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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!
iPhone Trade In NOT Honored By Verizon

After many hours of phone calls and many escalation tickets that have been canceled, I'm now voicing my concern here. I sent two iPhones to Verizon in May to receive two iPhone 13s as part of their promotion. However, since then I have been billed by Verizon for the new phones. I even have a submission id that states Verizon received both phones. Every time I call a customer service representative I have to replay the story, they make an escalation ticket, they promise it will be fixed, yet Verizon later cancels the ticket. When I ask to speak to a manager, they send me to the tech department and/or someone hangs up on me and never calls me back.

I've been a Verizon customer for 20 years, paid my bills on time, never complained about anything, yet somehow I'm stuck in this purgatory of paying for phones that I shouldn't have to pay for. I've also attempted to go to the Verizon store to receive help, but they say they don't help with this. It seems crazy to have to pay for a phone that I paid for via my trade in.

I've been calling since May regarding this. I'm told one thing on the phone by a service rep that the matter will be fixed, but once I hang up the escalation ticket is canceled. Below is an email I received from Verizon. However, I haven't heard back from them and when I called regarding this they said the ticket was canceled.

To our Valued Customer, We apologize for the inconvenience this has caused you. As discussed through chat, we have processed a form in order for the credits to be applied and corrected on the account. We appreciate the information you have provided. We have also documented the account including the link you have provided as reference that the trade-in devices were all recieved. Aside from this email, you will be receiving another email once the correction has been applied. After that, all the credits that was not applied on the previous month will reflect as an adjustment on your bill. We appreciate you patience and understanding on this.

Re: iPhone Trade In NOT Honored By Verizon
Customer Support

Hello, please send us a Private Note, so we can address your concerns.


Re: iPhone Trade In NOT Honored By Verizon

I check my account again and there is still no resolution or update on my promo.  Here's even a picture of my device trade in. I've removed some of the identifiers, but you can see that I've done my part to package the device and return it to Verizon.

At this point I'm guessing I need to contact the Better Business Bureau and pursue other avenues as Verizon hasn't been helpful. Please see the dates that go back to JUNE, yet I'm still paying in OCTOBER. I know that I'm not the only person with this problem.