Similar situation as you. Which as I research more and more appears to be a significant problem that Verizon has known about for years based on the number of online complaints re this circumstance and facility.
My daughters iPhone 12 256 GB phone, in the original packaging was shipped back to Texas for a $700 credit on her line in our family plan. Why shipped back versus processed in the store you may ask? Well it was, but VZ Wireless has farmed out many of its stores to contractors now, and rather than credit your phone trade immediately they give you a label and force you to send it to a processing center. In our case we had to ship it to Ft Worth TX (with their label, which only has $100 insurance as well!).
It was received by Long @ FT Worth, confirmed via UPS, the morning of June 27. Received, but never credited and processed. After a few days, I started to get nervous, as you only have 30 days to get the credit on the trade-in (which understandably required reflecting its receipt). So I started reaching out to customer service. I was finally fortunate enough (after spending many, many hours on hold or being bounced around the system) to get to speak to a couple of customer service representatives who tried to be very helpful. One was able to take the UPS information I provided and confirm (as I could see on the UPS site) that not only had the device been received but that it should be processed in 24 to 48 hours. I even received a specific email that noted it had been received from VZ customer service.
A week passed, with no change in our account. No credit, no processing at intake in Fort Worth. So I reached out again, taking hours to navigate the online system before finally getting to chat (in text form only) with a supervisor. After working to help me, she said that it had been discovered that the box UPS delivered “had nothing in it”. Funny since UPS said that little cardboard box with nothing in it weighed 2 pounds when it was shipped to you! Fascinating that wasn’t the case a week before when VZ investigated. Fascinating that no one reached out when this discrepancy was “discovered”. Fascinating that they told me to have UPS look into it and file a claim there- when UPS advised upon attempting to file a report that I was not the sender (since I had received the label from Verizon Wireless) and therefore I could not initiate an investigation. Fascinating that VZ Wireless would rather challenge a 25 year customer of Verizon with total of four lines who dutifully renews every year and makes no requests, than admit that you have a documented theft problem in Fort Worth.
I gave the representatives of Verizon the SIM of the iPhone 12 they lost and asked them to ping the phone and track it down to prove where it went. . . BUT VERIZON WIRELESS SAYS THEY DON’T HAVE THE ABILITY TO DO THAT. Fascinating, I kind of thought they did.
I am filing a police report involving grand theft and am filing complaints with both the FTC and BBB if I don’t hear from Verizon by Monday, July 10th and get our $700 credit for our phone as promised. My original internal ticket # for investigation (when they confirmed you had the phone and everything would be resolved in 24-48 hours) is *****.
25 year customer. Now contemplating working actively to make my 2000 employee company reconsider using Verizon as their wireless carrier. And we refresh 1200 phones every 2 years. Treat your customers better Verizon. Perfection is not expected, but have the decency to admit your “issue” and to resolve it. That’s all anyone asks.
