Waiting for Promotional Credit

[Medina101]

In March, 2023 I purchased two new phones and one watch at the Verizon store at Ridgedale Center in Minnetonka, MN.  We were informed of the promotional credit that we would be given on three devices, two phone and one watch.  We then received two boxes with pre-printed  return labels on them.   We packaged everything up (one phone in one box and the other phone and watch in the other box) and dropped both boxes at the UPS Store within just a few days of the purchase of the new devices.  I do have a receipt from UPS indicating the day and time of this.  Packages were received in Texas.  I do have Proof of Delivery that they were received on the dock.   I later received notice that they had received  one watch.  I called several times and the representatives said to wait 3-5 more days for the remaining watch and phone.   In the meantime time is passing by and I then received notice that they were going to start charging back for the phone and watch.  I then sent a letter to Verizon in New York.   I also spoke with one individual for over one hour on June 13th and he indicated that he was almost assured that my account would soon indicate my promotional credit.   On June 16th I received a call from Verizon, supposedly a Scott Johnson from the Executive Team.   He said he would call me back on the following Monday.   As of this date, the 23rd,  I have not heard anything from Verizon.  In the meantime my bill for this coming month indicates Verizon is charging me $66.74 for the promotional chargeback and will continue to charge me $22.22 a month for the next 36 months to pay for the phone.   I have since sent a letter to the FCC to report this.  I feel something is going on in Texas where they have personnel that do not know how to log in devices or possibly some criminal activity on their part.  I have proof that I sent these devices and they have been received and that should be enough to credit my account.  I have wasted so much time on this.  We have been Verizon clients for many years and the treatment I am receiving as a loyal customer and a senior is unbelievable.   I see from this forum as well as on the Internet that this is nothing new to Verizon and seems to be a huge problem.   

[vzw_customer_support]

I'm terribly sorry to hear of all your trouble with your returned devices and we want to get to the bottom of this. For any future returns or trade-ins we do ask that you please package all devices separately. We will be sending a Private Note for a follow up with the Executive Team. 

-Melissa

[Medina101]

Melissa,

      As noted,  I did receive  a call from a Scott  Johnson from the Executive Team more than a week ago.  We discussed the situation and he said he would call me back the following Monday.  This did not happen.   I hope your sending a note helps.  Also regarding the packaging, it was the Verizon rep at the Minnetonka store who gave us two boxes and told us to put the watch and one phone in one box and the other phone in the other box.  UPS logged both boxes in and they were received on the dock in Texas.  I have proof of all of this.  The packing labels on both boxes had the same number on them.  I am hoping this gets resolved soon because Verizon has already charged me for three months on a phone that Was already turned in and received by Verizon.

[vzw_customer_support]

Thank you for your response. Does our Executive Office know about the devices being returned? Were they going to get back to you with any confirmation? 

~Ivone

[Medina101]

I did speak with Scott from the Executive Team yesterday.  He did explain to me that I will be getting credit for the phone.  I looked at my estimated bill for July and it looks OK so far but I know that can change at any time.  In fact, it looks like I will continue paying for the watch.  It does not look like I got credit for the watch that was in the same box as the phone.  Can you check with Scott about the watch.  Otherwise, I will wait until my July bill is finalized and then contact Scott.   As I indicated in all my correspondence, I have receipts indicating two boxes were dropped off at UPS and receipt of them being logged in at the dock in Texas.  

[AJSTREAK777]

Dude, I'm having the same issue! April of this year 2023 I turned in my wife's Galaxy S10 plus in pristine condition because I was offered $1000 dollars credit to exchange it for a Galaxy S23+. I was given the option to turn it in at a nearby location or mail it in, so since I had a store nearby I chose to take it in person. 19 days later I get an email that finally says it was turned in, that it's in great condition, and that I would be getting my credit in 36 monthly payments. It never happened. In the time period since then I had to move around 10 hours away for work, and in late July I contacted verizon customer support about not getting credit. They told me that there had been an issue with the submission and that they would reset it and that I would get my credit plus all the months that I had been charged for the phone until then. This never happened. So I called again late August to inquire about the credit issue, and I was told the same thing. I would get my credit and all the months that I had paid as well. Since it didn't happen again I called yesterday 9/26/23. I just want to mention that I have all my official emails from verizon with my order id, submission id, credit to be given, phone information, everything. It turns out that the customer service rep couldn't find anything linked to my submission id this time, and suggested that I made a mistake by turning in my phone at the nearby location that I was told to turn it in at by verizon. Also that I should return to said store to see if they could fix this situation. I've been a verizon customer for almost 10 years and I've never had an issue like this. I've always thought  and stated that even though verizon is expensive I believed that it was the best service and was happy to pay for it. But now after this show of utter incompetence I feel cheated and lied to. I have 3 active lines and I'm about to ready to jump ship to another carrier, but I'm not going to until I either get my credit or my wife's phone back. I'm glad that you reported them to the FCC. I'm in California btw.

[vzw_customer_support]

We understand the importance of receiving the credits for a device that you traded in, and we will be glad to help. We sent a Private Note to assist you. ~Geo

[vzw_customer_support]

We just wanted to check in with you to see if you still needed help with this issue.  Please respond to this Private message to get answers for you about the trade-in. We will dig into the details for you. We’re standing by to assist, so please let us know.

-Deb