Trade In $700 Gone
Nvwild1s
Enthusiast - Level 1

In April of 2022 I accidently destroyed my iPhone  7+ and needed a new phone. I had just received a promotional email from Verizon for a new iPhone 13 Pro Max which included a trade in of my current phone working or not. Great deal. I called Verizon and made the deal. The rep told me all was good, including the trade in and charged my credit card.

When I received the email receipt for the transaction there was no mention of a trade in. I mistakenly believed the trade in info would come separately. Nope! The rep also led me to believe that the connector on the iPhone itself was different and I needed a new charger so I bought that, too. After waiting for the trade in I called Verizon again. The rep verified the deal on the trade in and sent me a return label, No problem, right?

I dropped the phone off at a UPS store and thought all was good. Nope! My payment remained $20 too much. I checked my tracking number and found that the phone had been delivered. I called Verizon and the rep verified that they had the phone and I would have to wait one or two billing cycles for the change. Nope!

I called in again. The rep verified again and I was told that my payment was adjusted and all was good. Nope! She adjusted one payment and it went up again.  I called again. All fixed. Nope. Now they can't verify that they received the phone, too long ago.

The last time I called the rep called UPS and now my tracking number shows only that the label was created, I double checked that and that's what it says, NOW.

From call to call there is apparently no record carried over of my calls and whatever one rep says doesn't matter. My last call was dropped and I received an email that I was mistaken and I never shipped them the phone and I'm basically out of luck, thanks for being a Verizon customer.  That's going to change!

The ever changing reality  of dealing with Verizon support and the hours wasted work very nicely for Verizon. Just adds to their bottom line. Yep!

 

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Re: Trade In $700 Gone
mama23dogs
Legend

If you mail your trade in, you should take it to the post office, and ask for a counter receipt which proves that your phone package has been checked in by the Postal Service. If you did not get a counter receipt you have no proof you mailed the phone, and therefore no credits.

This is no different than mailing any other package.  You need proof you shipped.  Do you have such a receipt? 

 

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Re: Trade In $700 Gone
Nvwild1s
Enthusiast - Level 1

I shipped via UPS and got a receipt. In the months since, I've misplaced it and I'm still looking.

Two of the Verizon reps verified that the phone was received and one adjusted the bill to the correct amount and told me she fixed it. The standard line is: "Wait one or two billing cycles for the change to take effect." Works pretty good for them; eight months waiting for nothing.

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Re: Trade In $700 Gone
vzw_customer_support
Customer Service Rep

Hi, Nvwild1s. Thanks for providing those details. Can you send us a Private Note for further assistance? *Alexis

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Re: Trade In $700 Gone
Nvwild1s
Enthusiast - Level 1

I sent the note and there has been no reply.

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Re: Trade In $700 Gone
mama23dogs
Legend

You need to provide proof of shipment. If you do not have the receipt for your dropped off package then you have no proof your ship the phone and therefore no credit is given. I have done to trade-ins in the last six months. I’ve also returned several items to Amazon and in every case I save my receipt until I get my credits .

 

I sent an expensive item back to Amazon, about two months later I got a notice from them that they were doing a charge back for $368 because they never received the item back. But I had my receipt. I dug it out called Amazon gave him the tracking number and told him I still have the receipt from UPS for shipping back.  The made the credit.  
if I did not have the receipt I would not have gotten a $368 credit.