I don't know how to send a private note either. I ended up having to drive to 2 different stores both an hour away to exchange it for a lower memory model since the identical phone is backordered. I spent 4 hours at the last store. However, the person there was trying his best to help me. It seems their system is way too restrictive for employees to help customers and the online, phone and chat reps have no clue how the system truly operates and make a lot of false promises.
I recommend going into the store and make sure it's a corporate/company store because authorized resale store can't access certain parts of your account. Yet another ridiculous thing- I actually went to what I thought was a Verizon store only to find out I needed to go to a corporate store. The first corporate store did not have any samsung phones in stock thus my drive to the 2nd corporate store. Tried to call first to see if in stock but every store number sends you to 1800 number due to "COVID"
The exchange actually ended up dropping my $800 trade in promo credit off my account and the manager at the store had no way to add it back on. I had actually anticipated this would happen because the trade in agreement says exchanges would do that and I figured the lower memory model had a different barcode. So I had mentioned it to him because I spoke with a chat representative who "ASSURED" me this would not happen. The manager was like oh it will definitely do that because of how the system is set up.. He had to call his tech team several times for issues. They say it's back on there but I'll believe it when I see the credit on my bill. I'm sure that will be my next battle.
It's exhausting and horrible customer service. I hope you can get some answers soon.
