Verizon promoted a trade-in "deal" that turned out to be quite frustrating. We traded in our iPhone 12 Pro Max, which was in perfect condition, mainly to upgrade for more storage. To document the entire process, we dropped it off at a UPS store as instructed and recorded the condition of the phone on video.
However, Verizon later claimed that the trade-in had a faulty battery and a cracked screenโnone of which were true. We received some communication from them attempting to explain the situation, but it was unclear, so we reached out to Verizon for clarification. They assured us that everything was "fixed," and our bill would accurately reflect this on the next statement.
To our surprise, the bill was still incorrect. After contacting Verizon again and explaining the situation, we were again assured that everything was taken care of and that we would receive full credit for the trade-in.
Yet again, the next statement showed an incorrect amount. We called customer support once more and recommended they review our previous conversation with a Verizon agent. They informed us that only Verizon could access that chat, and the agent on the phone had no way to retrieve it (who was a Verizon agent). I was stunned to hear this. We asked to speak with a manager, but, surprisingly, no one was available. We were promised a callback within 24 to 48 hours, butโpredictablyโno one followed up.
All I want is for Verizon to honor their agreement, as I have fulfilled my part of the deal. However, when it came time to finalize the trade-in, the promised value was not honored.
This has caused significant inconvenience, and I would appreciate an explanation for this discrepancy. I expected transparency and honesty in our transaction and hope to resolve this matter promptly. Unfortunately, it feels as though Verizon prefers to continue running me in circles.
Has anyone else experienced a similar issue with these transactions?
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