Verizon lost my phone and refuses to help at all.

[DSchabow01]

I went into Verizon to get a new charger and the sales associate told me I was eligible to turn in my S21 for an S23 and get a $1,000 credit.  I thought it sounded great and took him up on the offer.  They didn't have the phone I wanted at the store I was at, so they sent me to another store about 10 minutes away to get it.  When I got there, there were 3 Verizon scumbags yapping with each other and no one else in the store.  I told them I was sent over and they eventually acknowledged I was alive.  They did what they had to do and gave me the new phone.  At that point I asked them to transfer the data and they told me "No, you can do that easily and bring the phone back when I was done."  I was a little ticked off because they weren't doing anything, but Verizon has always had AWFUL customer service, so I took the new phone, my phone, and went home and did the transfer.   A few days later I took the phone back to the original store and they told me I needed to drop it off at the store I got the phone, and that I should have Verizon send me prepaid package so I could just put it in there and they would ship it out.  I called Verizon, they sent me what was needed to return my old phone so I packaged it up and brought it back to the store in Rolling Meadows, IL.  They took the phone and assured me within 2 billing cycles  the credit would appear and my bill be back to where I was told.  After 4 months nothing changed and I finally reached out to Verizon and they said they never got my old phone back.  They told me I had to go back to the store and speak with them.   I travel all over the country for work, so my times get delayed sometimes if I am out of town for a few weeks or months, but I went to the store as soon as I was able to and they told me if I had dropped it off they had sent it in and that they didn't have any phones in the back.  I called Verizon and told them what was told me and they told me I needed to go back to the store again and give them the dates I dropped it off and see if they could help further, that corporate couldn't help me anymore.  I did just that and was told the exact same thing.  I am not out $1200 for a phone I never needed and am absolutely no one at Verizon is willing to help me at all.  I even asked for just partial credit toward that phone even though I did everything I was told and traveled to multiple stores, did my own information swap, and reached out for the shipping label/packaging from Verizon to make it easier.  Is there anyone at Verizon that I can speak to about this or go to at a higher level to try and get some kind of help, recognition, or file a complaint with that will make any sort of difference?  I find it funny that no one is willing to help or taking ownership of giving me an answer.  Please help.

[vzw_customer_support]

We're sorry about the problems you're having with your trade-in. The last thing we ever want is for you to have any issues sending us your package. We never want you to feel like we're not willing to provide excellent customer service, and we want to make sure no stone is left unturned while we locate your device. Please be on the lookout for a Private Message so we can better help.

~Jesse