Billing issue
Mikef315
Newbie

I did a trade-in for two of our phones on June 2023. After seven months  I am still waiting for the $1,000 per phone credit,  This is after calling seven times and being reassured the phones were received and not put into the system. I’ve been told the case is being escalated and should be fixed on my next bill. Also was told I would receive a call back on the matter. No calls!!  I have wasted hours dealing with this. I tried to reach their corporate office today, but kept getting sent to the customer service folks. 

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Re: Billing issue
vzw_customer_support
Customer Service Rep

Hello, Mikef315. My apologies to hear of your experience as we want to see you get your promotion. Help is here. I'm sure you have given a lot of info but we will be reviewing this with a fresh set of eyes. May I ask, do you have the trade-in submission ID and the tracking number? 

-Natasha

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Re: Billing issue
Mikef315
Newbie

Here is the information: 

Tracking number, this was for both phones

1Z5Y879806

 
Submission numbers

266319597220860

204396683465282

Conversation number:

Conversation ID925546b6-f19c-4411-b236-777cb88dd8b4

here is the information you have requested plus the conversation number. I’m not accepting anything less than the credit that is due to me. You should understand where I am coming from.  To have to spend my time on this is beyond acceptable. I’ve spent hours on this!!  I am beyond frustrated. As a long time Verizon customer, this is horrible service. 

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Re: Billing issue
vzw_customer_support
Customer Service Rep

Thanks for that information. We will need to access your account to review additional details related to your trade-in. So we can best assist, we will be reaching out via Private Message.

-Lauren

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Re: Billing issue
Mikef315
Newbie

How is the private message coming? Text or email?

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Re: Billing issue
Kh-Phil
Moderator
Moderator

Hi Mikef315,

Private messages are sent via this community platform and can be accessed by clicking/tapping on the envelope icon at the top right of any Community Page. When a new message arrives, a number will appear on the envelope.

verizon-PM-envelope.png 
Regards,
Verizon Moderation Team

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