My recent trade in of a S10 to a S24 went well until it was time to send the old phone back. It had been replaced and just as I was mailing it out, I noticed the IMEI on the paperwork was different than the phone. This was due to the phone being fixed by the Asurion Insurance.
I called customer support on 11-15 and spoke for over a hour and fifty minutes. I was assured it would be resolved and that I should NOT yet send back the S10 I have and to wait 10 days to receive a new trade in shipping instruction. I was told I would not be charged for the S24 as it was Verizon's issue.
I have not received the new shipping, and Verizon is now charging me on my bill a monthly installment for this phone that was supposed to be no charge with the trade.
I tried using another thread that had a phone number to the trade in department, but it only took me to normal support. No one seems to be able to fix this. I'm about done with this, need to take my 18 years to another company...
I'm sorry to hear there has been so much complication with trying to process your trade in. Please proceed with trading in the device you have either through the current trade in kit or at a corporate Verizon store. vzw.com/stores
-Melissa
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