Trade in Lost

[kaylamo]

April 11th, did a trade in at the Boston store on Boylston.  All seemed to go fine.   Two weeks later when I dropped off the older phone for trade in they said that it wasn't in their system.  The sales representative made an error.  We called Verizon customer service and got a label to mail in the old phone.  However I haven't received credit for the trade in.  I called two weeks ago and I thought it was resolved but now I received an updated bill saying that my trade in value is $0 instead of the @$23.06.  The email said the device wasn't active on the trade in day.  However, it was.  It was used until the day we traded it in.  When I called customer service again, they again didn't have the informaition on the phone.  I am beyond frustrated.  

[vzw_customer_support]

We are here to support you. Sending you a private message now.

-Cryssie

[kaylamo]

I don't see a message.  

[vzw_customer_support]

I'm sorry that it was not received, I am sending a new message now.

-Kaye

[jahanzaibzabi12]

That’s really frustrating. If your phone was active on trade-in day, it definitely shouldn't show $0. I’d suggest double-checking the IMEI and making sure it matches what Verizon has on file. Also, ask customer service for a case number so you can track everything. If it doesn’t get resolved, try following up at the store or filing a complaint through the Verizon app. Hope you get the credit you deserve.

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the trade-in promotional value issue has been resolved. If you’ve been having issues with receiving the full promotional value, some common issues can include these items. Not meeting the promotional requirements of the offer. An error with the promotion system. Or the redemption process hasn’t been completed.

For anyone who has a device promotional issue, we recommend reviewing our Device Deals & Promotional FAQ: https://www.verizon.com/support/device-deals-faqs/

If you need assistance with a similar issue, please contact us for help.   

-John