Trade in credit not received
dezertdom
Enthusiast - Level 1

I am so upset! I was a long time T-Mobile customer who decided to give Verizon a try as they boast of their wonderful network coverage. I’m December 2022 I took advantage of the 1000 dollar trade in credit for my daughters phone and mine. my daughters line had no issues at all. On the other hand for me I received my confirmation email that they received my phone 12 pro max on December 30th and that I would start receiving credits shortly. While waiting my iPhone 14 pro max they sold me was having issues and they replaced it. After months I realize I am still being billed full price for my phone. I call and there were 2 different very ping calls with them stating it would be resolved by next cycle. After waiting nothing happened. I call again and the representative took time and said that because the promotion was attached to my IMEI for the first phone, getting a replacement under warranty exchange caused it to drop. (No fault of my own) the rep told me that they sent the escalation request and that it will take 5-7 business days for the adjustment. I wait and look at my bill and again nothing changed. I call again today and they said the escalation form did not go through… what the heck?! I tell them my iPhone 12 was NOT theirs for the taking! I’m not in the business of giving away expensive iPhones for free! I am currently waiting for a supervisor which seems impossible to get for over an hour. I am so tempted to report to the better business bureau and leave! I get nothing but empty promises on fixing my billing issue over and over and over. Verizon make this nightmare end! I don’t want to spend so many hours repeating myself to try to get what I was promised upfront!

Labels (1)
5 Replies
vzw_customer_support
Customer Service Rep

I’m saddened you’ve been having trouble with the trade-in situation dezertdom. We’ve sent a Private Note so that we can assist further.

-John

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dezertdom
Enthusiast - Level 1

So I was promised a credit for retroactive missed credits since I signed up and that they would fix the issue.  Today I call to confirm since I have seen no change on the app and the 227 dollar credit is not there and they are acting like my call is brand new. I am seriously considering leaving as a customer. I can't get anywhere!

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vzw_customer_support
Customer Service Rep

We are sad to see you are considering leaving us. We definitely want to make sure that you receive the credits you qualify for. We contacted you via Private Note to continue.~Geo

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TickedKelly6
Enthusiast - Level 2

I'm having the same issue right now, call and they just say to wait longer. I'm not even sure the guy sent a correction form for mine, no one seems to be able to find it. Did yours ever get resolved? I'm beyond frustrated at this point.

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vzw_customer_support
Customer Service Rep

 

We never want to see you be frustrated, tickedKelly6. We are here to help. When did you upgrade? We will sen you a private note. -Joe

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