trade in issue
finfan365
Enthusiast - Level 2

Hello,

I am experiencing an odd issue with my account.

I tried upgrading a device on my account. The website said I was eligible for an upgrade for my daugher's Iphone XS, but I would need to pay off the balance due.

I paid off the phone, went through the process of adding the new iphone 14, selected upgrade and added the $800 promo to the order.

During the check out process, I am prompted to confirm eligibility for trade in, and at this point, the site tells me I do not have an Iphone XS on my account, but it still shows an old Iphone 7, with a number that was discontinued 2 years ago.

I tried manually entering the IMEI number, but receive a message stating that device is already associated with another pending trade in.  I have no other orders pending, and have not ever submitted this phone for trade in.

I would not have paid off this device early, had I known I could not trade it in.

I also have an "At your Service" ticket submitted, but after 48 hours have not heard back.

 

My main question, is how can I release this IMEI number from any pending trade ins?

Second, why is this device listed in my device list, but going through a trade in process, I am told I have no Iphone XS associated with my account.

 

 

 

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Re: trade in issue
vzw_customer_support
Customer Service Rep

Hi, finfan365. Thanks for reaching out to us with these details, in regard to your trade in concerns. Feel free to send us a Private Note for further assistance.

*Alexis

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Re: trade in issue
finfan365
Enthusiast - Level 2

Still no resolution on this. Two weeks with no help. Private messages were back and forth, until  customer service just dropped out.

 

I have an AYS ticket created a week ago, but have not received a response from anyone. {edited for privacy}

How long does it take to remove a device from a pending order, that I never placed?

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Re: trade in issue
vzw_customer_support
Customer Service Rep

Thank you for reaching out to us, my name is Adriana, and I am your customer service expert, ready to help!

It will be my pleasure to assist you today, please feel free to send us a PM if you have any questions or concerns you need assistance with.

 

 

>Adriana

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