I signed up for 2 people in my account to get the iPhone 15 and was told we would each get an $830 credit. On one line i returned the phone and the credit was issued. On the second line I used the Verizon label and dropped the phone off at a UPS Store and have a "Drop-Off package receipt" on Sept 29,2023 at 1049am. Verizon sent me a reminder to return my phone so i went to the UPS website and got a proof of delivery that it was delivered to Verizon in Ft Worth TX on Oct 4, 2023 at 1021am.
After a few weeks Verizon sent another email saying they are waiting on the phone and it could result in removing the credit. I then called Verizon customer service and after 1 hour of chatting and live agent discussion where i provided the UPS tracking number they found that the phone was delivered. I expected the problem was solved. Then i was sent another message that the phone was still not found. I called a second time and spent another hour chatting and holding on and was told they would review it. They assured me that everything was fully documented in my account.
Nothing happened and in early January 2024 i called customer support again. I repeated everything again and they claimed i never returned the phone. I offered to send a PDF of the drop off and proof of delivery and they told me customer service agents can't be sent PDFs. They asked for the tracking number and i provided it again but UPS does NOT keep tracking numbers forever so they could find it. The agent then asked me to hold for a supervisor and after 1 hour and 40 minutes of waiting i asked when this supervisor would be available and was told "i have no idea but if i hang up then nothing will happen". So i hung up and at this point and i have spent 4 hours with agents and the credit has NOT been fixed.
Is there any solution to this?. I have been a Verizon wireless customer with 4 lines for decades and i cannot believe Verizon treats customers like this.
I am going to join social media next week to discuss this issue and see how widespread this is.
I would appreciate Verizon helping to end this painful process
Wmill2927, I'm sorry to hear that after several happy decades with us there has been such a fallout with your trade in process. So we can gather more details, we will be sending a Private message.
-Melissa
Start a new topic or ask questions in the open forum.
