Verizon lost my trade in and I have to pay for it
maverick201
Newbie

In November we ordered new iPhone 14 Pros. The phones came about half way though December, which was fine because they were Christmas presents. On 12/26, we used the Verizon packaging, the Verizon Tracking number, and the drop-off that Verizon suggested and sent back our 2 iPhone 11s to claim the $800 per phone trade in promotion. Both packages were delivered to the Verizon Return Center in Fort Worth, TX on 12/30. A few later I got an email that one phone was accepted and my credit would be on my account. The second phone never got credited, so I called and was told it was in the warehouse, they just needed to find it. I sent the proof of delivery, the Submission ID, and the IMEI to multiple reps. Finally, I was told that since they couldn't find it, I couldn't get the credit on my account. I also found out that this happens fairly often, enough that Verizon has changed their return policy for trade ins in the last month or so to allow customers to turn them in at local stores. Since that happened after I sent mine back to Verizon, I'm just out a phone and an $800 credit. I've filed a complaint with the BBB hoping they can look into it as well. 

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Re: Verizon lost my trade in and I have to pay for it
vzw_customer_support
Customer Service Rep

We are happy to look into things for you! Send us a Private Note for assistance!

*Shavonna

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Re: Verizon lost my trade in and I have to pay for it
maverick201
Newbie

How do I send a private note? When I use the contact us messenger, I just automated responses. 

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