Still no trade in credits it’s been 2months and 2bills

[mitpdub]

Received new Iphone16pro max 9/20, brought my trade in phone to VZ corporate store 9/21 and had it verified that day. This is all reflected on my orders.  Says I’m to receive $830 over 36mos with credits within 1-2 cycles. 

Still nothing, I’ve tried chat twice, both times they said ‘hold on while they check’ then never came back and disconnected. Chat doesn’t work and is a waste. Tried to call in and the person couldn’t understand why I have not received my credits and said hopefully next bill it will be fixed and I’ll see additional credits for previous months. 
Is the system so bad to not be able to fix this?

25yr VZ customer with 4 lines disappointed. 

[vzw_customer_support]

We are sorry to read that you've been having issues with receiving your promotion mitpdub. Can you tell us when did you receive a confirmation that your device was received?

~Freddy

[mitpdub]

Hi I brought it into the local Verizon corporate store and it was assessed on 9/21. See the screenshot from my account, I also asked for a hard copy. 

 

[mitpdub]

It’s been almost 3 months now and no credit. The device was brought into a Verizon corporate store and assessed 9/21. 

[mitpdub]

Well another bill has posted and I’m still not receiving the credit on the iPhone 14pro max I submitted, assessed, and confirmed on September 21. 
Why is Verizon not able to honor the terms on the trade in that you had me sign ? I’ve tried this forum, called twice speaking to associates, tried your text service with now hundreds of texts. All assured me to wait and it would be fixed.  So far it just looks like you took back my good perfectly working  IPhone14pro max and gave me nothing for it but the receipt. 

[vzw_customer_support]

Thank you for those additional details, I apologize as the screenshot does not reflect on our end currently. Did you receive a submission ID? If so, what does the status show here? https://www.verizon.com/sales/digital/tradeinstatus.html

-Melissa

[mitpdub]

Hi Melissa 

i did get a submission ID. Is it ok to post that information here ? That link goes to my trades in and the verification date

[mitpdub]

Order Number and submission id  hidden for now

 

[vzw_customer_support]

We're here to help with your concern. We will be sending a private message. ~Peter

[mitpdub]

Is there someone that can get to the bottom of this ? Seems like all the chat help can’t resolve fixing this. I don’t want to go into a corporate unless they’re the key to fixing this. 

[vzw_customer_support]

We don't want you to miss out on your trade-in promo. Those promotions can take a few months to show up, but by your third bill, it should be there. If you go into your My Verizon app and take a look at the Next Bill Summary, do you see that credit?

~Jesse

[mitpdub]

Nope still not there even though my trade in was ‘confirmed’ and received September 21

[vzw_customer_support]

Thank you for those details mitpdub. We will be sending you a secure message to take a closer look at your situation. 

~Ivone

[mitpdub · Accepted solution]

I’ve been through your secure message and now hundreds of texts where your reps say my credit “is coming” on the next bill and that they’ve submitted a correction. I’ve  also called and spoke to live people. NONE OF YOU HAVE RESOLVED THE CREDIT FOR THE PHONE RECEIVED AND VERIFIED ON SEPTEMBER 21 despite promising its in the system  

It’s been past 3 bills now and this is unacceptable considering you say you value me as a longstanding 25yr + customer.

Im printing all of my texts and information from my chats, my purchase and trade in contract and I’m going to a corporate store to speak to a real person and ask them to resolve this. 

[vzw_customer_support]

mitpdub, our offer to help is sincere, and we truly want to help resolve your trade-in concerns. I see we've attempted to securely verify your account through Private Message a few times, but haven't had success. We'll be sending a new Private Message to best assist. 

~Izzy

[mitpdub]

I replied to the link again. Can you private message me with a phone number of how I can escalate my request.  I’ve verified my information 3x over the past few weeks and have gone through 100s a texts. You’re all so kind in your responses but nothing has been fixed. We need a higher level problem solver.