Stolen phone

[OhioCountryGirl]

I ordered a new phone for my husband online in September. The phone was stolen from the box, and an empty package was delivered. He refused the shipment (as UPS had recommended). I called Verizon and was told it would take three days before we could order a new phone. Three days later, I chatted with support, who said it would take an additional three days for the investigation, and I should be able to order a new one in three more days. Well, my account was still not updated five days later, so I chatted with support again. Needless to say, it took two phone conversations and two chat sessions to get anything fixed. My last phone conversation ensured that my account was credited from the initial charge and that we can now order a new phone. We decided to go to our local Verizon store so we do not risk the same stolen issue. Only we find out the (stolen) device still shows up on my account. So we called AGAIN for the third time with an agent who told us that he would get this fixed and call back the next day or so. We waited over a week and had no phone call. I checked my account, which no longer shows a pending order. We went to another nearby Verizon store last Saturday and finally got a new phone. The agent was great and gave us an offer for $730 off a new iPhone 15 Pro. BUT, she cannot take his old phone as a trade-in because the trade-in was still pending on my account from the initial order over a month ago. So, we had to take the phone back home and call Verizon. I called, and I was told we could take it to a UPS store to send it back. The problem is we do not have a UPS store nearby. We can ship it back ourselves, but it can take 7-10 days, and I wanted a guarantee that we would receive the promotion that we were given in the store. We cannot take it back to our local Verizon store because it is not a main store, and they do not trust them with trade-in devices. This is an absolute absurdity because if we had not had the pending trade-in from the very first order, the Verizon store we were in could have taken it—which is a direct contradiction to what they are telling me. The other option is to take it to a main Verizon store, which is an hour away. I told the agent on the phone I would mail it back, but I want to confirm that I will still receive my discount promo given to me by the agent at the store, and she said we would. Verizon received the trade-in of the old phone within a few days. I also included a copy of my in-store receipt showing the $730 trade-in promo for reference. Yesterday, I received an email from Verizon saying the trade-in had been received for a $150 trade-in value. This entire process has been an absolute nightmare and incredibly frustrating. I will consider looking at other providers.

[vzw_customer_support]

We're sorry to hear that you're having problems with your order. The last thing we want is for you to keep having problems with your order and trade-in. We're going to send you a Private Note so we can better help.

~Jesse