Verizon lost my trade

[Agsty8]

Verizon has lost my trade for one of my phones.  Also Verizon gave me the wrong amount for the phone they did receive despite showing proof of the promotional value and having a copy of a previous customer service discussion promising me the value would update.  I have photos of the two phones with the ups shipping labels. I have photos of the receipt from being turned in to UPS. And UPS shows both phones were delivered. The phones were sent in different boxes with their own tracking numbers.  So right now I am out $1,279 dollars from Verizon.   I have called multiple times and been to the store.   Despite all the proof I have Verizon still makes me wait.  It has been months, I want my money.

[vzw_customer_support]

 

Hi Agsty8! My name is Salma, and I am your customer service expert, ready to help! 

I really don't want him to feel that way. I know that every penny counts and when we don't find a quick solution our pocket suffers. For me money is the most important thing so it will be a pleasure to help you today. I would like you to keep in mind that sometimes we depend on the system to make corrections, but I can assure you that I will give you my 100% to solve the problem today! In order to proceed I just need to access and verify your account through our secure channel. Can you please click on the link? 

 

By connecting with us, you grant us permission to review your services, so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note that the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:https://www.verizonwireless.com/campaign/smauth

>Salma

[TheyLostMyTradeIn]

I switched to Verizon from ATT solely because Verizon was offering a very tempting promotional deal. $1000 for my 3-year-old iPhone that would be applied to my plan over the 3 years I would have to stay with Verizon.

As soon as I got the new phone in the mail, I was supposed to send the device back to them. The new phone included a shipping label, but the more I looked at it, and based on the name of the end destination address, this label was to return the new iPhone if I didn't like it.  Although I almost shipped it in because of the confusion they caused, I googled and sure enough, other people had mistakenly shipped their trade-ins to the address for returns.

I logged into my Verizon account and then selected the option to take the unpackaged phone to UPS, show them a barcode and they would handle the rest.  Wanting to ensure my device wasn't mishandled, I packaged it nicely and told UPS they could open it if that was required by Verizon.

I monitored the status of the tracking number along with what Verizon said. Needless to say it has been close to two months since the phone was delivered per the tracking number but Verizon shows they never received it. During those two months contacted Verizon very concnerned about my trade and was relieved when they old me they had it and all was good.  Knowing better than to trust them, I ensure to screen shot the entire chat message.

Of course as time pass over the remainder of that time Verizon kept warning me about shipping the trade-in and last night I get a message saying that they took back the $1,000 credit off of my account because they did not receive my phone.

Why am I here ranting right now instead of calling them? Because their automated system sent me in circles before I got to a line that said they were closed and it was just shy of 7PM central time.  I would much rather be getting work done here at my business, but instead I am worried that they lost my device and won't give me a penny for it.

That said, I have the shipping label, proof of delivery by the tracking number, a chat I saved admitting they received it and I will combine that proof with my peristant personality to use all profesional and just methods of ensuring I am not ripped off by a company that I really wonder if they are not doing this on purpose.

Why? Bait and switch. Dangle an amazing deal I cannnot get anywhere else ($1000 for a 3 year old phone) and they fail to credit my account while taking two months to tell me the credit was removed while the device was delivered to them using a method I could do nothing wrong (they gave me a QR code that I show to UPS and give them the phone and they pack it and they ship it to the address thats associated with that QR code program). Though I have a feeling this will all be resolved, they are causing headaches by leaving me worried for two months that I will never see that phone again nor the $1000 credit I was supposed to get.

To make matters worse, I bought a new Apple case along with my phone. Over the last 15+ years I have had iphones, I used other third party cases and never once had a problem even when dropping the prior phones from 6 feet up. Yet with the Apple case and a 2.5 foot drop, it popped the edge of the case back and cracked the glass in the corner. When I went to exercise my rights under the insurance, I had to agree that my device will no longer be waterproof and it may lose some functionality.  It doesnt tell you what functionality yet I have to blindly agree to it.

I will say that I like that they send a tech to my house, that makes it easy for me and its not their fault that I dropped the phone. But the way their repair plan works means my phone could lose any number of functions and I already blindly agreed to that because you cant get it fixed otherwise.

I am not happy at all that I switched to Verizon. Things could get better from here but I am not feeling good about it at all.  Had I stayed with ATT and simply sold my trade in device for $500 cash I would have been better off than taking the bait and switch $1000 offer because now I have no trade-in phone I had paid for in full and the offer was removed from my account.

Big companies sometimes do things they know are not legal, knowing that the fine will be worth the overall profit they made. It happens often and though I am not saying that is happening with the trade-in plans they offer (at this time), it sure feels that way and that doesnt make me feel good nor have a good perception of this company.

[vzw_customer_support]

Hello! Thanks for taking the time to post. Could you please be so kind to send us a private message in order to review this situation with you? We are here for you 24/7!

>Sophie

[LD1318]

I fear we're on the exact same, completely exhausting and frustrating journey. I just received an email indicating that one of our phones was "rejected" for trade-in. After inquiring with customer service why the device was rejected, I was told there was no record of our devices being returned at all. This is patently false since one month ago I had a chat with customer service confirming that  both devices were received at the warehouse. At this stage, and judging by the countless posts I've read about this issue, it is hard to believe this is not a deliberate ploy on Verizon's part. I called to get an upgrade on my dying iPhone 7, was offered a brand new iPhone 14. When I repeatedly asked what the catch would be, why the deal was so good and went over the steps for trade in on the phone, I was assured many times that this was a real and straight-forward offer. After 13 years with the company, I'm amazed they are willing to burn this much good will on what appears to be a widespread fraud.  I hope your issue is resolved and hoped Verizon begins rectifying this massive and widespread problem. 

[vzw_customer_support]

We are sorry to hear about the experience you have had, and would be happy to look in to this with you. Send us a PM, so we can get a closer look. *Heaven

[LD1318]

I appear to be caught in a cycle in the chat. I cannot send proof of my delivery (which I have as a photo) and I am also repeatedly told that I have sent too many private message, which I don't understand. Please advise. 

[vzw_customer_support]

I want to ensure you get the assistance you need, LD1318. I'm sorry that you are receiving a pop up saying you can't send any more private notes to us through this platform. I know how important it is to get help ASAP and can help provide the next best steps! Please reach out to us through social media (Facebook, Instagram, Twitter) in a PM/DM for further support. I am standing by to help! 

*Cheyenne