Contacting support by email for order trade-in issues

[khen8]

I've had an issue with a trade-in made on 11/28 and it seems like chat support is very busy (slow to respond) and has a hard time understanding my request or perhaps not empowered to fix my issue, so I thought I would try email support so I can type up my issue with detail and attachments (receipts, chat screenshots, etc) all in one place so someone can look at the issue and reply with options or solutions, however it seems like my "email" from the support portal is just routed to a chat agent.

 I have 2 young kids so its hard to stay by my phone or computer waiting for the chat agent (and I keep getting signed out of the website so chats get closed and I have to start over) or be on the phone for an indeterminate amount of time. 

I'm submitting a support request while signed into my account, they're asking for my name implying they can't see anything on my account. Am I doing something wrong?

[vzw_customer_support · Accepted solution]

khen8, we're here for you and we want to ensure you are getting the right promotion for the trade in. Rest assured we are here to help! Let me send you a private message to continue providing you with support. 

-Art

[vzw_customer_support]

Thank you for reaching out with your trade in support request. So we can take a look at what is going on, we'll be sending a Private Message. 

-Melissa

[khen8]

So I thought this was resolved as someone reached out to me to correct my bill back on 12-28. All was good after about 48 hours, I saw the credits reflected correctly on my bill. Now in the feburary bill I get a message that my trade-in was not received so my trade-in credit for one of my two lines was cancelled. Verizon, you have one more chance to fix this or I'm switching to another carrier. 

[vzw_customer_support · Accepted solution]

khen8, we're here for you and we want to ensure you are getting the right promotion for the trade in. Rest assured we are here to help! Let me send you a private message to continue providing you with support. 

-Art

[khen8 · Accepted solution]

Thank you Art, Will and team. It looks like this is resolved -- I hope there are no reversals on the trade-in credit going forward. 

🙂 

Thanks team.