I'm at a loss how to get the issues with my trade-in device resolved. I have literally contacted Verizon over 15 times through phone calls and chats (when I call they forward the call to a chat and will not allow me to talk to a supervisor or manager). Each time, I provide the details of the issue:
1) Trade-in UPS tracking number 1Z B34 69F 06 0752 1828 for iPhone and iPad shipped in same box on 10/30/23. Verizon shows that they received the iPhone but not the iPad. That's impossible because they were in the same box.
2) Verizon agrees they received the box but with each contact states they need an additional 3-5 days to review the file. They say the will get back to me and they never do.
3) When I originally contacted Verizon (reference number 9315442), I was told they agreed and would credit my account $17.46 for the first month to make-up for the missing credit and $8.72 each month thereafter. This never happened.
4) On 12/13/23 I called 800-922-0204 and spent a very long time on the phone while the agent reviewed my entire file, chat history and call history. She worked to resolve the issue and agreed with my issue. She stated I would receive the full $314.00 credit for the iPad. I reviewed my bill and found a charge for $314.00 instead of a credit.
5) On 12/28/23 I called 800-922-0204 and the call was forwarded to a chat on my cell phone. I asked for a manager and was told it would be a 2 hour wait to speak to a manager or supervisor. The agent wanted to try to assist, so I again went through the entire story and provided the reference numbers. The connection was lost 4 times and I had to continue to call back and reconnect the chat. I could not tell if I was getting the same agent but they said it was the same agent each time. Although I found that unlikely, I needed help and continued to explain the situation. Now I need a credit of $628.00, as my account has been charged a $314.00 fee when it should have been credited. After a very lengthy series of chats, I was told the agent was escalating my case and Verizon would get back to me in 3-5 days. No one ever got back to me - ever!
6) On 1/23/24 I called 800-922-0204 and the call was forwarded to a chat on my cell phone. I asked for a manager and was again told it would be a few hours before I could talk to anyone of any authority. This is ridiculous! The agent again wanted to review my file. I was literally told the same thing - Verizon needed 3-5 days to review my file. I have not heard anything and my autopayment for my monthly bill was just deducted again.
Does anyone know my next step? The worst part is that the iPad I traded-in was in excellent condition. I wish I would've kept it as I could've used it and not had to take my current iPad back and forth to my office each day.
I am literally sick and disgusted with Verizon at this point. The amount of time I have spent on this issue and their clear lack of regard for my time and money is reprehensible.
Thank you, in advance, for your guidance.
Oh, no! We are stunned to see you in this situation. We know the importance of getting the trade-in credits you were promised. Verizon is here to help. We sent you a Private Message, please review at your earliest convenience.
~Gilbert
Thanks Gilbert. I responded and look forward to your review and hopeful for a full resolution.
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