Trade-in scam

[AMYAND20]

I'm completely frustrated with Verizon regarding their trade-in program. I've been dealing with customer, technical support and the trade-in department since December 2016...I keep getting different answers from each person I talk to and have yet to see the rebate I was supposed to get. In November I was talked into trading in a 1-year old Samsung Galaxy S6 by a Verizon store representative for a "free iPhone 7" (I was in the store for a different issue). They assessed my S6 and stated it was in perfect condition and would qualify for the $649.99 rebate for an iPhone 7 (in good working condition, without any blemishes of any sort). The only reason I traded it in was because of the promotion. I would have never traded in a perfectly great phone except that it was an opportunity to essentially upgrade with a "free phone". I purchased the iPhone 7 on November 28th 2016 and sent back my pristine Galaxy S6 soon after receiving the prepaid box from Verizon. I would like to point out that I have been a very loyal customer for several years now, always pay my bill on time and currently have 6 devices under my plan.

I received an email on December 20th stating I was only receiving a credit for $69.00 due to "Your screen was unresponsive or had cracks or dead spots". I immediately called customer service as the Verizon store I purchased the iPhone 7 from inspected the S6 phone and agreed I would get full value. I thoroughly inspected the phone before I packaged and shipped the phone and there were absolutely no blemishes, no scratches or cracks. I was transferred from customer service to Luis in the trade-in department I was told that my phone was unresponsive when they received it. He stated the phone would not power on when they received it. At that time I explained that the phone, when it left my hands, had zero issues of any sort. He stated that they could try charging it and re-look at the phone. He said someone would get back to me in the next week. I also told him that if Verizon could not give me the full $649.99 credit that I wanted my phone back. He promised that I would be able to get my phone back if I was not satisfied with the re-assessment.

After not hearing back from Verizon after 1 week like I was told I called back on December 30th, 2016 and spoke to John in the trade-in department. He reviewed my account and stated that the phone actually was responsive but that there was a microscopic chip that could barely be seen. He stated that this could have occurred after they received the phone. He said he could over-ride the initial findings and told me he filled out paperwork so I would get the full $649.99 in the next couple billing cycles.

Beginning of February I called customer service again to inquire about the trade-in credit as I still had not seen it on my bill. The customer service representative said that it would be posted the following Monday and I would see it on the next billing cycle.

I received an email prompt with my next billing cycle on March 5th 2017 and still no credit. I called customer service immediately and spoke to Kristin to explain the situation. She looked through my account and told me that on January 18th someone posted that my phone was not eligible for the trade-in value due to a crack in the screen. She stated that my phone had a crack in the upper portion of the phone from one side to the other. I explained to her that I wanted my phone back and that I wanted the pictures that were taken of my phone. She spoke with her supervisor Ashley and told me that I would be receiving my phone back. She told me  I would receive an email prior to it being shipped out.

Ashley transferred me to Ramsey in technical support in order to obtain the pictures that Verizon took of my S6 phone.  Ramsey sent a picture to me of a Samsung phone that had a good size chip out of a phone. I explained that there is no way that was my phone, at least not how I had shipped it out. He also stated that there is no way for me to receive my phone back. Why would it take Verizon 2 1/2 months to give me a picture. The also sent me a picture of the "my box" when they received it however their are absolutely no identifiers on the box or the phone to ensure that it is my phone. Disgusting!!!!

I'm completely disgusted with the customer service I have received. After reading many feeds on the internet I feel that I am not alone in what has happened to me. It seems like a bait and switch. I sent in a perfectly good phone (cosmetically and working condition). I have been told so many different stories each time I call regarding the condition of my phone, and they all contradict each other. I was promised  from the start that I could get my phone back. All I want is full credit that I should have received or to receive my phone back.

[vzw_customer_support · Accepted solution]

AMYAND20, we want to ease your frustration and make sure that all of your concerns are addressed. For a limited time, you could trade in your device that is in good working condition. A device is considered to be in Good Working Condition when it can turn on/off, the LCD screen is free of cracks and functioning correctly. Additionally, the device and connecting ports are free of visible corrosion and water damage, the battery is present, the device and charging ports are free of cracks, dents and are not missing any pieces or chunks. I apologize. We don't have the ability to view that device from here to reappraise your device. However, I trust that the request that was submitted for you will determine the true value of your device. It generally takes up to 10 business days to complete that request. Have you been contacted by phone or did you call us back at 800-922-0204 to verify if your device was in route back to you?

LasinaH_VZW

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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[MARGRE46]

I am in the exact same situation, except mine has been going on since October, 2016.  I contact Verizon on a monthly basis to get the credit of $27.08 applied to my account and each month I am told it will be on the next bill and will be back dated to October and I will have all the credits applied....each month there is no credit.  I called on 3/10 and was told that they showed the escalated request from 2/16 and it would show the credit of $27.08 x 5 on my bill 3/12. I get the bill online today and of course, no credit.  I went to the online chat and was assured she would apply a $27.08 credit on my current bill, I even received a text saying it would be applied within 2 hours.  I waited 3 hours and went online...guess what.....NO CREDIT.  I went back to the online chat and this guy did do the credit...but I am still owed $135.40 in credit (27.08 x 5 months).  This is absolutely ridiculous to have to contact them monthly and not get anything resolved.  How about I just quit paying my bill by 135.40 next month and by 27.08 a month there after until my 24 months is up???  I was a customer with Alltel then Verizon bought them out.  I have stayed with Verizon and don't want to switch, but the service and credit issue is obsurd. 

