Trade-in credit never received

[hotshot81]

Long overdue...

On 12/8/21 I placed an order to buy a new iphone 13 and trade in my iphone 11. Verizon was offering $800 credit for an iphone 11. There were numerous issues with the delivery of my new phone. I was not going to trade in my old phone yet until I received my new phone. The new phone was marked delivered but it was delivered to the wrong address. Verizon and UPS were unwilling to help. As a result the initial 30 day window expired for the trade in. Eventually I ended up getting my phone as an honest neighbor who was on vacation and then confined with COVID dropped off my new phone past the 30 day trade in window.

At this point I had not yet activated my new phone as I wanted to make sure that everything was going to work out with the trade in of my old phone before I activated my new phone. I reached out to Verizon numerous times and on one particular occasion, a Saturday morning I believe, likely 10/8/22, I spoke with a manager C. He told me that yes it was past the 30 day window, but since I was still within the 24 month period of payments, that if I sent in my iphone 11, he would honor the trade-in request for the $800 credit and apply it to my account immediately. He told me that my account would be fully notated and that I would be credited as soon as the phone was received. I immediately sent in my old phone and activated my new phone. C told me he would give me a call a week later to check in and ensure everything was taken care of. This phone call never happened. Fast forward over 20 instances in trying to resolve this via phone, chat, etc. tens of twenties of hours of my time, I'm being told there are no notes on the account and I am out of luck. 

If Verizon were to check their records they could see  that I mailed back my iphone 11 immediately after that conversation with Verizon agent C. They could also see that my phone was received by Verizon. I have not been credited back the $800. If I was NOT told by Chris that the trade-in would have been honored, I never would have mailed in my iphone 11. That is proof right there as who in their mind would just blindly mail in a phone to a company for free unless they were directed by the employee to do so. I even used the original Verizon issued packaging and all and used the submission ID provided. 

I mailed the phone on 10/12/22 the phone was received on 10/18/22 at 10:31 am.

Anyone encountered something like this before and gotten it resolved? The only reason I upgraded my phone was for the $800 credit and if I was NOT going to have gotten the credit, I sure as heck would not have mailed my phone back for $0. I could have gifted it to a family member or even traded it in for my spouse to get a new phone.

[Daevon03]

I am having this problem as well. I traded my IPhone 11 for the newest IPhone at the end of September. They received my  old phone and I have conformation that they have it, and after being with them for 2 months they took the promotion away from my account.  I got overcharged with out even realizing it and I'm not talking about 50 bucks, I got charged over 400 dollars . They are slow with resolving this issue, makes you seem like they don't care about the customers . Been trying to fix this problem since mid December when I realized the issue 

[vzw_customer_support]

Hello, Daevon03. My apologies to hear of this experience as we absolutely care and want to see you get the promotion you deserve. Help is here. Please tell me more. Have you contacted us outside this platform? What steps have been taken thus far? 

-Natasha

[Daevon03]

Yes I've contacted several  agents by calling the customer support number and talking on the chat on here. Many of them have told me they would resolve the issue and nothing has changed.  I was told  by an agent they would put  a ticket in for me to put the promotion back on in the beginning of January.  The ticket number is ***** , I was told this process would take 10 days to resolve but that was not true. I talked to another agent via chat and they said they would put in some paperwork for this issue and it would take 4-5 days but that agent closed the chat and never gave me an update .

I was also over charged on my bills because the promotion was taken away when the phone has already been turned in . Please help this is very exhausting trying to get this fixed and my money back.