Trade In credit issue with new customer

[alpanaj28]

I'm one of the frustrated customers who is going through the Trade-in issue by verizon. I'm a new customer to Verizon and switched my line from another carrier in October. It was an order that was placed through their sales team over phone. At the time of signing up for Verizon, I was told I can trade-in my Iphone x with iphone 13 pro for a trade-in value of $800.00. My phone was in perfectly good condition as I recently claimed insurance and got a new phone. Verizon had a $800 value promotion at that time for trade-ins and my old devices were in a perfect working  condition and no damages. I was told great things about the ways I can save money with this offer and they also helped me understand an estimated monthly bill. It all sounded great until I found that they didn't put in the request for the trade-in kit. I had to follow up to get the trade-in kit shipped to me. They told me to ignore the $ value shown in the trade-in kit confirmation email and the actual trade in will be $800 that was mentioned in the promotion. While I was on the phone still after 100 attempts, I told them I got the email but it didn't have any information. They said it was a glitch and asked me to ignore. I received the trade in kit and I sent them the old devices. Anyway, after follow up verizon gave me a trade in credit of $128.00. This is UNACCEPTABLE. I followed up with verizon again and it was several calls to their customer service. First, your customer service is HORRIBLE. I work in tech support so do not even get me started with wait times. I contacted them via phone, chat, email but literally no response. You DO NOT have any escalation process?? really? Is this what you call CUSTOMER SERVICE? 😣 I have spoked to 1 person so far who said it was a mistake that they didn't apply the correct trade in value and said this is beyond my capacity so let me transfer you to another agent. He "TRANSFERRED" my phone to someone who "HUNG UP" wow!  Several hours spent on the call so far and the issue wasn't resolved yet.
Verizon can you send my old device back? I can send you tracking number so you ca't say oh we don't have it. It was in good condition and definitely worth more than $23.00. Worth the starter phones for kids!! Looking at the internet, I'm not alone and there are lot of customers affected by this issue. Your systems are broken and once it's past 30 days we are locked for the contract period and you get mint money with your fake promotions.

STOP this fake promotion Verizon ‌and improve your CUSTOMER SERVICE or stop calling it CUSTOMER SERVICE because clearly its not.‌

[vzw_customer_support]

I'm definitely sorry to learn about what happened with your trade-in. I'm sure we can take a closer look into this for you, and see all the details. To do that, I will also send you a Private Note. Thanks! 

-Jordan

[vzw_customer_support · Accepted solution]

Hello again, alpanaj28! We're one step closer to accessing your account and assisting you. Please confirm receipt of this message by replying with your first and last name. Thanks again! -Jordan

[alpanaj28]

alpana jamadagni

[crystalct1]

I hope you get your issue resolved.  I recently upgraded my line from a Samsung S8 to a Samsung S21.  I was promised $800 for my phone.  The trade was initiated on December 17, 2021.  My new phone arrived on January 5, 2022 with the trade-in kit.  I sent my phone in on January 10, after factory reset and wiping it down, making it look brand new.  They received it on the 13th.  I am happy to report that today, January 24, my account reflects the full credit amount to be applied as promised.  I write this so that people will not be afraid to take these deals with Verizon.  People always post when they are frustrated and upset, but no one posts when they have a great experience.  I had a positive outcome - there are indeed some happy endings.

[vzw_customer_support]

I am so glad that everything was resolved for you. We truly want to ensure you get your promotions. I do appreciate the feedback. Thanks for being an awesome customer. -Amber

[bradk_40]

Hey on my account I have the $800.00 device trade in promo on it as I see the monthly bill is cheaper with that device trade in promo credit on it as it makes the monthly payment on the phone I have be cheaper than what it would be per month so I am a happy satisfied customer, I will be making a discussion about it to let others know how happy I am to see it reflect the monthly balance of my bill,

[vzw_customer_support]

Thank you for reaching out to us, bradk_40.  I appreciate that so much, thank you 😍. Thank you for the feedback, it is much appreciated. *Emina 

[bradk_40]

