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Missing Trade in Credit - Told to wait 2 Billing Cycles
Agonzalez26
Member

Hello,

 

Wanted to see if anyone else had a similar issue receiving trade in credit. I opened a new family plan with 4 lines. Each line preordered a IPhone 14 Pro Max and traded in their old device. As the IPhones came in I mailed in the trade in devices. Each time I received an email confirming the carrier had the devices and “Your account has been credited. If the device received does not match the trade-in requirements, your trade-in credit will be adjusted.” Process went smooth for 3 out of the 4 orders. The credit showed in my account before the phone was assessed and within a week, I received an email confirming phone was assessed.

 

For the very last phone I had issues since order date. Order went through fine, and I received an email confirming my IPhone 14 Pro Max preorder and trade in. However, when I check my Verizon it showed no trade in. I called support who stated it was a glitch and they would cancel and reorder. The new order they processed was for the wrong phone (IPhone 14 Pro) I pointed this out and they cancelled that order and re processed it again this time for the correct phone with the trade in.

 

The new phone was received on 10/05 and trade in mailed 10/06. I reached out to Verizon last week when I noticed I still had no credit and was told the phone would be assessed by 10/24 and for me to wait 2 billing cycles to receive credit. I questioned why this trade in credit was taking so long compared to my other 3 trade ins and pointed out the email I received on 10/6 said my account was credited. I was told it was policy to wait 2 billing cycles. I never received an email the phone was assessed and followed back up on 10/27. Again, I was told to not worry and just wait 2 billing cycles then call them back about the missing credit.

 

Doesn’t make sense why 1 of 4 would take 2 months to receive credit. With so many issues with this order already I’m worried there’s some other “glitch” and they just telling me wait 2 months to see if it works itself out. In the meantime this line is forced to pay full monthly payments on the new phone.

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Re: Missing Trade in Credit - Told to wait 2 Billing Cycles
vzw_customer_support
Customer Support

Hello! Thank you for reaching out to us! We can take a look at the account to see what happened with that trade an get it corrected. I know first hand how beneficial it is to have that promo take effect. We'll just need access to proceed. How does that sound?

*Angela

Re: Missing Trade in Credit - Told to wait 2 Billing Cycles
Agonzalez26
Member

Any help would be appreciated, feel free to access my account to investigate. Thank you 

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Re: Missing Trade in Credit - Told to wait 2 Billing Cycles
vzw_customer_support
Customer Support

Good morning! Thank you for reaching out about an expected trade-in credit. Getting the promotion that you signed up for is key. I'd be happy to help check on the details. To move forward with account access, I will send you a Private Note shortly. 

-Gina

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