Trade-in

[csgcon]

I visited an authorized Verizon store on October 16, 2023, at 2100 Tamiami Trail East, Naples, FL 34112. One of the salesmen, Mr. B - I'll reveal his full name and cell number to a Verizon Staff member  -, offered me a free upgrade to a Samsung Galaxy Flip 5 phone with the condition of trading in my existing Samsung Galaxy Flip 3. I asked him to check my account to ensure that I'm fully qualified for this offer. He did so and assured me that I would only be charged a $35.00 one-time upgrade fee at the next billing cycle; otherwise, the phone is free with my trade-in. We completed the upgrade, transfer of phones, and all data on October 19.

On my next billing statement, $28 was added as the 1st of 36 installment payments for the new phone. I called Verizon Billing Support and was told that my trade-in device had not reached their warehouse by the time of the billing date, and I should see corrections in my next statement.

The next statement did not include any correction, and it charged me again for alleged monthly installment dues. I called again, was transferred around, and one and a half hours later, I was told that they have to escalate this issue for clarification, so my next monthly statement will indeed include corrections.

The next monthly statement still did not include corrections and illegitimately charged the monthly installment fee again. At this time, a single Verizon Customer Support agent spent over an hour on my issue, checking with different departments. She was very nice over the phone and promised that after correcting everything, she will personally call me back within 5 to 7 business days.

I waited 10 more days, did not receive a call back, and then I called Mr. B, the salesman at the Verizon store directly. After explaining the situation, he put me on hold for a while, then claimed that he tried to call me several times to let me know the following: The warehouse did not accept my old device for trade-in because there was an outstanding balance due on that device, as reflected on my account.

I told Mr. B that he has never called me and I can clearly prove that with my incoming call logs located on the Verizon server. He then tried to turn around the conversation and stated that he asked me at the time of the deal if I owe anything for my old phone. Of course, he never asked that, and he should not have asked that either, since he was the one carefully checking my account if I do not owe anything and I'm qualified for the trade.

Otherwise, I do not owe anything for my old phone. That was a similar trade-in deal 2 years earlier: I had to hand in my previous phone, and they issued theoretical monthly charges for the new one followed by a theoretical credit in the same amount every month; there was no amount ever actually charged to me for that phone. I've been a Verizon customer for over three decades. I have never had any overdue balances. I am signed up for 'autopay,' meaning all charges are deducted from my bank account every month in full.

I also wanted to find out why, if the Verizon Warehouse did not accept my old phone for trade-in, it is not documented on my account. Additionally, where is that phone, and why has it not been sent back to me?
Mr. B kept interrupting me, was not willing to listen to my questions any further. He said that if I pay off $108 via a link he would send me - I have no idea how that amount is calculated -, then he can validate my trade-in deal, and I'll have a free phone. I asked him that after all the above, what guarantee can I get that if I pay another $108 via a link coming from him, I will not be charged monthly installments for the new phone. At this point, Mr. B ended the conversation by hanging up the phone.

If I had been notified that my old Flip 3 phone does not qualify me for the free upgrade, I would have requested the cancellation of the deal and returned the new phone for my old one. I would still take the same course of action. I am not willing to pay for the new phone, as it does not offer any significant improvements over my old one. It is merely a younger generation but does not function any better. The treatment by the Verizon salesman was outrageous. His actions should be investigated and either the trade-in validated or my old phone sent back to me, and then I will return the new one.

[vzw_customer_support]

Hello, csgcon, thanks for reaching out in reference to your recent upgrade. So we can best assist, we will be reaching out via Private Message.

-Lauren