Trade In credit issue

[parthasarathik]

I'm one of the frustrated customers who is going through the Trade-in issue by verizon. I'm a new customer to Verizon that switched 2 lines from another carrier in July. 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 2 Galaxy S8s and get 2 Galaxy S21s for free for a trade-in value of $800.00 for each of my old phones(They said they would even accept if the screen is cracked) as I'm switching. 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, 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. They were received but flagged incorrectly on their end as Galaxy S8s but from different carriers than the original carrier. After follow up verizon gave me a trade in credit of $23.00 for each device. I followed up with verizon again and it was several calls to their customer service. Every time I spoke to someone, I had to explain the whole thing, they told me it will be escalated and asked me to allow up to 7 business days for a resolution. All the customer support people I spoke to said it was a mistake that they didn't apply the correct trade in value and tried to cool me off every time and said that Verizon would keep the promise. Several hours spent on the call so far and the issue wasn't resolved yet. I'm asked to write to corporate correspondence by a gentleman who I spoke today. This sounds to me like STOP calling us and we can't give your money or devices back.
Verizon can you send my old devices back? They were 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 ‌😡‌

[parthasarathik]

My issue was resolved today by a customer service agent. It was lot of wait time before I spoke to Adam, but he was right to the point as soon as I started explaining the issue. He was able to pull up the prior notes and was able to empathize with me and assured me his goal is to resolve the issue right on that call and he did it. That was just awesome! I wish I had spoken to this guy the first time I called them. It sounds to me like a training issue across the board. Some agents are able to do the right things and some are not? Anyways thank you Adam for resolving this issue.

[vzw_customer_support]

Thank you for such detailed informaton and as a valued customer, your account concerns are our concerns too. We appreciated your time and patience and for working with our representatives. We will share your awesome feedback about your recent customer service experience with our Leadership Team.

Thank you for taking the time to share your feedback with us today.-Robert C.

[vzw_customer_support]

parthasarathik, we know it is important to get the value you were expecting for your trade ins. May we ask when you you purchased your new phones and traded in the old ones? Do you have a submission ID? *Joshua

[sheilsrave]

This happened to us also.

We did a BoGo in January for iphone 12 pro Max x 2; with setting up new line.

Then on my husband's line, he did a trade in during February.

Well, there were multiple errors and I've spent hours and hours and hours of my life (i'm a frontline healthcare worker and mom of 3 elementary aged kiddos who were virtual last year-- and 2 have special needs)-- trying to get this corrected. The most they were able to finally give for the trade-in value, which should have been $500 at the time, was $125. The BoGO offer was processed incorrectly, initially and then over and over again there were errors (multiple calls to customer service). I'm so incredibly disappointed and upset. I feel gaslit and also, like a victim of fraud. *but* our whole family is on our verizon family plan (my mom, my husband, our niece) -- so I am even more concerned about the ramifications of switching carriers at this time. 

I hope that you receive more help than I did.

Good luck.

[vzw_customer_support]

We're here to help, sheilsrave!  Please send us a private note to better assist. ~Baldo

[FtWorth]

My daughter n I went to a Verizon store on Dec 24th, 2021 to upgrade her iPhone for Christmas. The salesman looked at her old iPhone and told us we could do a trade-in; told us her old phone will pay for her new phone, in full. I have the Verizon receipt verifying the information. 
We had until Jan 23rd, to return her old phone for full credit. Did not receive the shipping packet so after the holidays, I spent 3-4 days trying to speak to someone in customer service to help me. I finally posted my frustration on the Verizon Community and immediately received a message from a Verizon rep. Through private messages, my shipping packet was sent to me; I received on Jan 10th and dropped it off at a UPS store that same afternoon. I have the receipt from UPS. I have a screen shot of the tracking information stating that the phone was delivered at the  Ft Worth Verizon center the morning of Jan 11th. I was told it takes 5-7 business days to process; I would receive an email. It is Jan 24th, 2 weeks since I mailed my phone and 1 day after my trade-in phone was due to Verizon for full credit. I have not received an email and my status shows that I still need to mail in my trade-in phone.

