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trade in credit issue

So i decided to switch over to verizon from another provider solely because of their trade in credit offer of $1000 for my old phone when i started a new contract with them. I got my new phone on 09/13/2021 in store and was given a box to ship my old phone out in sometime in the next few days. i shipped my old phone out in the box provided on 09/15/2021 at 2:52 pm. tracking number: 1z90a26f9037898309 . The phone was delivered to them on 11/21/2021 at 10:54 am. It is now 12/02/2021 and when i check my trade in status it just says "pending device receipt" which its been saying since 09/13/2021. When is verizon going to reimburse me for my trade in? Every other post seems to be about verizon giving someone the runaround about trade in credits. I expected better from verizon since ive had friends and family go through them for service in the past and had nothing but good things to say so color me surprised when verizon promptly messed up. I expect verizon to make this right ASAP.

Comments

Verizon_Support

Carmen_R, thanks so much for reaching out to us abou this via this platform. I totally understand how you feel, trade-ins are crucial to your account, so I am more than happy to provide and clear up some details for you. Currently, due to all the device deal we've had for the past couple months, our warehouse has been intaking 1000s of devices on a daily basis. This is the busy time of year for us, so the warehouse is a bit backed up right now. However, the tracking proves that we do have the device in our warehouse, it just needs to be checked in on your account. This process is taking longer than normal. Also, all of offers state in the details on our website that trade-in credits take 1-3 billing cycles to reflect on your account. I truly apologize for any inconvenience this may cause, that is never the intent. Does this help shed some light on things for you?-Dia

Jmiranda

I have had the same issue. I traded mine in March 2021, I have chatted, called every way to contact. To date, I have not received no credit towards my new device.

TommyZ29

No. unfortunately it does not much shed light on my situation. We are all aware of the delays associated with the Covid related labor issues and I think most (reasonable) folks are understanding and patient.

I did the trade-in online at the Verizon website on 5/24/2021, Received the new phone 2 days later, transferred the data to the new phone, factory reset the old phone and immediately returned it using the enclosed packaging with pre-printed UPS ground shipping label provided by Verizon. I also followed the shipment tracking on the UPS website printed off the proof of delivery (see below) since the UPS shipping details are only available for shipments delivered within the last 120 days. I did wait 3 billing cycles before contacting Verizon 9/28/2021 via phone and was told "your file has been updated with this information and will be escalated to the "Trade-In Team". On 10/30/2021 I initiated an online chat with the a Verizon, explained my situation AGAIN. I was then told ... the "system" shows your $599 credit and it will be applied to the next billing cycle and you will see the credit on your November bill!". Of course, the November bill did not have the credit. So, despite your claim that "trade-in credits take 1-3 billing cycles to reflect on your account" its been 6 billing cycles and still no credit.

This is not the way to treat a 20 year customer, or any customer for that matter, especially in the highly competitive wireless market, where your competitors will be sure to take advantage of it. This is all very disappointing and, shockingly, it appears to be quite a widespread issue from all the posts I am reading in this community forum.

____________________________________________________

Tracking Number- 1Z4E9W380688698920
Service- UPS Ground
Delivered On- 06/07/2021 9:28 A.M.
Delivered To- FORT WORTH, TX, US
Received By- RETURNS CENTER
Left At- Dock

Verizon_Support

Oh, gosh! Nine months is definitely way too long to go without getting this resolved, Jmiranda. We have sent you a Private Note to best assist.-Nikki

Verizon_Support

TommyZ29,

Making sure you get the value for your trade that you are supposed to is a big deal. That's far too long to wait and we'll make sure we get to the bottom of this. I've sent you a private message. Please reply when you can so we can get more details and help.

-Andrew

wardfamilyinfo

@vzw_customer_support I have had the same issue and it's been almost a year now!

My phone was traded in back in January of this year and while the other lines we traded in have received their credits, mine has not been credited. I've gone to the store, spent hours on the phone, talked with multiple people- all to no avail. And I traded in an excellent condition XR for the 12 Pro Max, so there shouldn't have been issues. I had provided the IMEI numbers, tracking numbers, etc. to every person I have spoken with.

Please tell me how to fix this!

Carmen_R

UPDATE: 01/10/2022

Refunds/rebates still have not been applied to my account and when i check my trade in status it STILL hasn't been updated at all since 9/13/21. was told it would take 1-3 billing cycles and its been 4 now. this is getting ridiculous. something else to keep in mind: my phone was appraised at $1000 in store by an verizon employee. ill keep everybody updated of the final outcome and appraisal amount because i have a feeling verizon is going to try and give me the run around on this too.

Nikijoynoy

Did you give them your old phone already? Just curious because I have a similar problem with my trade in.

