trade-in problem

[JLB7]

I have been dealing with a trade-in problem since January 2023. I returned the iPhone for trade-in credit in December of 2022. I returned the phone nearly as soon as I received the  trade-in box from Verizon because I didn't want to put the promotional credit in danger. Verizon representatives have a record of this, and I have been told that I should receive $22 back on each bill. 

Early on, I called about not receiving an update about the return even though Verizon had a record of receipt of the phone and I had a UPS tracking number proving the phone was received. Since February, I have been on chats because of time wasted on the phone.

I have been told every month that I would receive this credit. Some months I have been on chat two times.  Once, I was credited about $125 because of the problem; however, my bill has not changed to reflect the credit since although I was promised it would.

On July 5, 2023, I was last on a chat, and I requested an email as evidence from Verizon  stating how often I have been on chat dealing with this only to have nothing done about my problem. In that email I was told that the promotional credit would be added to my account on July 17. I was told that I needed to have faith in Verizon. Well, of course, nothing has been changed on my account despite another promise and email evidence.

Verizon has my returned iPhone, and they refuse to correct this problem. I am now keeping track of all of the hours I have spent dealing with this.

I am now on a chat again. I just explained the problem to one person. I got no response after typing out the issue. Now, another person has jumped on asking me what my problem is. I then asked what was going on.  

Why is this so difficult to correct? How can any company treat someone like this? 

[JLB7]

Now, on chat, I am being told that Verizon - again - apologizes. I am told that I will receive a credit for this month, and of course, the problem will be dealt with. 

Remember, that on July 5, 2023, I was told that once and for all, this problem would be corrected on July 17, 2023.

[JLB7]

Despite having been told that the problem would be corrected on July 17, 2023, I have just been told that this will now take another one to two billing cycles.

Remember that is eight cycles since the return of the phone in December 2022.  My August cycle shows no change.

[vzw_customer_support]

Thank you for bringing this to our attention. We would like to help as soon as possible. I'll be sending you a Private Note. Please reply to it, so we can get started. 

~Maria

[vzw_customer_support]

Hello JLB7. We wanted to check back with you to see if you still needed assistance. If so, please let us know. We would love to continue to help. 

~Ivone

[vzw_customer_support · Accepted solution]

I would also share your concern about missing out on a promotion, JLB7, especially if there was confirmation that my trade-in device had been received. We definitely want to take a closer look into this. Please be on the lookout for a private note from us so that we can best assist.

-Joseph

[JLB7]

Well, Verizon has all of these records. To best assist, correct the bill.

[JLB7]

I was just helped by a representative. I believe the problem has been resolved. I believe I should have come here first.

I appreciate the help I was given today!