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***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Problem Not Solved: How do I escalate to a Manager or Executive level?
JLM4701
Member

Eight months ago I purchased a new Galaxy S22+ from a Verizon Store and was offered a Trade-in promotion deal on my old Galaxy S9.  Verizon gave me a shipping box and UPS label.  Nine days later, I shipped the old phone and received a UPS receipt and tracking number.  After another twelve days, there was no progress showing on "Trade Status" on my account web site.  Using my UPS Tracking Number, I obtained a "UPS Ground Proof of Delivery" document which confirmed delivery day, time and location of my package.

Over the last SEVEN MONTHS I have had NINE customer service conversations:  (abbreviated list)

1.  Wait another week and the "Trade Status" will update.

2.  Verizon is having "system errors" and trade-in credit will show on next bill.

3.  The trade-in phone was received but it was late.  Give Verizon 3-4 days to fix. Call back.

4.  Can't find the phone.  Instigated a "Lost Return Ticket".  Call back.

5.  Agrees Verizon has the trade-in phone based on UPS documents.  Promotion credits will be included on a new "reconstructed bill".  Call back.

6.  Agrees Verizon has trade-in phone based on UPS documents.  Customer service agent with manager writes a new ticket to re-apply trade-in device promotion.

7.  Agent confirms that successfully re-applied the promotion and credits will show on the next bill.

8.  Agent advised the "Promotion Correction Dept." was working on the ticket.  Agent submitted a followup "investigation ticket".  Wait 1-2 weeks.

9.  Agent says that the "Promotion Correction Dept."  has closed the ticket and denied the request.  They say they have not received the phone so I am not eligible for the promotion!!!  Agent agreed to make the case to her Manager and will call me back.  No call yet.

HOW DO I ESCALATE THIS PROBLEM TO A HIGHER LEVEL OF CUSTOMER SERVICE?

 

 

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Re: Problem Not Solved: How do I escalate to a Manager or Executive level?
Edr1971
Member

Sent you private message 

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Re: Problem Not Solved: How do I escalate to a Manager or Executive level?
JLM4701
Member

Verizon removed the email you sent.

"[email address removed per the Verizon Terms of Service]"

Thanks for trying,

Jeff

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Re: Problem Not Solved: How do I escalate to a Manager or Executive level?
Edr1971
Member

Look on Reddit November 2020 $125 device dollars

 

or 

google 

verizon executive relations ftc

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Re: Problem Not Solved: How do I escalate to a Manager or Executive level?
vzw_customer_support
Customer Support

 

 Hi! Thank you for reaching out to us. Please follow and Private Message us, so we can further assist you with your concern.     *Mabell

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