I wanted to trade in my iPhone 15 pro max for the iPhone 16 pro max, they told me I had to pay off the iPhone 15 pro max first in order to order the 16 pro max. They said once I received the iPhone 16 pro max, to take in the 15 pro max and they would refund me the $1399.99. I did as I was instructed to do so. I have called and they allegedly processed the refund and said it would take 3-5 days to receive it back to my bank. I called today and now they are telling me I was given wrong information and that the refund never got processed. And that they have to escalate it again. I have spent hours in the phone with verizon and have already lost 6 hours of work trying to resolve foods to no avail. I spoke to a supervisor today who was no help. He was very condescending. The rep that was helping me said he was working with this supervisor so I expected this supervisor to be up to shored with all the information but when Santi (supervisor) can on the line he walked me to start from the beginning, Erick I did repeat every thing all over again and then he put me on hold so he corked read all the notes. That was so unprofessional on his part. 1 hour 46 min later I had to hang up. I have anxiety and am completely stressed out due to this whole situation. They have had my money $1399.99 for over 10 days now. I have been a verizon customer for 15 years but I need to go to another company now. Verizon takes their customers for granted.