I am hoping Verizon will resolve this and not try to tell me I have lost credit. That would be unacceptable.

[Flonuts]

same here.  as I type this I am on hold for 54min.  traded in an Apple Watch for a new one.  status on website says it was simply shipped on 12/1.  UPS says it was delivered on 12/6.  Still no credit on my account.  just once in the decade I have been with this company I would like a trade in to go smoothly.  it's insane.  

[vzw_customer_support]

FtWorth, 

We are sorry for the confusion. We want to make sure we honor any promotion you qualify for. We would love to take a look. Do you have the Submission ID for your trade-in?

-Jenelle

[Kixxis]

I too am being jerked around! For 3 months now! Verizon had a promotion back in October saying $1000 for select models of iPhones for trade in. My wife and I traded in totaling $2000 trade in credit and I have received $0. Been with Verizon for over a decade and get this kind of treatment….

[jagr21]

I have almost an identical problem. I traded in my phone to get the $800 promotional credit. It didn't show up the next billing cycle. I called customer service and they said to wait and it would  show up on the next billing cycle. So I waited. Now i am getting a credit for only $12.50 a month. Or $300 over 24 months. I never would have traded in my old phone. I want my full credit as advertised and promised.

[vzw_customer_support]

jagr21,we certainly want for you to get the promotion you deserve. I have sent you a Private Note so we may look further into this for you. 

-Christine

[mh328verizon]

I cannot believe Verizon's trickery. I just got an email saying I would receive $0 ZERO dollars for my iphone trade-in instead of the $650 promised. What a S C A M. I cannot believe it.

Customer service told me I had 30 days to ship the trade-in phone back to them...now they say they have to receive the phone in 30 days. Well, it's not my fault your prepaid shipping service that you made me use took more than two weeks to deliver the phone to you!

I am furious. I don't control FedEx. I don't control your receiving department. I shipped it on time. 

I have been with Verizon for nearly two decades. What the heck.

[vzw_customer_support]

We never want you to miss out on a credit. We would love to look further into this with you. Please send us a private message.-Joe

[FtWorth]

My trade in phone was shipped back to Verizon in the packaging and with the label provided by Verizon. The tracking # shows Verizon received the phone on Jan 11th yet my acct still shows I have not shipped the phone. 

[vzw_customer_support]

FtWorth, thank you so much for shipping back your phone to us. It can take 5-7 business days for our internal systems to fully "check in" your phone even though the shipping companies website shows it arrived to us. You will receive an email once that is done. I hope that this information is helpful. -Alicia

[Arussel88]

I’m actually scared to death of taking this deal.  My fear is I’m stuck with a 1600 phone I’m not totally thrilled with only because I was quoted an 800 credit for an iPhone 6s.  If I send in and I don’t like the quote, I can’t get my phone back.  Sure I could come on here and fight it out for 6 months but time is money…right? 

[vzw_customer_support]

We can review your account with you, and ensure that all eligibilty requirements are being met to get this value for this promotion. To allow us to do so, please leave us a Private Note here, so we can gather all the information necessary to review for this promotion.

*Robert

[Arussel88]

Where do I leave a private message? 

[vzw_customer_support]

A Private Note has (just now) been sent.
-David

[Mskisha728]

Having the same issue. Hold times 2 hours- people at the store, including manager, can’t fix it even though they tried to help. Spoke to 3 customer service agents and still waiting on the 3rd one who said he would follow up with me in a week to confirm the correction was made for the full $800 loyalty credit as the phone traded in was in excellent condition. Representative confirmed this happens all the time, but said he was completing a form for a promotion credit adjustment. Tired of calling Verizon for the same issue. Don’t want to go back to the store and wait 2 hours only to have it unresolved again.