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Trade in phone lost

Like many of you I sent in two phones to Verizon , UPS delivered them, and then Verizon lost one of the phones and took away my credit. Calls to support ended up with the run around. This seems to be a glitch, and with Verizon so big they no longer care about the customer. I see many if you are having rhe same issue and experience. Any one resolve this issue, without giving up, and what do you think will resolve it?

Comments

morethanfour

During my first call to Verizon support I was told just because UPS delivered the phone doesn't mean Verizon received it. In addition to continuing to contact support, I filled a claim with UPS. They were unable to find the phone, although provided me with verification of delivery. I followed up with my local UPS, who advised me Verizon was being paid in full for the lost phone. Working with one if the community representatives , as a result of my original post, I received a credit for the second phone. I thought this my help orhers with this same problem.

Hecalder1

My first they got it I received an email that I saved but now it does not show after 1 week them saying they did not get it. My second was delivered Wednesday to Verizon but according to them they never received and I never took it to ups but I have both records of drop of the tracking and the receipt records of cell phone returns that is giving to my local ups store. My girlfriend sent has not shipped her phone because after trade in they said they could not issue a QR code yet she received her new phone but has not activated at all since they still have not sent a box they said they would send either. This is really bad for verizon to fail in such a big way! Horrible service. After 10 years of service with them this has been a bad year. I refuse to get my new ultra 2 watch orders until I know they get this fixed first! I should not have to be hunting down my orders for returns when we followed the steps as given by them

morethanfour

I know this is frustrating, and you are doing follow up you should not have to do to resolve your issue. In regards to your phone, if you have the tracking number, file a claim with UPS. They will find the phone , or if they can't will pay Verizon. In the meantime keep calling and messaging Verizon through this community or/and customer service. This is what worked for me.

In regards to your girlfriend's phone, if I was to do this again, I am taking the old phones right to the Verizon store. I will get a receipt confirming the phones were received and the person who received ithwm. I recommend you do the same with her phone.

If you go to Verizon's trade in status, you will see this option for trading in the phone.

I hope this works for you.

Tom

morethanfour

Sorry for the second message, Verizon community is new to me too. Make sure you post a separate one as a new post. You will get better response from customer service, then you will replying to me

Tom

Verizon_Support

We value your loyalty for these 10 years, and we are concerned to learn about your situation. To better assist you, I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

lostdevices

I also sent 2 trade-ins that ended up lost. I have had multiple calls with Verizon customer service with no resolution. It has been almost one year now. I was supposed to receive a call back today, but it never came. I have been with Verizon for 15 years. It looks like I'm out $1,600 now. I would have never upgraded my phones outside of the promotion I was offered.

JTS333

Same problem. I've already contacted the media and will see where that goes until Verizon decides to admit something weird was/is going on. I'm tired of the false promises and lack of resolution. Verizon stole our phones. Plain and simple.

I am writing to formally address a series of incidents that have resulted in the apparent misappropriation of my property and subsequent billing discrepancies following a trade-in transaction with your company.
In October 2023, I engaged in a trade-in agreement with your firm, sending two devices: an iPhone 11 Pro Max, valued at $1,000, and an iPhone X, valued at $200, utilizing the shipping materials provided by your organization. Both devices were confirmed as received and under review at your facility. While the iPhone X trade-in was processed without issue, the iPhone 11 Pro Max remained in a pending state. Upon inquiry, I was advised by customer support to allow additional time for processing.
Subsequently, a credit of $1,000 appeared on my account, which I presumed to be the resolution of the pending trade-in. However, upon reviewing my billing statement, I discovered multiple inaccuracies, including charges for unrequested services and the removal of the aforementioned trade-in credit. Despite assurances from a representative to rectify these issues, no corrective action was taken, nor was any follow-up communication initiated as promised.
Further attempts to resolve these matters were met with requests for the device’s IMEI number—a detail previously provided during the initial trade-in process. This request suggests an attempt to shift responsibility onto me, the customer, for the retention of information reasonably assumed to be no longer necessary.
In April 2024, I endeavored to cancel a watch plan due to its non-functionality, only to encounter additional obstructions. A customer service representative assured me that the watch plan deactivation and billing issues had been addressed. Regrettably, this proved to be inaccurate, as no action was taken, and no record of the conversation was documented.
The persistent lack of resolution and accountability raises serious concerns regarding the handling of high-value trade-in devices and the integrity of customer service operations. The possibility of a systemic issue is further suggested by similar experiences reported by other customers.
Given the gravity of the situation and the potential for widespread impact, I am compelled to escalate this matter through various channels, including media outlets, the Better Business Bureau, and the office of the State Attorney General, to seek a just resolution.
I trust that your company will acknowledge the severity of these events and take immediate steps to investigate and address the deficiencies within your trade-in and customer service processes.

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