Trade in Issue ( Phone received is changed but same IMEI ???)

[ChrisCCC]

Hello, I am looking here for help

I have a serious issue with the claim that the phone received is not the same one I sent.10-02-2021

10-02-2021

My original Samsung A71 box

I bought iPhone 13 max from the Verizon online store on September 17, including trading in my Samsung A71 for $800 credit. I shipped an Verizon Samsung A71 5G with UPS ground for a trade in (estimated to be 800$) on 9-25-2021 , When I checked online, the phone received turned into S5, but both showed the IMEI number of my A71. As far as I know, each mobile phone has a unique IMEI ID. After that, I chatted with Ariel (account specialist ) on the Internet about my problem and found that the result was to help me fix the error and received the confirmation texts it shows everything is being processed and they are adding the trade in promotion offer to your account on October 2.

But when I received the email on October 26, told me another story it shows“This is to inform you that the dispute has been denied, due to your new device was purchased outside the promo period” .

I called trade in team, She told me that two phones are the same IMEI Id, they still need check it to warehouse.

All Verizon phone IMEI information is in your company's database. You are very easy to tracking,I don't know how this happened.

I bought that A71 5G from Samsung Online Store in December 2020, I used several weeks in my Verizon account in December 2020 and January 2021, I still have my order receipt and phone box.

I trusted your company very much before and was your long-term customer.

Please let me know. Thanks

[vzw_customer_support · Accepted solution]

We are here for support, ChrisCCC, and want to ensure you get any promotional offers you are eligible for! Thank you for providing this helpful information, we would like to review your account to get started. Please send us a Private Note. *Cheyenne

[ChrisCCC]

Thanks, if you need more info, let me know 

[ChrisCCC]

Hi Cheyenne

How do you send a "Private Note"?

[KH-OrnEsh]

@ChrisCCC, 

To send a private message, click on the user's name.  This will take you to their profile.  On the profile page you will see a "message" button.  That will take you to the private message and the TO field should automatically populate in order to send the message.