Give me my trade-in or give me my phone back (you won't)

[customer26]

This is the text I got on June 2nd:

Hello! It's Verizon with an exclusive upgrade offer. Trade in a qualifying device (even if damaged or broken) for $700 off iPhone 14. No plan change req'd. Visit a store m.vzw.com/Stores. Call 800.319.2482 or click m.vzw.com/iPhone14 (data charges may apply). $700 Trade-in/promo credit applied over 36 mos; 0% APR. Excludes Welcome. Add'I terms & trade-in conditions apply. Reply "X" to stop msgs.

So I tried the link first but ended up calling in. The rep made a few mistakes when handling my order. First, the trade-in credit was not showing so she re-did it. The second time the trade-in showed but the phone was going to be mailed to my address when I had asked if I could pick it up at the store. So she re-did it again and everything looked right.

I picked up my new iPhone14 at the verizon store. They did not ask for my trade-in there so I figured I was supposed to mail it in. I went on the app to see how to do that and that's when I noticed there were TWO pending trade-ins. I assumed that was because the rep had made mistakes creating the order. So I called to find out how to mail in my trade-in and while on the phone I asked about the two pending trade-ins on my account. The rep said "no problem I know what to do" and he cancelled one of them (my guess is he cancelled the wrong one). This was on June 5th.

So they mailed my box and I dropped off my old phone at the UPS store on June 9th. Verizon received my trade-in on June 16th. However, on June 10th (without my knowledge), the OTHER pending trade-in on my account was cancelled. When I called in about it, the rep said the "system" automatically cancelled it and they would fix it but I would have to wait for it show or something. Well it never showed. I kept calling over and over, kept asking, kept wasting hours of my time. Every time I had to start from the beginning and explain every detail. Every time they assured me they "put it in the notes". One time I got the guy to email me a "confirmation". This is from Jun 27th.

But as of September 26th,  I am still not getting my trade-in credit. I have pictures, screenshots, Submission IDs, Location codes, the UPS tracking number, Proof of Delivery, etc - and you have it "all in the notes". So what's up Verizon? Give me my trade-in or give me my phone back.

- Loyal Customer

[vzw_customer_support · Accepted solution]

We appreciate your attention to details here when describing what happened when you upgraded your device with this specific promotion, customer26. I know I would want to know what was happening with my trade-in credit as well. We'd be happy to dive in and take a fresh look into this. Please be on the lookout for a private note from us, so we can help.

-Joseph

[customer26]

Thank you to Izzy and the Verizon Social Media Team who was able to fix this quickly and easily. Not sure why calling in did not work for me or why Verizon even offers those phone reps as a solution. For any customers reading this try reaching out here it worked for me.