Can anyone point me to an escalation phone number, or some other way to get to a higher tier level of customer support?
I have 5 lines on my account. All had paid off iPhones. Al were on legacy shared data plans with an awesome discount. My bill was VERY reasonable for 5 lines. I traded in the paid off iPhones on all 5 lines, getting new iPhone 12s for each line, with the $699 trade-in deal. I did have to switch all of the lines from that very affordable legacy shared data plan to 5 new unlimited plans, but the sales person estimated that my new total bill would be a very reasonable increase, considering that I was getting 5 new phones, AND unlimited data.
I started this adventure back in April. Now, in July:
I've been a Verizon customer for a long time, so I am trying not to feel "bait and switched", but I now have a MUCH higher bill than I was promised, and I lost my very affordable legacy shared data plan, and Verizon has all of my old devices so I can't even resell them... now what?
Has anyone had success contacting Verizon to resolve a situation like this?
We always want you to get the discounts and promotions you qualify for. We'd like to see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.
Message sent. Thanks for offering to help. I would like to continue as a Verizon customer if we can resolve this.
Thank you for completing the first part of authentication. To finish, please provide your first and last name as it appears on your account. Then click the authentication link to get into the chatbox.
Verizon folks, I could really use your help here. This is painful.
In July, I made this post. You kindly connected me with a rep, over chat, who very slowly worked with me over >1hr of messaging to manually update my bill for the month of July.
At the beginning of August, with those manual updates, my bill came in reflecting 4 out 5 of my trade-ins, but that was better than the 2 out of 5 I started with. And I wasn't worried, since the trade in page at verizon.com/sales/digital/tradeinstatus/landing.html shows 3 of my 5 trades have been assessed, so I was willing to give it another month.
Here we are, 2 bills later, and I am back to only receiving 2 out of the 5 trade in credits.
Verizon, you have all 5 of my iPhone trade ins. I didn't need to upgrade, I had a nice low bill, and 5 working phones. Please, either credit me for all 5 of them as promised, or send me back 3 of my iPhones. My only other option is to cancel my account and go to another provider.
Daffy124, we definitely want to do everything we can to help make sure that you can get this all settled and resolved. So we can help, please send us a Private Note. Thank you! *Jose
Message sent. Thanks, Jose.
I am facing a similar issue for two trade-ins initiated in early July. The online status of my trade-ins is still not updated and does not reflect receipt of the devices. It has now been 7 weeks since my two trade-ins were successfully delivered to Verizon according to UPS. Efforts to reach Verizon have been futile and they are not offering any help to resolve the situation.
Hello again Aweis67 and thank you for providing the update. I have sent you a private message. Please reply there to continue if you have not already spoken with us by phone. -Candice
Verizon folks, I really don't understand.
How can I get that level of direct support?
I'm having the same issue. First they said they did not receive my traded in phone. Then they did and now they say my account was not eligible for promotion. My bill has increased over $250 dollars. I was told it would be decreasing with the upgrades and switching of plans. Looks like Verizon lied to a lot of people. I have been trying to get my issue resolved since June 2021. Good Luck as I've spent hours on the phone and hours chatting and no one knows anything.
Please meet me in a Private Note.*Cecile
Cecile, can you send me a note, too? I am still missing one of my trade in credits!
Daffy124, we certainly want for you to get the promotion you deserve. I have gone ahead and sent you a Private Note to discuss this further. You can also always reach any of our support teams directly at:
https://www.verizon.com/support/contact-us/
-Christine
Another month, another bill for the wrong amount.
We've finally landed on 4 out of my 5 trade-ins being correct, and one that is still missing.
Every month, I have to choose: overpay, or make time (generally 40+ minutes once I get someone on the phone, which can easily take 30 mins by itself) to call, where a very nice person who doesn't understand what the root of the problem is will credit me $29.12 for that month. But each time I make that call, I still cross my fingers and hope it will be fixed for good... and I keep that hope, right up until the next bill comes out.
Verizon friends, please, either fix my bill, or send me back my iPhone 8, so I can resell it myself.
I have a phrase that I learned through this 8 month debacle to share with the community:
"promotion fall out form"
On one of my regular (every 6 week) calls to try to get my bill addressed, I spoke with an awesome rep who had worked specifically on trade-ins in her prior role, and she looked at my history, and found that this form had never been filled out.
So for anyone else chasing a promo that was promised but not showing up on the bill, trying proposing a "promotion fall out form" on your next 888 call to Verizon.
Start a new topic or ask questions in the open forum.
