Trade in Promo not being Honored

[ajw44145]

Apologize for the long post, verizon is not honoring what was promised and after almost 4 months of frustration, this post is necessary to get resolution, especially after an agent chose to snicker/laugh during a phone call at this situation.  

Back in July, I got promo's for 3/4 phones saying I am eligible for a $700 trade in credit per phone, I chatted with an agent to see if I could get the same promo for the fourth phone and was told absolutely all four phones would get the $700 credit, instead of the fourth phone only getting a $220 credit.  The only reason I ordered new phones was because I was told they would honor and correct the promo for all four phones.  There was no reason for me to trade my phones in.  They were paid off, my bill was significantly lower already as a result and they were all working without an issue/not over using their storage space.  Upgrading to new phones was a result of this really great promo that was being offered and after having it confirmed that I could receive for all four phones I  purchased the new phones.  

August 8 I had received  confirmation of my trade in's all being received and that they were all in good condition, again the one phone said trade in value of $220 because the promo was incorrect,  contacted verizon and again was told that it would be corrected

August 9, bill was not correct, the fourth phone was only getting $220 credit, chatted with another agent and submitted a promo fallout form and was told my next bill would be corrected

August 14 again confirmed that promotion appeal request was pending and being worked on and my request was being expedited

August 30 again went on a chat regarding bill being wrong, was told that the promotion was being corrected and refiling a promo correction form.  Finally received email confirmation that this form was submitted and told that the previous one wasn't accepted due to lack of information-never told what information was missing. 

September 12, chat again as bill was still wrong, was told an escalation form was submitted and submitting another would just prolong the process, told to wait 1-2 more billing cycles and my bill should be corrected

September 27, told that it takes 1-2 billing cycles and after being validated they will credit my account and was told it should be correct the next billing cycle

October 12, bill still wrong, spoke with an agent on the phone, reviewed all my previous chats and said since I was told by multiple people that the last phone should be the same exact promotion of $700 she would honor it and that it was a mistake on their part, she prorated my next bill as I had over paid the past 3 months and assured me that my next bill would be the correct amount with the value I had,.  Had her verbally repeat the correct amount my bill should be and was assured that it was corrected for the remaining months.  This agent spent an hour adjusting my bill and told me that each month would be the dollar amount I expected.  Again confirmed the correct amount of my bill and was assured that it was corrected.  

November 14, bill was still wrong, spoke with an agent, asked multiple times to speak with a supervisor, refused, said "she was on another line", I told her repeatedly I did not want to speak with her, as she was not listening to what I was saying.  She repeatedly told  me that the returned phone was "damaged" and that was the reason for the lower amount of trade in value of $220.  This phone always had a trade in value of $220 when it was received, as it had the  incorrect promo code, I find it very hard to believe that it is now "damaged" and the damaged valuation is equal to the the wrong promo amount and no one can tell me what they mean by "damaged".  I tried to tell her that when I received confirmation of the trade in for each phone, not a single one said anything besides good condition.  The one phone in question did have the wrong promo code valuation but was not damaged.  She asked me for those emails, but as I was told in October that everything was corrected, I no longer had them.  She then snickered at me.  I have been a customer of Verizon for a very long time and have never ever been treated like this.  I never talked to a supervisor, she kept doing it on "my behalf" and told me a fallout form would be submitted and they would lower my bill for this month and I would have to contact them back next month if it wasn't corrected.  I asked her multiple times if the previous fallout forms had been denied, why was I not informed or notified.  Never got a response, but she assured me that not every agent is upfront with their customers and the previous agents should have told me the phone was damaged,.  Why would multiple agents not inform the customer of a situation, especially when the customer has contacted multiple times with the same issue/concern.  She told me she requested the trade in program to re-look at the phone to confirm if their appraisal was correct.  After this conversation with this agent, went on chat to see if could file a complaint against them,.  This new agent apologized for the experience and then went on to tell me that I was told in October that the phone was damaged.  I was never ever told that the phone was damaged, I was told that the promo code was incorrect and I was misinformed, but due to Verizon's mistake they would honor what I was told as multiple agents assured me this would happen.  This agent tried to help me access the trade in information on my phones, but the link never worked and said it was invalid, unable to view the status of my trade ins. 

November 15, chatted with another agent, I wanted to see if I could get the emails resent with the acceptance of the trade in's with their valuation/condition, told this was not possible.  How is there no way for me to access/have resent the confirmation email with the trade in appraisal amount?  ,There's no way for me to validate what I am being told, there has to be a way to access this originally sent emails.   I also asked to know what was "damaged" on this phone, no answer was given.  While during this conversation he said he would submit a trade in promo correction form  and it would be corrected for the next bill.   I asked if it could be corrected for each bill/not just next month and was told that the correction would start from the next bill on.   I stated that was only based on it being approved and again was assured that he would make sure it is approved and confirmed the correct trade in valuation for every single month.  I confirmed what my bill amount should be and this agent again confirmed the correct amount

9/10 different interactions either chat/phone assured me that the promo would be $700 on all four phones,/per phone, no one can send me the trade in confirmation/valuation email on each phone/provide me access to verify on the trade in website.  Being told that agents are not being honest with their customers and then being laughed at is not the Verizon that I am used to. I have been a customer for a long time and the only reason I upgraded our phones was because of this promo.  We were perfectly fine using our iPhone 12 mini's that were completely paid off.  I am hoping this post can officially meet resolution with Verizon and honor the fourth phone getting the correct trade in amount of $700.  I also want to bring notice to the questionable business operations that Verizon is currently operating under, by not following through what they tell their customers, unable to provide documents/keep their customers updated regarding situations/forms being submitted, and causing a very frustrating situation that makes me question my loyalty to their company.

[vzw_customer_support]

Ajw44145, thank ou for reaching out in regard to your trade in journey, this is never an experience we want for anyone. So we can dive deeper into what has happened on our end and explore options we will be sending a Private Note. 

-Melissa

[ajw44145]

I did not receive a private note

[kh-gary]

Hi @ajw44145,

To send a private message vzw_customer_support, you can click on their username displayed on their post above to bring up their profile card overlay, and then click on "Send message" located in the bottom right corner of the overlay.

Alternatively, you can navigate to their profile page here, and then click on the "Message" button located under their username in the top left area of the page.

[vzw_customer_support]

I'm sorry we missed you. We hope you can send us a private note. If you can't please contact us here: https://www.verizon.com/support/contact-us/#mobile   -Joe

[ajw44145]

• I found the text promo that was sent to me and it says the promotion includes damaged or broken phones. So this “damaged” information I’m being told is not only incorrect, but if it’s what Verizon is basing their “decision” on, the promo states it’s applicable so this statement is inaccurate and the phone needs to get credited the correct trade in amount. Last night I talked to another agent who actually mentioned this and submitted another escalation form. I then found the text messages that also state this. So have to wait another 7-10 days and then contact Verizon again.  This is going on 16 times contact now, when it should have been corrected from day one.