Verizon Trade in Issue

[davidgrumbach2]

I have been involved in a 6 Month nightmare with Verizon.  We traded in our 10S phones to get the 14 pro and were supposed to receive promo credit of 22.22 for each phone toward our bill.  They applied it for the first moth and then removed it because they claimed they did not receive our trade in.  After we proved they did receive them, and after they sent texts confirming receipt of the trade in phones verbally on several occasions they still refuse to add the credit back to our bill.  I have to call EVERY month (sometimes several times a moth) to have them apply the credit manually.  this takes my personal time and has added unnecessary stress because of something that never should have happened.   They falsely claimed that they did not receive the phones, are in breach of contract because they have not applied the promo credit after it was proven they are in possession of the phones, and continue to over charge me each month.   EVERY time I call I am assured that the issue has been resolved, and EVERY time I have been disappointed.  Verizon is either unwilling or unable to resolve this issue to date.  I have been told that customer service representatives would  follow up with calls...They have not.  I requested to speak to a supervisor and was told someone would call me...They did not.  I called to be transferred to the legal department and the call dropped so I received a text saying someone would call me back.  no one has called.  I don't know what else to do to resolve the problem outside of getting outside legal advise.  At this point I no longer want to do business with Verizon.  I want them to give me the remaining value of our trade in devices, take their phones and move to another provider.  I have lost all trust and confidence in the company.

[vzw_customer_support]

Davidgrumbach2, I'm saddened to hear that you had to take the time to reach out to us more than once. I know I would like to have had the financial discount issue addressed once and for all. 

I would like to look closer into this for you. I will need for you to reach out to us first follow and send us a private message. Please click http://on.fb.me/KdwH96

-Roni

[davidgrumbach2]

I clicked on the link and it just brought me to a Facebook page with directions about sending message...Not a message widow at you address.  So the link was not helpful.

[vzw_customer_support]

Sorry for any confusion. Rather than a Private Message, please send us a Private Note through this platform, where we can further assist.

*Anna

[CrazyBeautiful3L]

I’m currently dealing with the same issue!!! I returned my phone in April 2022 and they “claimed” they never received it.  They STOLE $500 from my bank account and I just found out they’ve been charging me an extra $25 a month instead of giving me the trade-in credit.  I keep getting the run around. And it’s ridiculous! 

[vzw_customer_support]

CrazyBeautiful3L,

Ensuring that you get your correct promotion is crucial. We are here to help and are sending a Private Note.

-Colin

[help38]

I am going through the same exact issue with Verizon. All the way back to October 2022,

How can a company so big not be able to fix an issue like this.

[help38]

I have been involved in a 6 Month nightmare with Verizon.  We traded in our 10S phones to get the 14 pro and were supposed to receive promo credit of 22.22 for each phone toward our bill.  They applied it for the first moth and then removed it because they claimed they did not receive our trade in.  After we proved they did receive them, and after they sent texts confirming receipt of the trade in phones verbally on several occasions they still refuse to add the credit back to our bill.  I have to call EVERY month (sometimes several times a moth) to have them apply the credit manually.  this takes my personal time and has added unnecessary stress because of something that never should have happened.   They falsely claimed that they did not receive the phones, are in breach of contract because they have not applied the promo credit after it was proven they are in possession of the phones, and continue to over charge me each month.   EVERY time I call I am assured that the issue has been resolved, and EVERY time I have been disappointed.  Verizon is either unwilling or unable to resolve this issue to date.  I have been told that customer service representatives would  follow up with calls...They have not.  I requested to speak to a supervisor and was told someone would call me...They did not.  I called to be transferred to the legal department and the call dropped so I received a text saying someone would call me back.  no one has called.  I don't know what else to do to resolve the problem outside of getting outside legal advise.  At this point I no longer want to do business with Verizon.  I want them to give me the remaining value of our trade in devices, take their phones and move to another provider.  I have lost all trust and confidence in the company.

[vzw_customer_support]

Oh, wow! We are stunned to read about your recent Verizon experience. We know the importance of managing your account, especially when you are missing promotional credits. Verizon is here to help. We sent a Private Note. Please review at your best convenience.

