I am currently sitting on hold with Verizon dealing with this exact issue. Phone was ordered in July, sent back to the DFW hub, confirmed with tracking, told it would take 2-3 billing cycles to appear on bill. I get an email saying the device wasn't received so I call and ask, rep tells me, nope we have it don't worry and I say okay great because I have the tracking which I confirmed and provided. Then, October comes around, I didn't pay attention to my bill at the beginning of the month when my payment was drafted but at the end of the month, I noticed my device credit had not been applied - so I called. After a bit of research, the representative tries to tell me the device was not received, excuse me?! The rep then decided to open a ticket and escalate with the tracking team. They were going to call me back in 3-5 days, which never happened and I had to follow up with Verizon at the beginning of November. At this time, I was informed the "system" is not able to apply the credit automatically and I will need to call in monthly before my payment is going to be drafted to request to have the credit applied 😲 I couldn't believe my ears. I am expected to call in every month because Verizon's computer program cannot apply a credit they promised me correctly? I am beyond disappointed with the process. In my mind I feel like Verizon is hoping I forget to call in so they don't have to give me the credit, when they have already received my device. Its like a bait and switch. It also almost sounds like a breach of contract on their end as well as they are not and have not upheld their part of the contract they promised. Im glad to know this is how they treat their service members and family. I can't imagine how much time I have invested on the phone trying to patiently and kindly resolve this issue. I am so disappointed.
Amiles0526, this is never the experience we want for you. The burden should not be placed on you to have to call in each month to receive a credit for a device that has already been traded in. We'd love to take a closer look at your account right away, and help find a lasting solution. To better assist, I'll be sending a Private Note.
~Izzy
We are standing by to help. Please send us a private note. -Joe
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