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.
Hello, Harvard05. My apologies to hear of your experience as we would never want to see you leave us. Help is here. Since we'd be reviewing this with a fresh set of eyes, we will need to gather as much info as we can. Please tell us more. Was this an early upgrade? How far into your iPhone 15 contract (the 36 month Device Payment plan) did you pay off at the point of upgrading?
-Natasha
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