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8/11/24 BOUGHT NEW PHONE FOR MY DAUGHTER BECAUSE OF PROMOTION ALLOWING ANY PHONE TO BE TRADED IN (AND WE HAD SOME OLD PHONES)…PLACED ORDER ONLINE, IPHONE 15, 256 …WITH A TRADE-IN OFFER FOR AN IPHONE 4…MAKING THE NEW PHONE “FREE”.
8/14/24 RECEIVED NEW PHONE…NO INSTRUCTIONS OR ANYTHING FOR RETURNING TRADE-IN
8/16/24 WENT TO LOCAL STORE…SPOKE WITH xxxxxxxx…TRIED TO GIVE THEM TRADE-IN PHONE…HE COULD NOT TAKE IT OR PROCESS RETURN…COULD NOT FIND IMEI…HE FILED A “PROMO CORRECTION FORM PCF”.
8/16/24 PLACED ANOTHER PHONE ORDER FOR MY HUSBAND ONLINE (BECAUSE THE SAME PROMOTION WAS AVAILABLE) ORDERED IPHONE 15 PRO 256, WITH A TRADE-IN OF A SAMSUNG GALAXY NOTE 2…MAKING THE NEW PHONE ALMOST “FREE”.
8/19/24 RECEIVED NEW PHONE…AGAIN, NO INSTRUCTIONS FOR RETURNING TRADE-IN
8/26/24 SPOKE WITH REP ONLINE (XXXXXX)…EXPLAINED THAT I WANT TO RETURN THESE PHONES…SHE SPENT TIME CHECKING…CAME BACK ONLINE, SOUNDED LIKE SHE KNEW WHAT SHE WAS TALKING ABOUT…SAID THEY DO NOT WANT PHONES BACK BECAUSE THEY HAVE NO VALUE, AND THAT THE DISCOUNTS WERE ALREADY PROCESSED. I ASKED SEVERAL TIMES FOR HER TO CONFIRM I WAS NOT GOING TO BE CHARGED FOR PHONES IF I DIDN’T TRADE-IN…SHE ASSURED ME IT WAS OKAY.
9/3/24 RECEIVE BILLS SHOWING “DEVICE PAYMENTS” OF $25.94 AND $30.74…I CALL AGAIN, I AM TOLD IT WILL BE “ADJUSTED” ON UPCOMING BILLS.
10/9/24 GET NEXT BILL, STILL SHOWING DEVICE PAYMENTS…GO ONLINE WITH “XXXXX” AND GO THRU THE WHOLE STORY…DON’T GET ANYWHERE…ASK TO SPEAK WITH A SUPERVISOR…HE GAVE ME CASE # “XXXXXXXXXXXXXXXXXX”, BUT HAVE TO WAIT FOR A SUPERVISOR CALL BACK.
10/14/24 FINALLY GET SUPERVISOR CALL BACK. HE SEEMS TO UNDERSTAND THE PROBLEM, SAID HE HAS SEEN THIS BEFORE AND THEY ARE AWARE OF “ISSUE” WITH ONLINE ORDERS AND TRADE-INS…HE SAYS PRIOR REP WAS INCORRECT REGARDING PHONE RETURN. SAYS HE WILL SEND ME MATERIALS TO RETURN THE PHONES. HE SAID I SHOULD MAKE SURE I SEND THEM SEPARATELY, AND TO GET RECEIPTS…AND THEN THE CHARGES WILL BE REVERSED AND NO MORE DEVICE PAYMENTS. SAID I SHOULD GET MATERIALS IN 2-3 DAYS.
10/19/24 5 DAYS LATER I RECEIVE 1 IPAD RETURN ENVELOPE IN THE MAIL WITH HANDWRITTEN LABELS…NO DOCUMENTATION, NO INSTRUCTIONS, NO RETURN LABELS, NO NOTHING!
10/21/24 GO BACK INTO THE VERIZON STORE. THE MANAGER THERE TRIED TO HELP, BUT SAID IT WAS NOT IN HIS CONTROL, PRINTED FEDEX RETURN LABELS FOR ME TO MAIL BACK THE PHONES.
10/21/24 SEND 2 TRADE-IN PHONES BACK VIA FED EX, I HAD TO PAY FOR PACKAGING… GOT TRACKING NUMBERS
10/24/24 GOT CONFIRMATION THE PHONES WERE Delivered to Fort Worth, TX US 10/24/24 at 9:00 AM
11/7/24 WENT ONTO “CHAT” TO TRY AND CHECK WHY THERE HAS BEEN NOTHING CREDITED YET. REP COULD NOT FIND RECORD OF RETURN.
11/8/24 POSTED TIMELINE ON VERIZON “COMMUNITY BOARDS”…RECEIVED AN IMMEDIATE CONTACT FROM VERIZON “CUSTOMER SUPPORT”, BUT HAD NO RESOLUTION. LATER I CHECKED “FUTURE BILL” FOR THE PROMISED ADJUSMENTS, PROGRESS!! THERE WERE ADJUSMENTS ON ONE LINE, BUT THEY WERE INCORRECT. LINE xxx-xxx-xxxx should be charged nothing monthly. The phone cost was $929.99 and the trade-in was $929.99 The device payments of $25.94, $25.83, and $25.83 should be refunded, and nothing further charged.
For account xxx-xxx-xxxx the device payment should only be $2.77/month (the phone cost was $1099.99 and the trade-in was $999.99=$100 / 36 = $2.78/month
So the credits should be $30.74, $30.55, $30.55...with $2.77 going forward.
11/10/24 11:00 AM, I ARRANGED SCHEDULED CALL-BACK FROM VERIZON (WHEN I COULDN’T GET IN TOUCH WITH ANYBODY ON THE PHONE). I SPOKE WITH “XXXXX” SHE CONFIRMED RECEIPT OF THE TRADE-IN PHONES (THAT IS PROGRESS!!). SHE SAID PRIOR PROMOTION WAS “EXPIRED”…I EMPHATICALLY EXPLAINED THAT THE ONLY REASON IT WAS EXPIRED WAS BECAUSE OF VERIZON’S ACTIONS. SHE WAS GOING TO SUBMIT A “CASE” TO BE REVIEWED AND SAID I WOULD GET A CALL BACK IN 4-5 DAYS.
11/16/24 SURPRISE, SURPRISE…I DIDN’T GET A CALL BACK “IN 4-5 DAYS” AS PROMISED. I’M BEGINNING TO FEEL LIKE CHARLIE BROWN AND LUCY…I KEEP BELIEVING WHAT I AM TOLD ONLY TO BE ONCE AGAIN DISAPPOINTED. I AM STILL PAYING AN INCORRECT “DEVICE PAYMENT” ON TWO LINES, AND HAVE NOT RECEIVED THE PROPER CREDITS FOR EITHER LINE. THE AMOUNT OF TIME AND ENERGY THIS HAS TAKEN IS RIDICULOUS. IF VERIZON HOPES AT ALL TO KEEP THIS CUSTOMER OF 19 YEARS, THEY BETTER SOLVE THIS SOON AND THROW IN SOME COMPENSATION FOR THEIR INEPTNESS.
