I have still not received my trade in credit

After waiting 3 billing cycles, as I was told to wait 1-2 cycles, I have still not received my trade in credit from a device I upgraded in June. I have had multiple sessions from customer support and the last person said "Please do not worry", that "I checked the details and I can see that we have received the device".

This is all due to Verizon inventory being wrong for my original order in which a store did not have my device in stock and so cancelled my order, but not the trade-in. So I went to another Verizon store where I purchased the new device and said it would "pick-up" my original trade-in, but I never received trade-in materials, so the store printed out a label, packaged up my device and I shipped it to Verizon, Fedex tracking #: 772817526547

All of this should be documented in my account / chat transcript. I would either like the credit applied or my device given back to me, because right now Verizon has virtually taken the device from me without the agreed upon $800 (22.22/month) credit being applied.

Accepted answers

Verizon_Support

We are sorry to read about your trade in experience and we appreciate all of the details you have shared. We certainly want to get to the bottom of what is going on with your anticipated trade in promotion. We will be sending a Private Note to gather some additional account details so that we can take a closer look.

-Andi

All comments

Verizon_Support

-Andi

Verizon_Support

We just wanted to check-in with you to see if you still needed help with this issue. We’re standing by to assist, so please let us know.

-Deb

Notsatified1970

I am experiencing a similar

problem

traded in phone and watch

phone was to be $850 credit and watch $150.

I went for a btter watch n phone because of the trade in

to date I have not received any credit. Loyal customer 25+ years and I feel like I am being treated horribly

indid everything through a store to make sure it was done right

filed a report in Dec and they said it’s resolved well nothing has been done and I can’t reach anyone to find out what is going on

theyre also still billing me for the old trades in watch every month

not pleased

Verizon_Support

We appreciate your 25+years of loyal service, Notsatisfied1970. I know I would be upset if I was missing some trade-in promotions and was still being billed for the old devices. We can certainly help take a look into this. Please be on the lookout for a private message from us.

-Joseph

Moto26

I moved to Verizon in October of 2023 because of the trade in an iPhone and get $830 credit toward new iPhone. Well it’s been 4 billing cycles and I still have not received the credits on my bill. Everytime I call someone or go into the store they have a new story of why I don’t have the credits. Then they tell me to give it 2 more billing cycles. So they want me to wait 6 months now to see if the credits start to apply. I can’t believe it’s so hard to get what I signed up for. Be wary of Verizon and trade in credits.

Verizon_Support

We are here to help with your Trade-In questions and concerns. To better assist, I'll be sending a Private Message, please reply to it, so we can get started.

~Maria

Verizon_Support

We just wanted to send a quick check-in to see if you still needed help with your trade in concerns. Please reply to this private message if you're still needing assistance.

-Andi

unknown

I have not yet received my trade-in credit, even though I received my shipping box and new phone on September 7, 2023, ordered on September 2, 2023. I sent my trade-in on September 8, 2023, and received notice that my phone was delivered on September 12, 2023. However, my tracking number no longer works for UPS. I have all the necessary documents, including the order number, tracking number, and screenshots of the delivery confirmation. I was supposed to receive a $1,000 credit after my phone was assessed, but I have not received it yet.

To make matters worse, I was charged an $83 promotional chargeback fee because Verizon has my phone but hasn't assessed it. I am now paying an additional $30 monthly charge for a phone that was supposed to be free after the credit was applied. I have talked to multiple associates and supervisors, but they keep telling me to wait 1-2 billing cycles for a refund, which has not happened yet. I am disappointed with Verizon's handling of their "loyalty" promotions, as I have never missed a payment and followed timeline to ship my trade-in while ensuring all the requirements were met. I regret upgrading my phone and participating in this promotion. I have all my paperwork and receipts, but I am still being charged extra fees and a higher bill. I don't know what to do next, and I'm tired of being on the phone for hours without resolution. I might take my business elsewhere, but I can't pay off this phone and it difficult managing a higher payments each month. I learned that if something sounds too good to be true, it probably is, especially if it's coming from Verizon.

Verizon_Support

We want to make sure you're getting every single promotion you qualify for and we're going to help you in any way possible. We're sending you a Private Message so we can better assist.

~Jesse

Jeremy914

I am having a similar issue. I traded in my old phone and have not received the trade in credit and it has been over the 1-2 billing cycle. When I talk to the in store workers they tell me I have to call the Verizon number instead and it is just automated and not helping.

Verizon_Support

We would love to help Jeremy914. Let's look into this together. Did you mail in a device or trade it in Store? Was this a promotion or a trade in? -Joe