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Verizon/UPS lost trade in

I have had the worst experience with upgrading my phone. My initial order of a 15pro max and new Apple Watch was messed up and I had to replace the order over the phone. I got my new devices and returned the old ones to the UPS store with the labels and sleeves provided by Verizon. I got emails on 11.2 saying that the carrier had my devices and now Verizon is saying they don’t have the phone but got the watch and I’m not receiving the $830 promo for my phone. I have been reaching out on this issue since February and after being told the device was received I’m being told it wasn’t and that I need to go to UPS. UPS is saying they sent the devices back the same day.

this has been the worst experience as a customer and I really don’t want to be apart of Verizon at this point. It should not take all of this for an upgrade. I am starting to wonder if these missing devices are a ploy from Verizon to not have to honor the promotions or is it an inside job to get devices.

Comments

Verizon_Support

Hello, Brittpmenn. Thank you so much for reaching out to us as help is here. Upgrading should always be a fun and easy process and saving money with a promotion trade-in is always a good thing. Let's work together to get you some answers. For the device in question, did you send it in the same box as the watch? Do you have the tracking number for the UPS shipping of the device you sent to us? Just looking to get this info to start investigating it for you.

-Natasha

Brittpmenn

Hello Natasha,

I sent them separately but at the time and location. I don’t have the receipt from UPS as this was in November of 2023 that I returned it and thought all was good. The email that says the carrier has my device does not have the tracking number either.

***** Is the submission ID. ***** is the iemi number

Verizon_Support

@Brittpmenn
wrote: I sent them separately but at the time and location. I don’t have the receipt from UPS as this was in November of 2023 that I returned it and thought all was good. The email that says the carrier has my device does not have the tracking number either.

Thanks for sharing the details, so what we'll need to do is look at the account to get some more information about the items selected for trade-in. As part of that sending a Private Message.

-John

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