Unresolved Trade In Issue

[Juliac0423]

On July 30th, I dropped off a phone on my account (ending in 4007 - iPhone SE) for trade in at the Lake in the Hills, IL Verizon location. I was told everything was set and I received an email saying the trade in was received - please see the attachment for the full details. Before that on July 28th, I dropped off my daughter's phone for trade in at the South Elgin, IL Verizon location. Her phone had some damage and I rightfully did not get the full credit promised and was credited the correct amount on my bill. 

After 2 weeks of dropping off the iPhone SE, I started getting texts/emails that the trade in device was never received and that I needed to drop it off. Every time I receive a notification like this, I would call the customer service line to ask what was going on and they assured me everything was fine and they are showing the device as received on their side. 

In mid September, I was still getting notifications that the credit would be taken off my bill since the device wasn't received. I went back to the Lake in the Hills store where I had originally dropped it off and they told me they found the phone but I still had to call the customer service line to inform them because the employees couldn't do anything on their end. Again, I had to call customer service and was assured that everything was fine and within 2 billing cycles the credit would be put back on my account. 

After one billing cycle (October), I called again and talked to a customer service manager, Candace, and again was reassured everything was fine and I just had to wait one more billing cycle as originally promised. 

Now in mid November, I still don't see the credit on my account and called yet again to customer service and was finally told that they actually had the phone but it was damaged and that the trade in value is only $15. I can assure you that this phone was in perfect condition - this phone belonged to my husband who always had a case and a screen protector on his phone, so it is impossible that it was damaged. The customer service representatives told me that they would not transfer me to a manager and there was nothing else they could do. 

This whole issue has now lasted 4 months and it still has not been resolved. My family has been a loyal Verizon customer for over 20 years (first the account was under my name and then 10 years ago we transferred the account to my husband's name) and this level of customer service is unacceptable. As you can see, I have spent countless hours on the phone and in store explaining and reexplaining my situation with no avail. I am asking for your help that this issue be rectified - I need the full trade in credit to be added back to my account or my iPhone SE to be returned to me because I would have never traded in a perfectly functional phone for $15. 

[vzw_customer_support]

Hey there, Juliac0423, we appreciate your loyalty over the last 20 years and want to help ensure you receive your trade-in credits. So we can better assist, we will be reaching out via Private Message.

-Lauren