@crystalct1  I made an discussion saying this I am happy to be receiving the trade in device promo credit on my account as it reflects the monthly amount of the monthly bill to let it be less than what it would be, this is a positive discussion to let you all know what a happy and satisfied customer I am, the trade in device promo credit was done on iPhone 13 regular as I traded in an iPhone 12 regular from a different carrier, I had got it unlocked before I traded it in, on my account where the bills are at, I see in the billing description the number of monthly credits are at as it shows the number of 36 monthly trade in device promo credits at, so I am a happy customer, thank you so much Verizon for that, I am so glad to not be having to complain about it at all, and if I was to trade in my current device I have which is 13 pro max as I traded in the 13 regular, I am still glad to see that trade in device promo credit on my account to help me save on those monthly bills, I see if I was to do an early upgrade once half of the amount is paid on the phone without keeping it for those 36 months that I'd lose the credit and I'd have to start all over of paying more than what I currently have to pay, cause I sure like to upgrade when it comes to an early upgrade knowing me, 

[branm1]

Same exact experience on my end.  How can I get this resolved?  Absolutely embarrassing customer support by Verizon. 

@vzw_customer_support 

[vzw_customer_support]

We strive to provide you with a smoot experience, and we are concerned to learn about the case with your Trade-In Promotions. Let us help, please send us a Private Note, so we can take a closer look.

~Maria

[sneesern]

I am having similar issues with my trade in.  I CANNOT with Verizon anymore.  This has gone beyond ridiculous.  I have been told by every single rep it would be fixed, up until last week.  A chat rep last week told me a note on my account said it was not eligible but then a live rep on the phone told me they applied the promo incorrect and it would be fixed.  I bought the phone in January and have been dealing with this since.  Give me my credit or return my phone so I can go else-where!

[vzw_customer_support]

As a valued customer, your account concerns are our concerns too. We'd certainly regret losing you as our customer, and we'd like to continue being your wireless service provider for many more years to come.

Noting your reference about having contacted our Chat Team and customer service representative, and receiving conflicting information, is not the experience we ever want for any of our customers. We apologize.

Typically, when credits are applied to our customer's accounts, they receive a notification. There would also be a case number assigned for corrective action in this matter. Were you provided with a case number?  We'd like to help get this resolved for you.

Thank you for your patience.

-Robert C.

[brandy23]

Hello, 

I am in a similar situation, we switched to Verizon from another carrier for the same deal, we have called and used the chat option many times, we can never get through, people on the phone pretend they can no longer hear us even though we can hear them clearly, then they hang up saying they will call back with a better connection. They call back but hang up as soon as we answer so we are never able to talk. People on the chat can offer no help other than looking at your account and tell you everything that you can already see yourself on your online profile. After months of this we finally were able to talk to someone, they supposedly processed the trade in request and sent confirmation emails for the trade -in request but we still have not seen any of the credits issued on our bill. We have been dealing with this issue since January 2022 and eight months later still have no solution. 

#worstcustomerservice

[vzw_customer_support]

We want all of customers that qualify for an offer to be able to get it, brandy23. We have sent you a Private Message, we want to see what we can do to help.

-Steven

[SaraS4]

I am having the same problem, and it is MADDENING! I purchased a phone at Best Buy on our Verizon account only because there was a promotion that gave a $400 credit (confirmed by Best Buy rep as applicable to the phone being traded in). It's been 5 months of me contacting, and then re-contacting, and then contacting Verizon again. Hours of my life lost. I swear it's intentional. Every call you need to start at square one - even if I reference the previous call (date, Customer Service rep name, and outcome reached) and the promo code. And the reps move painfully slow. A conversation that should take 10 minutes max, is 45 minutes at minimum. You're not able to get to a manager, either. On my 5th call/chat today - I spent 60 minutes on the line, and for my efforts, there was no resolution. I waited an extra 20 minutes to speak with a manager, and when I was transferred, they sent me to AMC+ customer service (the streaming service!!), who sent me back to start all over with Verizon in....you guessed it, square one. AGAIN.

We switched to Verizon in January from AT&T, because their customer service is atrocious. Sadly, Verizon's is worse. This can only be seen as a breach of contract, so at this point - I'll just look to have my contract negated, give the phone back (bought under false advertising), and find another provider.

FRUSTRATING!!!!

[vzw_customer_support]

Hello, SaraS24. It's important you get the promotion when eligible, so I understand your concern about the time spent trying to resolve it. We would be saddened if you went elsewhere and can check what's happening. Please check your private messages for more info. -Tracy

[LawrenceC]

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