Hi everyone,
I’m hoping someone here has dealt with this or can escalate it properly.
I originally placed an order through a sales rep as part of the "switch-and-save" payoff promo, with two phones submitted for trade-in. That order had to be canceled due to a sales rep error.
Now, when I try to place a new order and use the same phone IMEI for trade-in, I get this error:
“This device has previously been submitted for trade-in under another pending order, please try with different device.”
It’s been weeks. I’ve contacted Verizon support more than 20 times via chat and phone. One rep opened a ticket, but nothing has changed. The devices are still locked in Verizon’s system even though the order was canceled.
I just need the IMEIs cleared from the old, canceled trade-in submission so I can use them on my new order. Support has given me the runaround with no resolution.
Can anyone from the Verizon team or community help get this escalated or point me in the right direction?
Thanks in advance.
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