Apply Trade In Credit or Return My Device Please

[DisappointedCustomer2023]

I switched to Verizon through a trade-in credit promotion for the iPhone 15 Pro ($1000 credit) and mailed in my iPhone 11 Pro which qualified for it.  Verizon Support has multiple times confirmed that they've received the device and UPS tracking shows that they have.  I've received emails saying that Verizon has my device.  Unfortunately, Verizon keeps removing the promotional credit from my account.

It's been 6 months and I still have not received any credit... I have the confirmation emails, shipment tracking, and multiple agents confirming that they've received the device.  I have the records of the IMEI numbers matching my old phone's serial number and Verizon Support saying that the credit should be restored.  the support agents confirm everything and restore the credit but then it gets removed again after a month.

At this point, I'd like my trade-in credit restored permanently or my phone mailed back so I can at least get some credit at the Apple store.

- New & disappointed customer.

[vzw_customer_support · Accepted solution]

@DisappointedCustomer2023  wrote: I switched to Verizon through a trade-in credit promotion for the iPhone 15 Pro ($1000 credit) and mailed in my iPhone 11 Pro which qualified for it. 

We understand how important it is to receive your anticipated trade in offer and we are concerned to read that this has been an ongoing issue. Please be on the lookout for a Private Message from us so that we can investigate your account further. 

-Andi

[DisappointedCustomer2023]

I just want to say Andi + John from the social media team were so helpful and resolved this very quickly once I got them all the necessary information!

[vzw_customer_support]

Thanks for the update, we're glad to hear that everything was taken care of for you. Have a great day!

-Lauren