Return Nightmare

[AK95]

I purchased an iPhone 14 as a trade-in a few days before the 15 released. When I realized my mistake, I immediately cancelled the trade-in and returned the brand new, unopened iPhone 14 to Verizon. It has been a complete nightmare. This all began September 12th. It is now October 25th, and I am still dealing with it. I have spent over 8 hours on the phone with various representatives, I have been in stores, I have spent hours on chats, yet my account still shows that I have traded in the iPhone 12 that I am currently typing this message on and am being billed for the full price (not trade in amount) for the iPhone 14 that Verizon verified with me that they have in their possession. So I am paying $1,299 for a three year old phone, and until I pay this amount, I cannot upgrade my old phone. This company has the worst customer service imaginable. Every time I call I am “reassured” that this is not true and that I “will not be billed,” yet they keep deducting the money from my bank account every month for a new phone that they verified that they have received in their warehouse.  It is theft. I will never get my time back - all the hours and hours I have spent trying to get someone to resolve this issue. I also traded in two other phones on my account with the “$830 guaranteed trade in for any phone with any unlimited plan.” Ha. They gave me $165 per phone. I called before making the purchase to verify the $830 amount. “Yes, as soon as they recurve the device they will credit you the full amount, rest assured.” I trusted them. They received the device. They said it was in perfect condition. They gave me $165. When I called again, they said it’s because the unlimited plan I have doesn’t qualify and that the unlimited plan they meant isn’t available where I live. So…it was never an option. So again, they lied. If I had known I never would have traded in those phones. I could have sold them for more on the secondary market. Empty promises, and now they have me locked in on paying for a phone I don’t even have. I’m so disgusted. For over 7 years I have paid this company $400 a month and this is how they treat us. They take advantage of those of us who live in areas with little choice for cell service. If I didn’t have to have a cell phone for my job I would get rid of it.