[dacr]

I am having the same problem.  Traded in my phone in October 2016.  I received email that it was received and appraised at the full estimated value of $400.  But the monthly credits of $16.67 for 24 months never kicked in.  I call each and every month on the 13th to get my bill corrected.  Each month, I am promised and assured that it has been fixed and that I will receive all credits due.  But each and every month, still no automatic credit on bill and I call -- again and again and again and again.  Did you ever get this resolved?  Has anyone EVER gotten this problem resolved?  If so, HOW did you do it?  I am so frustrated and discouraged.  This month will be device payment number 7 and this is still screwed up.  Any advice would be greatly appreciated.  Thank you.

[ynnek0774]

We ended up filing a complaint with BBB. within 48 hours someone from Verizon called us telling us the problem was solved and sent us an email for our recorders. Looking at out next bill they did add the credit on and the back credits also but for some reason also added all the credits on to one of our other phone lines also. So I'm sure that's going to be another mess to deal with here shortly. Verizon just doesn't seem to know what they are doing in the billing dept. And customer service is just a nightmare.  File a complaint with BBB and take it from there. Hope it works out for you.

Sent from my Verizon, Samsung Galaxy smartphone

[dacr]

Thank you for replying.  I have been able to get Verizon to apply credits to my bill when I call each month.  They agree that I should be getting the promo credit and that there is a "problem" but they also assure me every month that it will be fixed the following month.  Yet, it never is.  When I look at my "estimate" of my next bill, it currently shows the higher amount due with no credit for the trade-in promotion.  The credits previously given after my calls to Customer Service have been listed under "one time charge" and not "monthly" on my statements.  Is there anyone out there that receives a credit each month for their trade in and, if so, where does it show on your bill -- as a "one time charge" or as a "monthly" charge?  Also, any hope the "estimated" next bill will be corrected when it becomes an "actual" bill?  Truly appreciate any assistance.

[Sundubious]

^ Like I previously stated... I called the Trade In Device over 10 times in 4 months via their 8004168894 phone number and each person I spoke to kept assuring me I will receive the correct credit amount in the next billing cycle and to just wait.  Never happened and it took me cancelling my account to finally speak to a representative that actually followed up personally and texted me with updates.

After 4 months I received the correct bill credits thanks to the CANCELLATION dept.

Here's how your bill should look like once you get the correct promo trade in credit applied

669.99 Promo Trade Credit 1 of 24 -$28.06

669.99 Promo Trade Credit 2 of 24 -$27.91

669.99 Promo Trade Credit 3 of 24 -$27.91

669.99 Promo Trade Credit 4 of 24 -$27.91

[sofiegofie]

dang, I just did one of these trade in deals and it wasn't until they end that they told me I had to mail it in. I asked why I could return it to a Verizon store and they said it had to be processed in the return center.

This had bells go off in my head and after some google searching I see my concerns were warranted.

This kind of practice seems to be in a class action lawsuit territory.

[vzw_customer_support]

sofiegofie We always want you to have a great experience. We do require the trade-in phone to be mailed. What this through us? DoloresK_VZW

[lanpekkle]

I traded in 5 lines in October. 1 line got credited right away. I've been calling every two weeks to try to get my credit. It's 500 per line for the iPhone 11 promo. So it's a lot of money. After 3 months, I've finally spoke to someone that was able to help me. She had to file out a lengthy form to get my credits. I provided her with tracking numbers of the phones. Finally, after 3 months, I received credits for my other 3 lines. My last line, I'm still working hard at it. I switch to Verizon to save $700 on the iPhone 11. The number of hours I spent calling Verizon is taking a toll on me mentally. If time was money, I'm in the negative. I'm still trying to calling them to fix my last line. One of my line, I was charged $49 for trading in my phone. I will have to call to have that fixed as well. Who gets charged for trading in a phone? Only at Verizon! Scam is real.

[vzw_customer_support]

We sent you a private message to discuss the pending credit. We hope to hear from you soon.

VictorC_VZW

[lanpekkle]

Thanks. I sent you a response but I will post them here as well. I like the process to be open to the public. 

vzw_customer_support   yesterday
Re: Trade-in scam 
We apologize for any inconvenience you had while trying to get the pending credits for the trade-ins. To be sure we are on the same page, tell us more. What is the status of the pending credit since the time you submitted the original post? How's everything with your Verizon service? VictorC_VZW

My response:
Still have yet to receive it. The tracking information can only be reviewed 4 four months. It looks like you're waiting until that expires then close the case without giving me the $500 trade in credit for my line ending in 0078. I have already spoke with trade-in. They filled out a form to process it. That was 3 weeks ago. Still not getting my trade in for that line. I will be filing a complaint with the Better Business Bureau then after that, I will file with small claims court. 

