Trade In Credit Issue

cshankieson
Enthusiast - Level 1

I recently switched from TMobile to Verizon at the end of 2023.  I did the promotion where you can trade in a device in ANY condition and  open a new line with them.  I shipped my device on 11/13/23 and it was received by the warehouse on 11/17/23.  I did everything within the time frame I was given and the package was received. About a month later on 12/20/23 I receive an email from Verizon that my trade in credit has been revoked because they have not received my trade in.  Ever since 12/20/23 I have been given the run around by several different customer service reps as to why it was revoked. I was told there was a “glitch” in the system, my package had been “partially delivered” and now I’m being told it is because of the condition of  my trade in. A new year has started and there has been no resolve to my issue I keep getting told to wait 1-2 or 7-10 business days for an email I never receive. I keep getting told to wait 1-2 billing cycles and I’ll be credited back. I’ve been told by the customer service reps they have “escalated” some type of form but yet nothing has happened. It’s hard to understand why Verizon expects me to pay more and be credited later because of an issue on their end.  I’m feeling very played with I feel like my money is being played with and if I knew switching to Verizon would cause this much of a headache I would have gone elsewhere. It’s not fair at all especially as a new customer expecting good service. 

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vzw_customer_support
Customer Service Rep

Let's make sure you get the correct trade-in credit applied to your account. We don't want you to feel like you're being played with and we're going to do everything we can to help you. Please be on the lookout for a Private Message.

~Jesse

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