iPhone Trade-in

[kylerichert]

Hello, 

I am having an issue with my wife getting credited for her iPhone Trade-in. Verizon claims that she never returned her iPhone 11 trade-in even though we have a UPS confirmation saying that the device was delivered in good order. The customer service rep says the issue is, "You used the shipping label for the wrong phone and therefore we have no way of confirming that we received your device." Excuse me, but that's ridiciulous. What does Verizon do when they receive a phone that doesn't match the shipping label? Do you just take the device without solving the issue? I'm not in the business of sending Verizon free phones. This is theft as far as I'm concerned. 

[vzw_customer_support]

kylerichert,

Getting the proper trade-in promotion is vital, and I'm sorry there has been trouble in the process. Let's work together and make sure the details of this are squared away and the promotion can be rectified. To begin, every trade-in completed will have a submission ID, and it's delivered via email after completion of the trade.

What happens when you check on the status here (http://spr.ly/6601zcr45)? 

-Ryan

[kylerichert]

The status says, "trade initiated." It sayings it's not showing as shipped. However, this makes sense as they claim she didn't use the shipping label coded to her iPhone 11.  

[vzw_customer_support]

kylerichert,

I appreciate the added info. I would like to take a closer look at this for you. I'll be sending you a private note within this forum. Please respond within the private chat and we can proceed. 

-Ryan