It has been difficult to even get to contact with the trade-in department. When I call their number it always goes to customer care. They transfer me, then it goes back to customer care again. 

Verizon has been a nightmare. Can't wait until the credits for my other lines are complete. I will be switching carriers.

[lanpekkle]

Thanks for the community team for reaching out to assist with the issue. They were able to get the trade-in team to contact me directly. I also had a BBB case open and that expedited things. The Executive relations team also help me fixed the trade-in charge of $49 on two of my lines that I never received any trade-in credit for. Finally received $500 trade-in credit for the iPhone 11 trade-in promo for all my lines. It's 4 months since Verizon received the iPhones I've traded in. I can finally use some of the time I spent calling Verizon every other week to do other things that are more productive around the house.

[vzw_customer_support]

lanpekkle we are glad to learn that you were able to get the credits that you were missing for your promotional purchase. We want to thank you for all your kind time and patience, we understand it was a lengthy process when dealing with the receiving the credit. We are here, always available, if you have any other questions or concerns. VianeyP_VZW

[Jinhaxoxo]

I am very disappointed in the trade in process that Verizon wireless has conducted on my trade in. I feel as I have been cheated and scammed. There was no damage to the screen or the device as it asked and I was offered $550 based on what I answered. The problem with the phone is not relevant to what was asked, but a very very small  crack that was supposedly on the back of the phone, above the camera lens. I was enticed by the promotional offer of $550, but received merely $101. I’d never had traded in the phone otherwise. I have been with loyal Verizon customer for many years, with multiple lines. I strongly disagree with how this was handled. How could a scratch that I fail to notice, deprecated the phone by $449. That is absurd. 

[vzw_customer_support]

Hello, we are here to aid and provide guidance in any way we can. Any physical damage does lower the trade in value of the device. Please submit inquiries to us in a Private Note.

[TOMW1]

Was told my device was worth $550.  iPhone 6 16gb.  This was 11/22/20, and website STILL shows that, 

Here's your estimated trade-in value.

$550.00

($22.92/mo. over 24 months).

Verizon gave me $12 and said the device received was different. They say it was supposed to be a 6s. No. It wasn't. Something got changed. The only difference between the 6 and the 6s is the s used a slightly heavier aluminum frame to help prevent the bending issues the 6 had (if people put them in their back pocket and sat down for example, the phones might bend a little).

Verizon's website says the 6 and 6s are both worth $550 for Trade-in. It does NOT say the 6 is worth $12 for a trade-in. I am getting scammed. Add my name to this LONG LONG list. SCAMMED!

Who will help me? Anyone? Verizon?

[vzw_customer_support]

TOMW1, we want to make sure you get the most out of the trade in. Was there any damage to the phone you traded in (cracks, liquid damage)? 

[THE_BOZES]

I wish you the best. I got messed up myself. I switched over to Verizon in Nov 2020. I was told that my iPhone X's wouldn't work with Verizon. But I could trade them in. So I did. I brought 6 lines over from Verizon. Now I am being charged for 6 brand new phones. Every-time I call the customer service number I am on hold for over an hour then get "disconnected". I went back to the store and asked for my phones back within the first two weeks so I could go back to my old carrier. They no longer have my phones and have no way of getting me replacements. They will not unlock my phones to go to another carrier until they are completely paid off. MY IPHONE X's were paid off. To top it off, the Black Friday 300 special, only applies to two phones not all 6. What a joke. I was with my last carrier for 15 years. I only switched because of better service in a few locations. Boy do I regret it. If I could ever get ahold of a verizon customer service rep, i will be canceling my account. I would rather go back to a few cruddy signal locations that deal with incompetent reps that can never get a straight answer from. Bye Bye Verizon.

[vzw_customer_support]

I'm glad to see that you have been able to get monthly credits, dacr. Any promotional credits will be noted on your bill right under the monthly device payment of the device getting the promotion. You indicate that our representative told you that your credits will be applied as of your next bill; I recommend waiting for the bill to generate and confirm if the promotion was applied.

AntonioC_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[dacr]

Thank you for your assistance.  My concern is that in My Verizon, my "Next Bill Summary" "New monthly bill" does not show the "400 Trade-in Credit Promo."  The estimate of my "New monthly bill" is the higher amount I have been billed each month since I traded in my old phone.  Since October, I have not received any Promo Credits until I have called Customer Service.  They had applied credits after I call, but it should be "automatic".  I should not have to call each and every month.  So, what is the problem and how can we fix it?  Why are the credits, when applied, shown under "One-time charges"?  The device payment is shown under "Monthly charges."  Shouldn't the "400 Trade-in Credit Promo" be shown under "Monthly charges" as well?  And why must I call each and every month to get my credit?  Why is it not automatically applied?  If you have any insight or suggestions as to how to rectify this, I would be extremely appreciative.  Thank you!