At this point, I’ve had to contact Customer Service at least 10 times in the past two weeks, and I’m beyond frustrated. It all started with my first order for an iPhone 16, iPhone 16 Pro, and an iWatch. Despite the payment being pending in my bank account, the order wasn’t processed. When I reached out to Customer Service, I was told by the first rep to just ignore the issue and that it would resolve itself. That didn’t happen, and I ended up in a cycle of repeatedly explaining the same problem to different reps.
After being on the phone for 1.5 hours, I finally thought things were getting resolved. The first order was canceled, and I was told I could place a new one. However, with this second order, even though I was upgrading from an iPhone 13 Pro Max to an iPhone 16 Pro and an iPhone 12 Pro Max to an iPhone 16, I never received any trade-in instructions.
I’m now stuck again, with no clear path forward. Can someone please help me resolve this once and for all? I need trade-in instructions for my upgraded phones and assurance that my order will be processed without any further issues.
Hello, mm0919. Having the ability to trade in your device is a must and help is here. We do offer a trade in site to complete the process. Please see the link below.
https://www.verizon.com/trade-in/
-Natasha
Via the link, it is giving me a lesser value than when I selected the option to upgrade my phone.
The promotion listed $1,000 for the iPhone 13 Pro Max, but the link shows only $285. Similarly, the iPhone 12 Pro Max was listed at $829.99, yet the link reflects just $210.
Thank your for following that link to review your trade-in details, mm0919. I know I would be discouraged if the values were appearing differently this time. We will need account access to take a look and see what is happening with this promotional values, as many things can affect the value. Please be on the lookout for a private message from me for help.
-Joseph
When it takes more than 10x calling customer services to solve an issue, that means your training is lacking. Do better!
I completely understand. its way past 10 times and just talked to one today that wanted to argue with me and tell my that it was a different issue to another and tried to tell me I wasn't on the plan that was paying for and could see it on my bill in black and white clear as day. still not fixed this issue started in nov 2023.
Yep! Having similar problems and after 8 days and numerous app, virtual assistant attempts 10+ and 15+ phones calls and several store visits, promises of calls back, nothing has been resolved. I had them cancel order which isn't helping. Nothing but run around and platitudes and NO real help! I've been with them for about 25 yrs. Use to be easy to talk to a person to get help. Automation is awful. It's not customer service!
I'm sorry to hear that there were so many issues with trying to upgrade your device. I hope in your 25 years with us, you haven't been through something like this before. Please let us know if we can be of assistance placing a new order.
-Melissa
This issue I posted on Verizon community is still unresolved. I called customer service when it first occurred and was assured that the promotion would be applied to my account. I even received the materials to mail my old devices. However, my latest phone bill now shows another activation fee for both phones, along with additional device payments for each. The receipt also reflects taxes, and I would like a detailed breakdown of the $222.34 charge for each phone.
Additionally, I would like to request a refund for the shipping fee, as I did not receive my phone within the promised two-day delivery window. Considering all the hassle I’ve experienced, I hope you can address these concerns promptly. Verizon needs to do better!
@mm0919 wrote: This issue I posted on Verizon community is still unresolved. I called customer service when it first occurred and was assured that t he promotion would be applied to my account. I even received the materials to mail my old devices. However, my latest phone bill now shows another activation fee for both phones, along with additional device payments for each. The receipt also reflects taxes, and I would like a detailed breakdown of the $222.34 charge for each phone. Additionally, I would like to request a refund for the shipping fee, as I did not receive my phone within the promised two-day delivery window. Considering all the hassle I’ve experienced, I hope you can address these concerns promptly. Verizon needs to do better!
mm0919, I'm glad you were able to get some new devices. I'm sorry they took a bit longer to arrive than hoped for. That's something we can look at, along with the trade-in promotions. To make sure anything you qualify for, you're able to benefit from. As part of that sending a Private Message, so we can help.
-John
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