Lost trade in credit after transfer family account
tianmingma
Newbie

Hi 

I lost my trade-in credit after transferring my line to a new version family account. And the process with customer service/ store has been a nightmare.

Here is the timeline of the issue:

  • Sep 13: I placed the order for my new phone.
  • Sep 30: I submitted my trade-in device at the store.
  • Oct 28: I transferred my line to the new Verizon account. The confirmation page clearly showed that my trade-in credit would not be lost.
  • v.png
  • However, once the transfer was complete, my bill did not reflect the promised credit.
  • I immediately called 611, and the agent told me that the promotion correction had been made, and the credit would appear in the next bill.
  • Nov 26: The first bill for my new account came, and my trade-in credit was still missing. I called 611 again and was told that the credit would appear in the following bill.
  • Dec 28: The second bill arrived, and once again, the credit was nowhere to be found. This time, the agent told that there were "errors" on their end and asked me to visit a store.
  • Jan 4: I went to a Verizon store, and the staff there told me there was nothing they could do and asked me to wait.

It has now been over three months, and my trade-in credit has STILL not been applied. This is completely unacceptable. I am sick of being passed back and forth between customer service and the store with no resolution. Every time I call or visit, I get a different excuse, but no one is taking responsibility for fixing the issue. 

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2 Replies
vzw_customer_support
Customer Service Rep

Thank you for raising your concerns about your device payment disocunt. I would like to look into this with you further. Unfortunately I am unable to see the picture provided at this time. Going by the terms and agreement however, this is not something that transfers:

  • Certain special offers will not be transferred, these may include Airtime, Line Access Discounts, Equipment and Feature Discounts.

https://www.verizon.com/support/transfer-service/overview/

 

Please be on the look out for a Private Message so we cna review your account together.

 

-Melissa

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tianmingma
Newbie

The customer Service Rep told me that the confirmation screenshot meant nothing. This further proves how ridiculous Verizon is. 

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