After looking through several discussion threads, it appears that Verizon has several systemic issues with their trade-in program. I traded-in a phone a few years ago without any issues, so I expected my recent trade-in to be hassle-free as well. After having been a loyal Verizon customer for nearly a decade, it is extremely disappointing to be experiencing issues with my recent trade-in. I pay over $250 monthly for a family plan and home internet, so when I was recently denied a measly $350 credit for a trade-in, the fact that I was disappointed was an understatement. For Father's Day I decided to upgrade my dad's phone from and iPhone SE to an iPhone 14. I was told by the Verizon rep that the trade-in value for the iPhone SE was $350. I used the UPS label that was sent to me on June 16th. UPS provided proof of delivery to the Verizon Return Center on July 7th, which was well within the 30-day return timeframe. After receiving an email that the credit was being denied because the phone was not received within 30 days, I contacted Verizon Customer Service. To date, I have contacted them 3 times via phone and chat to try to resolve the issue. Verizon says they have not received it, yet UPS has proof it was delivered (image attached). What am I supposed to think happened to this phone? I would hate to think that an employee at the return center stole it. Or that it is still sitting in a pile of boxes at the return center waiting to be opened. Why is the customer responsible for the mail at the return center? What is the point of using the UPS label provided by Verizon if the proof of delivery doesn't count for anything? What I do know is that I will NEVER mail in another phone for trade-in. I'd be better off selling it myself. It has been a very frustrating situation and has caused me to question if I should remain a loyal Verizon customer, especially since that loyalty is not reciprocated in even the smallest amount (as in the trade-in credit). Seems like such a simple issue with a simple solution...yet here we are.
Below are images that show the letter received from Verizon with the label information, and the proof of delivery from UPS for the same tracking number.
