LOST TRADE-IN

[twozerotwo]

I purchased a new iPhone back in Nov 2023 and returned my trade-in (for credit) using the UPS label Verizon provided. UPS tracking shows the the trade-in as delivered on Nov 21, 2023. It's over two months later (Jan 28, 2024) and Verizion has charged my account for the $333 trade-in value and are claiming the phone hasn't arrived at the warehouse yet.

I've spoken to several agents over the past few weeks and was assured each time that the problem was resolved and the charge will be removed. Nothing has changed. Each time the problem gets punted with no action and I've had to reach out over and over. They've suggested that I reach out to UPS and file I claim. Even though that should be their responsibility (because I used the label they provided), I've filed a claim. I've heard nothing.

Update:  gilbert (a rep) reaches out to me for info to resolve my issue. i provide it and after a couple correspondence w/ gilbert, a rep named ivone reaches out to me, asking for the same info. i tell her i'd like to talk to gilbert rather than start the process over and she tells me that i may have to interact w/ more than one rep and suggests i try the chat or call if i want to interact w/ one rep. my original post explains that i've tried those channels (several times) already, so clearly my op isn't being read. i then start the process over w/ ivone and am sent a link to authenticate my account so she can view it. the link doesn't work, which i tell them. next, a rep named joe replies telling me to try the chat.

after several weeks of dealing w/ verizon customer service, zero progress made, a lot of time wasted and frustration, and a bill w/ a $300 charge on it that i don't owe.

UPDATE 2: I reached an agent last week who assured my the problem was taken care of and the $333.28 will be auto-adjusted on my next bill. I received my new bill today and to no surprise I'm still being being billed the $333.28, so NOTHING HAS BEEN RESOLVED. What a customer service nightmare.

UPDATE 3: Verizon is now threatening to suspend service if I don't pay the $333.28 even though I was explicitly told "... I have checked the details and see that you are getting charged for the remaining device payments of $333.28 in your bill . Need not to worry at all, the charges will be auto adjusted in your next bill. I will also make the detailed notes on your account for your future reference regarding the same."

[Hendrix1975]

Are you still there ? If you check the photo I included you’ll see that my returns were tracked back to Verizon’s warehouse. 

[Hendrix1975]

 I can’t get my promotional credits because Verizon can’t find my trade ins , even when their at their own warehouse.

[Hendrix1975]

Lucky you ! Me and my wife have been dealing with the same problem since July . Verizon just doesn’t care about loyal customers .

[lore25821222]

Same thing is happening to our account. UPS has it and tracking shows it hasn’t moved, but they can not find where the  package is. Verizon tells us we have to file a claim with UPS, but ups is stating that Verizon has to be the one to file a claim since they initiated the shipping label. After all this ups is telling us we can’t file a claim ourselves because it is to late since Verizon delayed the ticket complaint process. Verizon didn’t care and was  threatening to cut our services, so we had to pay.  We have spoken to various people and no one is wanting to listen to help with this issue. We are beyond frustrated and have been customers since 1998 when Verizon was air touch. We did our part and we are being punished for someone else mistake or worse. We are in the process of writing a letter and contacting the better business bureau. Not sure if anyone can help In sharing if they have any resolution with theirs. 

[vzw_customer_support]

Hello lore25821222,

I would be concerned too if there were a problem with my return. We will be sending you a Private Note so we can help investigate this further. 

-Christopher

[COtoothfairy]

i have the same issue. I have proof of delivery from UPS and this was done in December.  It is now February and I just received a notice that I would be charged the full amount for my phone. So, the $700 "credit" I was supposed to receive for my trade-in, that they DID receive, is not happening.  Trying to call to speak to someone is a joke.  I keep getting transferred from bot to bot. I truly hope this will be resolved soon.  I may try just going to a store to see if that will be less of a pencil in the eyeball experience.

[vzw_customer_support]

Hey there, we can help you out with your trade-in. So we can better assist, we will be reaching out via Private Message.

-Lauren

[vzw_customer_support]

Hi there COtoothfairy, We want to assist with your Trade-in issue. Please respond to us, so we can help  look into this for you.  We want to help.

~Joe M