I traded in a phone during a promo. I was told we would get around $700 for it. They would not let me make payments on my phone because of my credit. I was told I would have to purchase it up front. I tried doing it at the store and they said I had to do it through Verizon online, they were only able to sell me phones if I was making payments. They also told me where to go on my app to schedule turning in my old phone because they could not do that there either. I bought my phone through their website and as soon as I got it we transferred service over and I went in on the app and scheduled a time to turn my old phone in for the credit. This was inconvenient because it was a 45 minute drive and I had to have an appointment but I did it. I never got credit for the phone. I have called and spoken to people 4 separate time. They tell me it is because the offer was only good if I was making payments not buying it outright. I explained I tried and they would not let me, I also explained they knew I was doing it this way and I was never told I couldn't. The first two times I called they said the sent it up to their supervisor and someone would get back with me with how they would make it right which they never did. The third time I called I was told they would make it right and I would be getting an email on what that would look like, which I never got. The fourth time I called which was today, I was on the phone for over an hour before getting "disconnected". This time the first person said I would not get anything because the promo only was for people who made payments and when I explained my situation he kept saying the same thing. I told him that I was aware he could not help me and asked to speak to a supervisor which he was reluctant to do but finally did. The supervisor made me tell the entire story all over again and then told me she saw no record of me returning any phone. I explained that the 3 other times I called they could see that I returned a phone, she then put me on hold and then we were disconnected. (I just want to say I made great effort to be appropriate on the phone with them, just being firm but not rude). When she first answered the phone she asked for a good call back number incase we got disconnected which I gave to her but she never called back after we were disconnected. I am extremely frustrated because I would never have just went out of my way driving 45 minutes each way to turn in a phone that I could have sold, just to get nothing in return, especially because it was really difficult to come up with the money upfront but I justified it by knowing we were getting $700ish back for the phone we traded in. Have others had similar problems? I have 4 phones, a ipad with data and a apple watch with data through them and I have been a customer for years. I don't know what to do but write reviews and keep calling.
Swift4, thank you for being a long time customer and I'm sorry about the issues you've had with that trade-in promotion. It's never our intention to make getting a promotion you qualify for hard to get and we're going to help you find a solution here. We're sending you a Private Message so we can better help you.
~Jesse
Don't hold your breath. Swift4
I never would have dreamed that Verizon is now my worst customer experience, I feel for you
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