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Can't speak to an agent because Verizon misapplied my trade in and I've been assured twice now this would be fixed

I handed two trade in phones in person at a Verizon store. They were not applied to my account correctly. Twice now I have been assured the issue was resolved and that credits for my overpayment were applied to my account. This is not the case and now my phones have been wrongfully disconnected. I cannot chat with an agent or call anyone. Please help, I need my phone for work and am so tired of this. At this point I'm considering terminating my relationship with Verizon.

Comments

Verizon_Support

We're sorry to hear that your lines have been disconnected, kasama. I know I would be upset when trying to get some help for a trade-in dispute when the devices I traded in were not applied as I had expected them to be. We're here to help. Can you tell us more about this disconnection? Have you been able to make a payment at all, minus the disputed amount?

-Joseph

kasama

No,the amount I'm being asked to pay is 4x my normal bill, I cannot afford that and I was told this would be taken care of last month and that credits would be applied to my account. This is not acceptable.

Verizon_Support

I'm sorry to hear you are having these issues Kasama. We are here to help. What id you trae in? What promotion was misapplied?-Joe

kasama

I traded in two iphone 11's when I got my kids new phones. I did everything on my end correctly. The guy at the store did not apply one of them to my account, making it so that I am being expected to pay for the new phone. I have physically been into the store once and was told it would be handled. Then in the first week of January 2024, I paid the heightened bill in order to talk to someone in customer service who was wonderful, told me it would be resolved and that credits would be applied to my account for multiple overpayments. Now, just three weeks later my bill is over 800 dollars and my phone was shut off.

Verizon_Support

I'm sorry to hear this has continued. Let's review the account together. Please reply to our private message. -Joe

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