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On November 6th of 2022, I sent my iPad Air to Verizon through UPS as part of a trade-in promotion for non-Verizon customers. I waited several weeks after I got word from Verizon that the device had been received but never got my $330 in PayPal credit.
Beginning in November and extending into the first half of 2023, I called Verizon support over 17 times, sometimes staying on the phone for over an hour explaining my predicament. I always took care to provide details such as the Submission ID, IMEI number, Order Number, Location Code, and UPS tracking number of my trade-in. I explained that I had initiated the trade-in process through the legitimate Verizon website and had even received two emails from Verizon updating the status of my order.
The result of the phone call differed each time. On two separate calls, a representative from Verizon told me that they would issue a โPayPal Escalationโ request. A few times, the representative would tell me that they simply could not help me after an hour on the phone. One representative assured me that my credit would come in $20 installments over 2 years. The week after Christmas in 2022, another operator told me that my issue was likely not unique and that she would post a query to Verizon's internal forums about it. She was the most promising lead I had in resolving my issue but I unfortunately got disconnected from her before the end of the call. On several other occasions, I also got disconnected from the phone call while being transferred to another department.
Each time, the biggest issue seemed to be that I was not a Verizon customer. Until about a year ago, I had access to a Verizon webpage that would tell me that my trade-in had been received and that it was being processed. When I click on the link to go to that page now, I am prompted to put in my Submission ID, a number that no longer yields any results.
Near the end of 2023, I went to a corporate Verizon store in Boston where I faced a similar dead-end. The store staff were baffled that I had submitted a trade-in without being a customer. They were all the more incredulous when I showed them the web page that explained that non-Verizon customers could submit trade-ins (https://www.verizon.com/support/trade-in-program-faqs/ - image attached). When they searched for the IMEI number I provided them, they found that it was linked to another person's account/trade-in.
This bizarre adventure has been going on for far too long and is more suitable for a Reddit rant than a Verizon forum post. (I had to make a Verizon account just to post to this forum.) Has anyone else ever had a similar experience? Any help with this matter would be greatly appreciated. I would much rather not resort to legal action.
~Jon

