In September 2023, I came in to the store to upgrade my current iPhone 12 that was in perfectly good condition to an iPhone 15 and it was also on iPhone release day. Cody sold me the phone and let me know that I could trade in any iPhone and get $1000 off of the brand new iPhone 15.
We transferred over my data from my old phone and when I left, he assured me that the team would trade in my iPhone 12 on my behalf and it would come through on my billing statement in about two cycles.
After two cycles, I noticed that my bill was still extremely high and I was still paying for the device so I reached out to Verizon customer service.
After countless hours of working with the reps with no luck, and frankly really bad customer service, I decided to start calling the physical location where I bought the phone to see if they could help, I got in touch with Cody who is the district manager of that store and who sold me the phone and he’s been working on it ever since.
It’s been extremely time-consuming and frustrating considering it’s now June 2023 and I still have never received a correct bill from Verizon and I’m a new customer.
Finally in December 2023 the store associate told me that they found my phone in the back room and they had a change of management and the store associate forgot to ever trade in my phone and that was where the issue lied.
Supposedly Verizon has a three month trade-in window, but I was assured that my phone would be traded in on my behalf, so I had no visibility into this.
I have been assured numerous times my issue had been fixed but it still continues to show up incorrectly and I still am being charged for a brand new iPhone without the upgrade credit even though my IPhone 12 was traded in.
I need to be reimbursed for all of the bills where I paid for the device (and my time spent on this issue), plus my future bills needs to be fixed to where I’m only paying for the data. If I wasn’t stuck in a contract I would’ve moved to a different phone company long ago because this issue has lasted over 9 months at this point with no resolve.