~Gilbert

[KalindiChan011219741]

the verizon store provided me with only a box sayin i was to get the label from your website. well the page that would give such a label is seriously bugged and will not load. I'm noticing from many, many other complaints on the web you simply don't do the trade ins and apologize over and over again. how do i get this label your stores gave me a box. dealing with this company has already been a nightmare and ive only had the new phone for 5 days. i want an answer and a label or im going to the store by end of day and giving you back your junk and not giving you a dime.

[vzw_customer_support]

KalindiChan011219741 We're sorry to read that you have not been able to get a label to return your device. We're here to help. We will be sending a private message. ~Peter

[dococ23]

I'm going through the same thing right now, this is ridiculous!! Verizon's customer service is horrible!

[EHFarm]

I am having the same issue.  Says it shipped but shows no details on where it’s at now they say they’re taking away my promotional credit.  plus their service is getting worse and worse where I live and the price is going up

[vzw_customer_support]

EHFarm, I don't want you to miss out on your promotion, and we're here to help make sure you're getting your trade-in issue resolved. Please expect a Private Message shortly.

~Jesse

[mytradeindidntwork]

I am right there with you. Great to see it has been two plus years since this issue was brought to their attention and it still happens. 185 billion dollar company but they cant fix it when their reps mess up $800 trade ins. They put it all on the customer to constantly reach out for status and resolution. Make it make sense.

[mytradeindidntwork]

Amazing. My chat session with support was just ended by them and theyre no longer accepting my messages. Customer service is somehow getting worse and worse by the day. It's bad enough I have to send 10 messages just to get past their AI automated responses any time I need a rep. Then reps end chat without any warning and never provide a resolution until I come back again and again.

[mytradeindidntwork]

A week later and it is still not fixed. Every time I get on a chat with Verizon, I am the one providing all of the info they should have on their end. I am digging through old bills to double check them and they do not have a clue. Riddle me this: Two phones, both S21s, traded in on the same promo for S24s, have drastically different charges for each line. One has the promo and one doesnt. They were both traded in on the same day to the same store. Makes me think a rep just pocketed one for themselves after deactivating. Tried to give a $65 credit instead of $800

[Thunder_Lightning]

I had a similar problem with a phone that I returned. It was confirmed received in the warehouse back on 8/12 but for the past two months, I’ve been billed for the phone. Like you, many calls with empty promises, manual credits, and one instance of service disconnection when an agent told me to only pay the current charges and the credit would come through on the next bill. Well they never happened. It took me threatening to complain to the FCC, and remarkably, the credit was in place within six hours, finally showing up this morning. 

I don’t  know what’s going on with Verizon infrastructure.

Time to get tough with them and start threatening whet you will do if this is not resolved.  If it is not resolved to your satisfaction, follow through with your threat and contact the FCC. Wishing you a speedy resolution. 

[Mspris1982]

I'm absolutely having the exact same issue I've been fighting with Verizon since June 2024 after I traded in my phone they received it I got confirmation they received it I spoke to somebody at Verizon and they confirmed they received it. I had to contact the Better Business Bureau to get it solved and 84 days later now that charge is back on my bill despite the fact that I have been told that my trade-in was good and in perfect condition. But yet I now have an extra $499 added to my bill that I can't afford to pay I'm sick of having this problem and I'm about ready to cancel my service because there's no guarantee that Verizon can make to me that this will not happen again. And when I did initially called to speak to somebody at Verizon they told me to basically ignore the balance that was on my account and that it would be fixed by the following month even though we all know if you do not pay all of your bill your service will be shut off by that next month. I don't see how a company can literally sit here say that their calls are being recorded and tell me don't worry about a $700 phone bill. Have you lost your mind?? 

[Inja]

I pre-ordered an iPhone 16 pro taking the $1000 trade-in  offer. They replied “this phone is a lost or stolen one.” I absolutely cannot accept this incriminating rejection. It was my husband’s Verizon phone (Samsung Galaxy Note 4) .  He even has the phone order receipt from 10 years ago. What kind of business is Verizon running? I am very upset. Is anybody else having this “trade-in” issue?

[vzw_customer_support]

Hi Inja. I am thankful you reached out here! I would be alarmed too! Do you have a tracking number to share? Let's investigate. I am sending you a Private message so we can get into the order and trade-in details.

-Deb