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Trade In Issue
MVCR
Member

November 2020 I got an iPhone 12 Pro 256GB by trading in my PAID OFF iPhone X 256GB. 
Received the 12 Pro, did all the set up needed and then contacted Verizon through the support chat to get the shipping label to send the phone (I have screenshots of all this). 
I sent the iPhone X whitin the time frame, I have a confirmation from the package carrier of the date, time and even a signature of whoever received the package. 
I constantly contacted Verizon through their chat support and all agents kept saying that I’d get the credit reflected on my next bill.

Almost 2 years later, it never happened.

As I said, I always contacted Verizon to understand what was going on, I did everything I could’ve done. We came up to a point where the agents didn’t know what to say, they also asked for a Submission ID that I never got. So I got the Trade In Team phone number and reached out. The agent basically said that Verizon has no information about the iPhone I sent, someone on their end didn’t process it correctly, the time frame they had to take care of this has expired - although I contacted them almost monthly - so he confirmed that I basically lost the phone I sent, mind again that this phone was completely paid off, never got the credit on my account and probably never will.

I can prove that I did everything I was supposed to do, I have many screenshots and the carrier delivery confirmation. 
I hope Verizon can find a solution for this. I do not accept the fact they can’t no longer take care of this when this issue was caused by them.

I will never do a trade in with Verizon again. Ever.

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Re: Trade In Issue
vzw_customer_support
Customer Support

We're sorry to read of your ongoing trade-in issue, MVCR. In a moment, you should receive a Private Note from us. Please reply there, so we can gather a bit more information, and look further into this issue with you.

*Gabriel

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