June 2021 I was chatting with a representative and was told if I trade in my galaxy s8 I would get a $799.99 credit, over 24 months on a new galaxy. No changes were required to my phone unlimited plan. Even the person I spoke to on the phone acknowledged this fact. 3 months later I still do not have my credit. I asked for my phone I traded in, returned to me as that is theft of my device if I am not going to receive the trade-in credit. I was told I would receive a call from someone but no calls ever came. Who do I talk to, to resolve this issue of my account credit or phone returned to me. I currently pay over $300 per month for my phone service on 6 lines. Can someone please direct me to a number to call who can help? I have been with Verizon for 20 years.
I'm having the same issue as you. Called them several times and chatted with their rep a couple of times about the trade in credit promo via Costco. I traded in two iPhones last Nov (2020) and didn't get my credit for one of the two iPhones until I called them 5 months later. Apparently, they approved one phone but denied the other. It just seems weird to me how to they can do that when both iPhones are identical model. After that I called and spoke with a rep that says it has been escalated to a team that will review and approve the other phone. There's nothing more they can do. It's been a month since I spoke with them and they still haven't emailed me whether it has been approved or not.
I have to say Verizon is really unprofessional with their customer service. I don't know why till this day I still haven't heard from them about this matter. It's just a waste of your time talking to their reps over and over again when they should be able to read the notes/comments from previous reps. Always try to play like nothing has happened until you tell them to do so. I'm shopping around now for another carrier. Very disappointed in their customer services and false promises.
We always want you to get the promotions you qualify for. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance. *Melissa
We would be happy to look into your trade in with you. Please send us a Private Note and we can dive right in. Thank you in advance! *Ellisandra
This is happening to me right now! I sent them two devices. They awarded me for one and "lost" my other trade. It disappeared from the trade in, so I had to call the person because it had been there the week before when it arrived. Then, after a 45 minute headache of not being able to create a ticket to indicate the problem, the customer service person told me she would need to schedule an appointment for seven business days from the call. In the meantime, I would have to pay the difference for not getting the trade on time (even though it was submitted on time). On the day of the appointment (today), she did not call. So I have been on wait for over 30 minutes to get someone to tell me simply how I get in contact with that person. And maybe someone at verizon could tell me what they did with my one phone rather than, you know, Verizon being a good company and providing me the full trade value on the spot because they f-ed up. smh
ashleyhel, this sounds serious and we'd like to see what's going on. Let's get to the bottom of this. Please be on the look out for a Private Note for assistance.
-Nicci
Good luck. I’ve been waiting 6 months and still getting the run around. I’m passed around like a hot potato.
We want to make sure that you receive the trade-in promotion and are here to help, Jills1. Sorry to learn of the experience but glad we were connected. If you do not mind, what exactly is the current status of the trade?
-Chris
I am having the same issue. My mother and I went into a Cellular Sales on July 15th, 2022 and traded in our phones for two iPhone 13s. We were told that we would get a credit of $810 dollars a piece and that we would not be required to pay for the phones. Two bill cycles later our bill skyrockets because apparently they never received the trade-ins. We go through weeks of a so called investigation for Verizon to ultimately tell us that we’ll be responsible for paying for these phones because they don’t have the “proper” documentation and because they couldn’t pull the footage from the store that day. I’ve never experienced this type of customer service in my life. We’ve been Verizon customers for many years and this has never happened to us! If this is not resolved we will be taking our business elsewhere!
We never want any of our customers to have this experience when purchasing new phones and trading in their old ones. We have sent you a Private Message, we want to see what we can do to help.
-Steven
@miszraecw @Jills1 @pnwlost @NoxxVille
I’ve had similar issues with my trade-ins - and if you browse these message boards you will see your story echoed again and again. If we want to be part of the solution I think everyone should report their issues to the regulatory authorities or at least formally escalate them within the Verizon corporate structure. How many people just get frustrated and don’t follow through and lose our on huge trade in credits? I suspect it’s a lot and Verizon is pocketing the savings. Either Verizon is grossly incompetent or they are engaging in unfair trade practices with is illegal. Someone needs to get to the bottom of this and protect the consumer.
I found the following information on Reddit for escalating concerns:
Avoid more endless waste of your time and patience, and get Verizon's attention with a Notice of Dispute and FCC and FTC and state consumer protection complaints (you can basically just rehash this post, though more polished, and paste the content into each complaint):
https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744
https://www.usa.gov/state-consumer
(Remember, it's cheap for them to waste your time with some low level "customer service" rep. But when your complaint takes up the time of their lawyers and regulatory people, then you're eating up actual money of theirs.)
That will escalate the issue to the right people.
And if that doesn't fix it and give you the opportunity to trade in your old device as agreed, then you can escalate it to a small claims court filing.
I'm going through this same problem. A guy name Micheal in Olive Branch stole my phone and I never recieved a credit or my phone back. Called the store and the old employees are cleaned out. Spoke to store manager Christy and it's seem as though she's giving me the run around.
Trading in the old one should be an exciting time! To learn you've not received your trade-in credit is unsettling. We're here to help. I've sent you a Private Note, please reply at your earliest convenience.
-Kia
They also stole 2 of my phones recently. I am filing a claim in court but, pretty sure the business always wins.
And all these "agents" who reply, pretending to want to resolve the problem, they dont.
This happened to me. And it took months but they eventually gave me the credit to my account. Keep calling them. I don’t remember who I talked to about this. My guess the billing department.
Start a new topic or ask questions in the open forum.
