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Lost trade in device
finfan365
Member

Has anyone ever been helped when a trade in device was received by Verizon, but never applied to the account, because it was lost?

 

The trade in dept, was investigating, trying to track down this device, but it's been two weeks, without a reply. I've tried contacting support, but informed that only the trade in dept can answer to the status.

Yet, when I try calling the trade in dept, number I go to an on hold status for a couple of hours, then simply disconnected.

If anyone has had any luck, what is the secret?

 

 

Re: Lost trade in device
wulfgar83686
Member

I have a similar problem. They said device never received but the tracking number says it was delivered. I have tried calling the number multiple times but it is never picked up. I am currently on hold in fact and it's been 53 minutes already. 

Re: Lost trade in device
finfan365
Member

I'm on hold at the moment as well. 70 minutes and counting.

 

I think whoever created the hold music was a succession fan.

 

Rest assured Verizon, I think you'll still come in second place to Facebook for no support. They don't even offer a human interaction.

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Re: Lost trade in device
vzw_customer_support
Customer Support

By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:https://www.verizonwireless.com/campaign/smauth-Corey

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Re: Lost trade in device
vzw_customer_support
Customer Support

We are glad to see that you've traded in a device and we recognize your time is valuable. I share your concerns about the trade-in and I'm happy to turn this around. Do you have a Submission ID for the trade-in? -Lorenzo

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Re: Lost trade in device
finfan365
Member

Lorenzo,

 

The submission ID is  250938428074007

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Re: Lost trade in device
vzw_customer_support
Customer Support

We appreciate the helpful information, finfan365. We want to help with this trade-in. We sent you a private note so we can continue working on this together. -Gerson

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Re: Lost trade in device
Jennafir28
Member

I am having a similar issue. I have spent hours upon hours chatting with Verizon online and I have even called the Trade-In Department. I was told by the chat team that my issue would be escalated on numerous occasions and to rest assured that my credit would be applied. They confirmed several times that my trade in was received Nov 29 2021. After several chat conversations I was given the number for the Trade-In team and spoke with Doris. She said she wanted to help and reviewed my account. Then she said they do not have my trade in as I sent the wrong device. I confirmed the UPS tracking number and then explained how I made two trade in orders and only traded in one phone, however the phone I traded in was one I wasn't currently using. Doris then said she found they do have my device and she would make sure the credit was applied to my account. She stated she would call me the next day at 1:00 my time. I never received a call back and now am once again in a loop of chats and being told to call the Trade-In Department again as they can not apply the credit. This is hours of through months of my time to no avail and they won't even return my device that they confirmed they have received. I did save all my chats that includes when and who I spoke with. I have documented the phone conversations and still have my UPS tracking number. 

This is very discouraging, and I am considering a new phone service. It is a shame because I have done nothing but talk about how great Verizon is to everyone I know. I am finding it is no longer the case.  

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Re: Lost trade in device
vzw_customer_support
Customer Support

Hello, Jennafir28! It's important you get your trade in your trade-in value, so thanks for bringing this to our attention. Your time is valuable, and we want to resolve this for you. Please check your private messages for further info. - Tracy

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Re: Lost trade in device
Jennafir28
Member

I finally did speak with someone that tried to help but they did not apply the full trade in amount they promised. I have spent many hours trying to have this resolved. 

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