below. 

As for the correct answer button. Only the original poster or the administration has the ability to select which post is marked as the answer. Since you are not the original poster you can't see "correct answer" button. 

https://community.verizon.com/t5/Community-Announcements/Verizon-Wireless-Terms-of-Service/m-p/11624...

[vzw_customer_support]

We appreciate your reply, and for allowing us to try again. I would like to access your account and continue, so I will also be sending you a Private Note. Thank you!

-Jordan

[kel767]

Sadly this issue is still not resolved. After my original post I was contacted by rep who really seemed like they would resolve the issue. They reviewed the case and determined that the phone was obviously either stolen from the box in transit or in their receiving warehouse. I was told they were going to issue an $800 credit to my account. I even received a confirmation email that a credit was requested but required 'approval' due to the amount. The email stated I would receive an update within 48 hours. It's now been a month and still NO update and NO credit. They continue to charge me monthly installments for a phone that was returned.

I'm not at all impressed with their trade in process or their resolution process. At this point I'd be better off switching carriers.

[guitargain]

I too am suffering a similar issue.  Traded in two iPhone 11 several months ago.  Was supposed to get the credits that would cancel out the device charge each month.  Crazy thing is, one of them worked as advertised and I can see the device charge and I can see the credit for the same amount.  2nd line was given a trade in amount for 300 ish and credited to my bill the second month, called and spoke to customer service and they have opened a case and haven't heard anything back.  The two phones were exactly the same and in exactly the same condition.  I don't understand why this has to be so complicated and then take so long to get it resolved.  I have only been with Verizon for about 3 months after switching from AT&T after almost 20 years.  I haven't been overly impressed with customer service so far.

[vzw_customer_support]

We want you to have all the promotional credits that you deserve, guitargain. All trade-ins are processed separately and you can find details about the credit amount and promotional eligibility for each trade-in if you check the trade-in status at this link (https://www.verizon.com/od/trade-in/checkStatus#/). Do you see an explanation of the differential in credits when you check at the above link? -Antonio

[guitargain]

It's not finding my email address.  I have talked to customer service and they are allegedly working on it.  I would really like to get this resolved because if I had known before hand this was going to happen then I wouldn't have switched.  

[JMP15]

I have a very similar issue & it is been extremely frustrating trying to deal with Verizon's customer service. 

New phone was purchased & received middle of December. Shipped my trade in phone a few days after.

I STILL, 3+ weeks later, have NOT even received a confirmation email from verizon or submission ID email stating that my package had been received or even shipped.

I have my receipt confirmation from USPS that it was shipped. 

But Verizon is claiming they haven't seen anything yet.

Please advise on how to handle! Been waiting for days trying to communicate with the customer service reps. 

[vzw_customer_support]

You mention that you contacted our customer service team and this issue is being worked on, guitargain. Please be assured that the issue will be resolved as soon as possible. -Antonio

[cherim61]

kel767's issue is very concerning as we also had to request a return box and now Verizon is saying they did not even receive a notification that it was shipped, even though we have proof they received it. And to tell a customer the box was empty!?!?!? Wow, I am getting less and less hopeful that our situation will be resolved since it has taken this person 4 months and still nothing, the same hours and hours spent on the phone and no help. This is absolutely unacceptable. 

[knappshan]

I am stuck in a similar loop. Trade in received, screen says "account credit". Verizon says I can only get monthly credit if I owe on the phone. I bought it from Google and paid for it, I do not owe. How can they keep my money?

[terns]

I have the same issue.  I sent in an iPhone XR ($800 credit) that was received by Verizon on Jan 27.  I contacted them in March.  I was told they did receive it and I need to give them 1-2 billing cycles.  It is now May 4th and I still have not received my credit.

I would not have upgraded this line if I knew Verizon would not hold up their end of the deal.  This is a predatory sales technique from Verizon.  

I wonder how many people just let it go and never get their credit.  They just automatically pay the monthly bill and assume Verizon has some integrity.

[vzw_customer_support]

We always want you to get the full benefit of your trade in and promotion. I'm sorry to learn about what happened, and I'm here to help! Because we would need to gain access to your account, please send us a Private Note, and we can go from there. Thank you!

-Jordan

[blyvoor]

Switched 3 lines to Verizon and tried to take advantage of $700 trade in offer for new phones. Swapped 2 x iPhone XRs for 2 iPhone 13 Pros - no issue, received $700 promo on each. Third phone was an iPhone X which my husband traded in for an iPhone 13. Difference being, the new phone was not in stock, so the transaction was processed separately from the first two. Back at home I noticed that the paperwork mentioned a $95 trade-in value, instead of $700 promo. Was assured by call center that it would all be worked out within 2-3 billing cycles. New phone arrived a few days later, mailed old phone in and received an email that "we received a different phone from what we were expecting" and trade in had been revised from $95 to $105, which I got as a credit on my next bill.  Umpteen phone calls, visits to the store, and still no resolution. The last agent I tried explaining it to implied that we had traded in a different handset, or that it was damaged (in fact it was the only one of the three that did NOT have a cracked screen) - all besides the point, trade in was supposed to be $700, not the "true" value.  I have spent hours trying to get this resolved, to no avail.

[Anna26]

On 9/10/22 - I finally decided to upgrade 3 lines after multiple offers from Verizon for the IPhone 14 upgrade. I called support and was told I don't need to change my unlimited plan (which turned out be so not true later to get the full trade-in promo value of $800). 10/27/22 - After 5 calls to get the trade-in corrected - only one line is now fixed. Plan had to be updated to 5 G Play more. I am still waiting for the other 2 lines to be fixed. I have been a loyal customer for 18 years and do not deserve to be treated this way. Verizon has been very deceiving in its practice and  felt one last time I will stick with them. Each time I call a rep will time me it is being taken care of , I will be patient and spend over one hour online - this is getting ridiculous. Is there anyone who actually did not have any issue with a trade-in offer? Still waiting for promo credit $800 from Verizon for my two lines. I am just tired of these games. My last trade in was 4 years ago and I had to get the attention of the Verizon Regional Mgr attention - why does this keep happening over and over again.