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Hello community. I'm not sure how to address this issue as Verizon keeps fobbing me off with a "You'll see it on the next bill" response.
To keep a long story short, traded 3 phones which were mailed to them on 11/1. Credits started for two of them but the third phone is "missing". Shows as trade initiated on the tracker. I have called them on various occasions and even opened a support request and they are refusing to escalate this to anyone who can assist and just tell me it will be on the next bill. The last message I received from them on the SR states that the credit was issued on 11/6 and that it would appear on the upcoming bill. Surprise surprise, it did not.
So any thoughts on how to get this escalated and have them fix the issue? At what point do I write-off the $800 and report the device stolen?
Thanks for your help. This is the last time I will ever trade a device with Verizon.
Solved! Go to Correct Answer
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BritGuyUSA, thank you so much for reaching out. WE do want to make sure that you are getting all the promotions on the account. I'd love to take a closer look. So we can start that process, I have sent you a Private Note. Please respond back to that message. Thank you. -Kevin
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BritGuyUSA, thank you so much for reaching out. WE do want to make sure that you are getting all the promotions on the account. I'd love to take a closer look. So we can start that process, I have sent you a Private Note. Please respond back to that message. Thank you. -Kevin
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Just a quick update, Aaron from Verizon's social media team finally resolved the issue and the credits should be on my next bill. (If you see this, THANK YOU Aaron!) I even received an email showing that the credits would be applied, just annoying that it took 3 calls to their call center, a support ticket that was looked at by multiple people in their support team and a post to their community boards.
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Surprise, you had to reach out over social media to get any kind of resolution.
The support is incompitent, as if by design.
The website never works, the chat support is hamstrung by the website's broken functionality, the phone support takes hours and is hit-or-miss.
Even the simplest of tasks, like adding an international calling plan, or activating disney+ will take hours if not days of tech-support limbo.
TMobile at least provides good customer service.
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Thank you for your kind words about your customer service experience with our team membger, Aaron. We will share your feedback with our Leadership Team.
We apologize for the amount of time it took to resolve your account's billing concerns. Thank you for being so patient. We'll work even harder to continue earning your customer loyalty.
-Robert C.
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Are you able to provide Aaron’s contact information? I still have not received my $2400 credit ($800 per phone) and I’ve spoken to 5 representatives so far.
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Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.
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I have been waiting since the end of September/beginning of October for my remaining 3 lines to receive their promo credit applied and to be refunded for the device payments I’ve made this far. I have made more calls than I can count, put in numerous request tickets for assistance. Each time I am given a different answer or told it will be fixed and has been escalated, but here I am 4 months in and no fix. I have had to turn my autopay off to stop paying the device payments. I am beyond frustrated at this point and will be filing a formal complaint with the BBB as it seems that may be the only way I get a response to this problem.
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We are happy to review these concerns with you in depth. To allow us to do so, please leave us a Private Note here. We look forward to working with you soon!
*Robert
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I’m having the exact same problem. I’ve probably spent 10 collective hours on phone calls and chats with Verizon and no one is able to get my $33/month trade in credit applied. I traded my phone in September and I’m now in February and haven’t received a single bill credit. It is terribly frustrating.
Can someone with more authority in Verizon contact me directly to get this resolved. I am going to consider cancelling service if this is not fixed soon.
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Same here. All devices were traded in and in near perfect cosmetic and working condition.
Zero dollars per device.
Can you issue the credit as promised or return the devices to me?
Thanks,
-David
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I want to ensure your trade in concerns are thoroughly reviewed and resolved ASAP, D0cdave. I am here for support and happy to help! Please send us a Private Note for further assistance. *Cheyenne
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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.
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Same issue here. Traded in 4 phones, 2 were credited, two were not. Phones were received in Fort Worth on Aug 2 per UPS tracking. I have chatted in more times than I can count. Give me the run around, say they can't help. Tell me that they have to fix it in store. Store says they can't fix it. Online chat says to call the trade in number at 800-416-8894. Sit on hold on that number forever. I got through one time. I gave them all the information and they said they would call me the next day. No one called. Still waiting for about a $1,000 credit.
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We are happy to review your concerns with you here. To allow us to do so, please leave us a Private Note at your earliest convenience. We are always happy to assist in any way that we can!
*Robert
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I am having ANOTHER issue with receiving a trade in credit for devices. First one, was submitted in July 2021, I have the paperwork for submission but apparently Verizon never received the phone sent. They will not issue the $450 credit for the Iphone 8 traded in!!!!
Second issue is that my son traded in his Iphone 8 for a new Iphone 13. There was a promotion that a $800 credit would be issued upon receiving the phone. The phone was received by Verizon on 2/3/22 and has yet to be assessed. I have contacted Verizon multiple times to be told that it should be a few more days for assessment. Well today 3/30/22, I contacted Verizon again and the customer service rep told me that the paperwork submitted by the store agent shows an Iphone6s, not an Iphone 8 and that they would not honor the submission unless the paperwork was corrected. I contacted my store agents and told them the issue. They stated that Verizon has a grouping of phones when you submit that range from Iphone6 to Iphone8 and that this should not be an issue for the credit.
I am beyond frustrated with Verizon! The phone was received by you! Honor the submission and give me my credit due! I already lost one $450 credit last year and will not accept another loss!!!!!
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We always want you to get any promotion you qualify for. Let's get to the bottom of this. Please send us a Private Note for assistance.*Melissa
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Dealing with this myself.....initiated trade-in 9/19/21, it was received 10/6/21. Website shows (saved screen shots) of $800 credit. And yet it never get applied or actually credited. I keep getting lied to that it'll be 2-3 cycles from now (amazing how quick they are to start charging, but somehow credits take months). I'm also looking to file small claims court or BBB. For the Verizon rep who wants to get to the bottom of this, I want a supervisors contact info. Because your customer service starts you at base level and can't escalate. I should have official case number but I never get that - just Call Id's. I have lost all trust and faith in this company. Which is too bad cuz you've been my provider since 1999. But this is the thanks I get. My daughter needs new phone and looking at other providers to switch us all. This is predatory and unethical. And surely illegal too as it must constitute fraud to do this repeatedly. Honor your commitments.
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We always want you being credited correctly. A private message is being sent to assist you further.
-Sean
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Not only have we not received credit for traded device, we were promised gift cards to make up for paying off our devices early with our previous carrier. I got on Chat and on the phone today to check and they told me I needed to submit something online for a rebate. The promo code they gave me says that I'm out of the time period that I can submit, so now I guess I'm out of luck with that deal. I never received an email to do this, and now I'm stuck with Verizon when I should've just stayed with my last carrier.
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I would be just as upset over not getting the rebate, JTipton443. I'm so sorry. Do you know when it expired? Was anything offered as a resolution?
-Vanessa
