Trade-in Issues

[BettyB2]

I am beyond frustrated ...I have spent hours on the phone with customer service, I have gone into the local store twice, and I have tried the "chat" feature online, and I have submitted "support requests".  I have been trying for 3 months to resolve this issue...I need the "device payments" to stop and the previous ones to be credited.  

Timeline of events:

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.  HE SAID I SHOULD GET MATERIALS IN 2-3 DAYS.

10/19/24            5 DAYS LATER I RECEIVE 1 LARGE "IPAD" RETURN ENVELOPE IN THE MAIL…NO DOCUMENTATION, NO INSTRUCTIONS, NO RETURN LABELS, NO NOTHING!

10/21/24           I  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            I SEND 2 TRADE-IN PHONES BACK VIA FED EX, I HAD TO PAY FOR PHONE PACKAGING… I 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.

In addition I keep getting emails that my "support request" has been "resolved", and I keep emailing back saying it has not, and they keep responding telling me to call customer service, which I refuse to waste anymore time doing.

We have been customers for 19 years...this is probably the end...there are less expensive options available for us.

[vzw_customer_support]

Hey there, BettyB2, we certainly appreciate your 19 years of loyalty and understand it's important that you receive your promotional credits. So we can best assist, we will be reaching out via Private Message.

-Lauren