Trade in credit not being received 10 months and counting

Traded in an S21 for a S23 ultra in March 2023 based on a promotional deal Verizon offered via email. Contacted Verizon and received a mailing label to return the S21 and did so. After 3 months no credit was applied. Two succeeding chat sessions, one in May and one in Sept both assured me that the credit would be applied within 1 or 2 billing cycles. This has failed. Phone contact with customer support 11/20/2023 (Tony), indicated that the credit would be applied in 7 business days and to check back if not. Naturally no credit was applied. Second phone contact with customer service on 12/12/23 (Patrick), indicated that the issue was resolved and that it would be applied the next billing cycle. Still no joy. This is a recurring issue with Verizon and there is no indication that anything is being done to rectify this issue.

Accepted answers

DMDOEM

Thanks to the assistance of John, Deb, and Lauren the situation has been resolved and credit has been applied to my account. Thanks for your assistance.

All comments

Verizon_Support

What a terrible experience you have had DMDOEM. You have invested much time without a solution. You have reached the right team to put a fresh pair of eyes on the situation. Let's work together to find a complete resolution for the promotional trade credit. Please reply to the following Private Message to get started. We are eager to get your answers.

-Deb

DMDOEM

Thanks to the assistance of John, Deb, and Lauren the situation has been resolved and credit has been applied to my account. Thanks for your assistance.

[Deleted User]

Since the OP's issue has been resolved, this topic has been closed to new replies. If you have a similar question or issue that you wish to discuss, then please feel free to start a new conversation on the most relevant board. Thanks!