Early upgrade contract charged back to me

[bkia50313]

I have been trying to get an issue fixed with Verizon for over a month now. I did a couple of trade ins, and that is where I went wrong. I changed my plan to the unlimited ultimate in August and that made me eligible for the early upgrade, because I was more that 50% paid off on my phone. I upgraded early. There was $660.96 left on the phone contract, which was forgiven. I sent the iPhone 14 pro max back in, as proven by the tracking number.  31 days later, I decided that I didn't like the iPhone 15 that I got. I paid off the iPhone 15 and traded it in for an iPhone 16 Pro, and sent the 15 back in. This is also proven by the tracking number.  Now this has happened (plus some additional charge I don't understand and no one else can explain):

Aug-Sep bill $410.20 credit for "online device trade-in adjustment" this is the later additional charge I don't get.

9/16: $660.96 charged back to my account

9/20:paid off iPhone 15 & sent back in

Sept-Oct bill $410.20 "point of sale equip chrg/credit" charged back & $660.96 was added to my bill. My total bill was $1,156.09, when it should only be about $250. 

I called Oct 22nd and created a ticket and have gotten the run around since then. I've called and called and just keep getting told it's being "escalated" and "I can't approve a refund." I've literally been told that everything I've said has been proven and that they are only waiting on "someone" to approve a refund. Who is this someone??? It's so frustrating. 

Then I wake up today, 11/18, to an email that says that they never received my iPhone 15 and are unable to credit me my $1000 trade in credit towards my new phone. Are you kidding me. I knew that there might be a problem a week after I sent it and had called in telling them that it had not been documented that the phone was received but the phone was at their facility and the customer service rep "assured" me that everything was fine. Well obviously not. So I'm being screwed out of over $2000. I really don't understand what's going on. Whomever is in charge of said warehouse really needs to be fired.

*Side note* Yes everything was done online. I tried to return said phones to the store, but they told me that I could not do that. Everything had to be returned via UPS. How do I get this fixed???

[vzw_customer_support · Accepted solution]

@bkia50313  wrote: I have been trying to get an issue fixed with Verizon for over a month now. I did a couple of trade ins, and that is where I went wrong. I changed my plan to the unlimited ultimate in August and that made me eligible for the early upgrade, because I was more that 5 0% paid off on my phone. I upgraded early.

Thank you for all of the details you have shared with us here. We are concerned to learn about your ongoing issues following your purchases and we are here to help. Be on the lookout for a Private Message from us so that we can investigate your account further.

-Andi

[bkia50313 · Accepted solution]

I've been working on this for a month, and Andi fixed it within hours. Thanks Andi! You are awesome!

[vzw_customer_support · Accepted solution]

@bkia50313  wrote: I have been trying to get an issue fixed with Verizon for over a month now. I did a couple of trade ins, and that is where I went wrong. I changed my plan to the unlimited ultimate in August and that made me eligible for the early upgrade, because I was more that 5 0% paid off on my phone. I upgraded early.

Thank you for all of the details you have shared with us here. We are concerned to learn about your ongoing issues following your purchases and we are here to help. Be on the lookout for a Private Message from us so that we can investigate your account further.

-Andi

[bkia50313 · Accepted solution]

I've been working on this for a month, and Andi fixed it within hours. Thanks Andi! You are awesome!

[vzw_customer_support · Accepted solution]

bkia50313, I'm thrilled to read that Andi was able to fully resolve your billing concerns, and make sure that your account was properly updated with the right promotions! I understand there was a mix up between an early upgrade and trade-in device, as well as a device you returned to us not being accounted for. Through the adjustment that was placed on your account for the difference between the trade value and the early upgrade amount, we're glad to have taken care of this for you. Now with the correct promotion also in place for your other line, you can rest assured you're fully set up for success. Thank you again for trusting us to resolve your account concerns! 

~Izzy