trade in credit issue

[Carmen_R]

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. 

[vzw_customer_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

[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

[vzw_customer_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!

[NurseClown]

Add me to the list of everyone else getting the run around. 

I switched to Verizon and was promised $450 Bring Your Own Device credit. I brought 4 devices and the gentleman in the store stated he registered everything for the rebate and that I didn't have to do anything I would receive my credit as a prepaid card in the mail. 

A couple months later nothing so I reached out to Verizon, who stated I had 30 days to register for the rebate. I went through my emails including spam folder and nothing from them except offers to buy new devices and a friendly reminder that their offer to sell me device protection was going to expire.

HOW ABOUT A FRIENDLY REMINDER THAT MY REBATE REGISTRATION WINDOW WAS GOING TO EXPIRE??

Anyway, one rep I spoke to said he would escalate an appeal for me. I heard nothing from Verizon for a couple of weeks so I contacted Verizon again and another rep told me I have to go back to the store and speak with the salesman and that he should have a transaction number when he completed the registrations for my rebates. I contacted him and he was going to look urgently into it and get back to me. Haven't heard anything yet.

Why I am I doing all the legwork Verizon??? I shouldn't have to chase what was promised when I signed up. Verizon can check the records including the rebate offers available at the time of signing up and honor their promotion. If a registration is required within 30 days of sign up that NEEDS TO BE COMMUNICATED TO THE CUSTOMER. 

In the end this just all reflects poorly on you Verizon. And as someone who works with the public on a daily basis, I will be sure to share my experience with them. 

[vzw_customer_support]

wardfamilyinfo,

This is no way to enjoy your new iPhone. We've sent you a private message to help look into options

-Arya

[wardfamilyinfo]

Update to my above post:

A Verizon agent reached out to me today & finally found the issue... I had my phone replaced via Apple Warranty shortly after getting it. My submission ID was still somehow linked to that original phone. 

All in all, a wonderful agent named Christine was the first one SINCE JANUARY to uncover the real issue! I talked to probably 8 different reps and she was the first to notice it! 

She said that I should see all of the back credits & continued credits on next billing cycle. I will update once those come as well. 

Huge thank you to Christine! I hope you get a bonus $$$

[vzw_customer_support]

wardfamilyinfo, thanks for those kind words. You are truly the best part of Verizon.-Dia

[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.

[vzw_customer_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

[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…

 

[vzw_customer_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!! 

[vzw_customer_support]

That's good news, Ajaypals! Please don't hesitate to reach back out if you need our support again. Thanks for being part of the team!

-Joey

[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.

[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. 

[vzw_customer_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

[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. 

[vzw_customer_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