Lost trade in lost

[W0820]

Well this is fun... I traded in two different iPhones back in November to get an $800 credit. All I had to do was mail in my current phones and we should be good to go. Simple right?

Well in January I noticed one my devices was still showing up on the verizon site as "not received" I checked the UPS tracking and it showed it was delivered on  December 13th. I called verizon, spoke with someone who said they show it was received and credits will be applied for $800. I was assured all was well. Plus my January bill provided the expected credits.

Now yesterday (February 2nd), I receive an email saying I've been disqualified. I called verizon, and it's because they never received my phone. I explained the whole story and they are actively trying to figure it out now, but this is complete garbage.

I followed every procedure and rules they needed me to. I shipped my phones in a timely manner, packaged everything safely, and even kept all the tracking numbers, submission IDs, and order numbers, and they still can't figure it out.

I feel like my phone is basically sitting in the corner of the warehouse and now I'm stuck paying for a new phone because someone couldn't pick up the package and process it correctly.

@GD0405 You have to fix this issue, it is not my fault your company could properly receive the package and process it. I'm now stuck paying for a new phone at full price, plus you have the phone I shipped! This is non-sense, I will never recommend a verizon trade in program after this no matter what the price is. I should have gone directly through apple where they approve/deny on the spot and I don't have to deal with this.

[sf95]

Same here! My trade-in got sent to the Verizon recycling facility in Troy, MI instead of the trade-in facility in Forth Worth, TX. I'm just about ready to go to small claims court. NO ONE at Verizon is willing to help me and escalate the issue to someone who can actually do something about it. I've been dealing with their customer service since March for a trade-in that was initiated in January. I've been paying the bills hoping that I'd get it back one day. I've never met more customer service representatives that didn't know what to do and refused to figure it out. 

[vzw_customer_support]

We are experiencing increased volumes. One moment.

-Lorenzo

[vzw_customer_support]

sf95, this is never the exeprience we want you to have with our trade-in. We are here to help and I am confident we will turn this around. May I ask if you have the Submission ID for your trade-in? 

-Lorenzo

[sf95]

Hi Lorenzo @vzw_customer_support Thanks for stepping in. My submission ID is 269419228314033. Fingers crossed you can help. Everyone so far says I have to retrieve the device but it has likely been broken down at the recycling facility months ago.

[AMM7]

I am having the same issue. Would you be able to help me as well? Where would I find the submission ID?

[sf95]

@AMM7  The only way I got my submission ID was by calling VZ customer service. You might be able to go into a local corporate store and ask them for it. I ended up resolving my issue by working with my local corporate store.  If nothing else works, you can file a consumer protection complaint with your state Attorney General and get VZ executive office involved before going to arbitration.

[Esael473]

Hello Verizon,

I have, and many people, seem to have the same problem with 'lost phones' for your trade in program.  Seems a bit sketchy.  I will be contacting the NYS Attorney Generals office this week if the issue is not resolved.  I'm sure they would love to see all these 'lost' phones that never seem to make it to the Verizon facility.  This trade in program should be investigated immediately.  

[AMM7]

It’s ridiculous that so many people are having these problems with “lost” trade-ins. Toll free customer service are rude and can’t help and no help from company reps on this board. Instead, what I got was a text telling me my bill is going to be six times higher. I’m so irritated. 

[sf95]

UPDATE: I wanted to let everyone know that I was able to get this resolved by filing a complaint with my state Attorney General and it took ~3 weeks to get a call from a VZ executive to get my account credited. I hate that it took this much escalation, but the amount of time I wasted contacting VZ customer service over 3 months is way more ridiculous. 

A customer service rep on the phone said something very wise: "Anything could have happened. Your phone could have exploded in transit to the trade-in warehouse and VZ should still honor your agreement because everyone did everything right."