Community Forums - Trade in credit issue

Rnedawi · ‎12-28-2022

I sent my trade in phone on October/12 then I followed up two times with Verizon to make sure they received the phone. Everytime I talked to someone they assured me that there is no problem and they received the phone abd the credit adjustment will show later.. After one month I checked one more time because I received an email indicating that I will be charged more on the next bill and this is when everything went downhill. They person I spoke with told me that they didn’t receive the phone and that I need to connect with UPS.. I connected with UPS and they told me that it seems like the device is lost and Verizon needs to submit a ticket. I called Verizon again and they kept pushing me to talk to UPS until one day Verizon said that I will be contacted by a supervisor for a follow up call to solve the issue on December 01. Today is December 28 and guess what? You guessed right no one cared and called so I had to call again and waist another hr of my time arguing about the situation, then was transferred to a supervisor who said I will be credited the promotion and the phone value on the next bill.. I thanked him and agreed to the proposal but asked for a confirmation through an email or text to proof because you know Verizon always kept there promises haha… he assured me once again that Ill receive the email within the next 10 minutes and he will follow up with a call to make sure that I did get it, you know how much they care.. but guess what? You guessed right once again I didn’t receive an email nor a call back and now they are closed and cannot call no more..Seems like this what Verizon do for living hire people to frustrate you and waste your time until you give up and switch businesses to other carrier or just pay extra because no one have two hrs a month to argue and yell in the phone for issues like this when this should be taken care of from the first complaint.. I have all the chats and evidence saved and will use them as needed to get my money back.. even though at this point I think I should be paid for the time wasted as well.. to the other customers sorry for the long message but I want you to be aware that you are not alone and we are suffering too

vzw_customer_support · ‎12-28-2022

We deeply apologize for this experience, Rnedawi. We always want our customers to get any promotional offer they qualify for.

Typically, if we never receive the phone, then there is no way to get the promotion added. We are sending you a Private Message, so we can get details from you to see what we can assist you with.

-Steven

Rnedawi · ‎12-28-2022

Issue has not been resolved, they kept transferring from one person to another… Now I had been told that there is no investigation started and I’m not sure why since UPS sent an email indicating that Verizon needs to submit a ticket. Maybe I need to take this in another route and seek help from an outside source!!! You guys claim to be the best but you fail to serve your customers.. I used to be with Sprint before switching and with my 10 years there they never treated me that way and never had an issue.. this is my second year with Verizon and this my third issue already..