Verizon_Support

Carmen_R

We are sorry to hear that your trade in has yet to update. We will gladly take a look into this for you. I will be sending you a private note, please reply to me there

-Edward

Verizon_Support

Hi Nikijoynoy!

I'm so sorry to hear that you are having trouble with your trade in! We are here to help, and we know how important it is for this to be resolved. Can you share more details about the issue you are experiencing? I would love the opportunity to help turn this around.

-Michelle

Carmen_R

UPDATE: 02/02/2022

was told this would be resolved in 5-7 business days and it has been 2 and a half weeks since then and my device has still not been checked into Verizon's system and my trailing credits still have not been applied. funny how they can't get me my trailing credits but my bill still shows up right on time every month.

Verizon_Support

Thank you for reaching out to us. We apologizse for this ordeal and we want to make sure that you get any and all qualifying credits applied to your account. I too like to get the best deals when starting a new service and you have been working on this for too long.What type of device did you send us back? ~Roger

Carmen_R

Screenshot from 2021-12-23 13-47-48.png Screenshot from 2022-02-07 15-09-25.png Here is the current trade in status the submission id is: 828770760855755 as well as all the tracking info i took screenshots as well as printed hard copies of all of it as ups does not store tracking data past 120 days.

Ajaypals

I’m having the same issue! My device has been delivered since 2 months ago like delivered!!!
I know you guys are backed up and all and some of these have been waiting 9 months, which is a very long time!!!! But even 2 months for a device to even be checked in is a long time and raises suspicion!

And the policy has the promos are no longer valid after 30 days of device not arriving at Verizon???? So yes we are worried, especially when we cannot even get the confirmation of the device being delivered…..

I don’t work there but being in a high demand manufacturing and warehouse job myself. I think the running the show needs to be reassessed there.
At least just start checking all the devices in first just that all alone will relief stress of the suspiciousness. Not trying to be rude or anything but this is concerning especially when no one has answers and everyone is just making us run in circles…

Verizon_Support

Hello Ajaypals! We're sorry for the inconvenience. we'd love to review the situation, and make the necessary corrections. Please reply to our private note to better assist you.

~Aaron

Ajaypals

Thank you for getting back Aaron!

Fortunately I called again today and wonderful rep help me out and she stayed on the line with me for like 1 hour and worked on this for 3-4 hours after so I could do what I was doing and got back to me and got it resolved for me today!! Elme was her name.
Also I’m very happy that you also reached out means a lot thank you!!

TommyZ29

This is an update to the above trade in issue. The issue has finally been resolved after 9 months and my current bill now reflects 9 months worth of credits. Let’s hope I continue to see these credits through the remainder of the trade in contract.
I have spoken to at least 6 different customer service agents regarding this issue and I really do feel that they have always given their best effort to assist. Something is very broken in this trade in process though and I’m surprised Verizon has not properly corrected it after all this time.

Verizon_Support

It is always nice to hear when we make things right, Tommy729. Thank you for the update. We will be sure to work harder as something like this should not have taken 9 months to correct.

-George

rajat03

@vzw_customer_support
I had the same issue. since last 6 months I called so many time to Verizon. Every time they said they created new case and it will be resolved in 1 or 2 billing cycle. When I see my account after 1-2 months there was no any record found. Every time I have to explain whole scenario and this is keep going and going since last 6 months. I am really frustrated with Verizon services. Surprisingly They said they did not receive my trade in phone. And I have a E-mail from Verizon saying that thank you for Trade in your device and you will get your credit in 1-2 billing cycle. and now they don't have any such kind of record. Seriously.

Verizon_Support

rajat03, we are concerned to hear you are having issues with a trade in. Please respond to our Private Note, so we can get some more information to better assist.

*Joshua

keilahg

I'm having the same issue. I traded in my phone in April 2022. It was received by Verizon on April 6th I believe? I have yet to receive a credit as of August 7th 2022. I called customer service and I basically got a "we'll get to it eventually" response from them. It has been 4 months. That is so unacceptable. I got a new phone last week, and when they asked if I wanted to trade in my old phone I said no and kept it because I can now definitely NOT trust Verizon with my trade ins.

rmoreno70

I also had the same issue with BOGO offer. I have called several times and spent hours on the phone over several calls. I even got an email from one of the representatives (below) and I am still waiting on my trade in credit on two of the phones. This is BAIT AND SWITCH and I need help getting this resolved PLEASE or I will be forced to contact the FCC and filing a complaint. All I ask is for you to do what you and your franchisee (Best Buy) promised and promoted!!

This system does not allow for upload of image of email. Here is a cut and paste, please contact me and I can forward the email.

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