Verizon trade in program didn't work
Iriswain
Enthusiast - Level 1

I purchased the new iPhone 12 with the trade in offer that Verizon was offering 580 off when you trade in iPhone 4 or above.  I filled out the trade in info meticulously online fearing what I had heard but thought Verizon wasn’t like that.  I took of screenshot of the receipt from trade in.  Then waited for my package to send in my old phone.  I packed the phone with extra packing as Verizon supplies the very little.   I dropped the phone off at fedex taking a picture of the box at fedex.  I checked the website a few days later to see Verizon had recieved the phone.  However Verizon showed the phone as not being received.  A few weeks went by and I got an email reminding me to send in my trade in.  I called Verizon and they said they saw they had recieved the phone.  The person said you should see a credit on your account within the next billing cycle.  Fast forward two billing cycles no credit I call again and this time I’m on hold off an on for an hour with a rep who says ok I have taken care of it and you should see a credit of 75 on your next bill and 25 every month there after.  Next bill comes in no credit this time the rep says he is filing a report and I should here something in ten business days.  Next bill comes in no credit.  I thought Verizon was a legitimate company.  

38 Replies
vzw_customer_support
Customer Service Rep

I apologize for the issues and the frustration you went through as it relates to the time you spent to get the trade-in credit that was sent in and not yet been applied to your account as you were informed, Iriswain. It should have been an easier process and let me look into the credits and ensure this is taken care of. What was the exact date the Trade-In was sent to us? Can you confirm the FedEx tracking number?  Please send us a private message so we can look into all of your credit concerns.

 

Thank you,

 

Edwin_W

0 Likes
Reply
tiggerfun42
Enthusiast - Level 1

Trust me, I am having the same issue. Well they gave me a much lower credit and stated Device received not one expected.  I have talked to so many Customer Care Agents , chat agents, and on hold , being conveniently disconnected when they try to transfer me to the trade in department, where I call back and the cycle continues.  As of February 1st, I thought I had it taken care of as was told the rest of the credit adjustment would take place with the March billing cycle and tada,  it didn't.  So just today I have spent 2 hours on a chat session,  35 minutes on the phone only to be disconnected once again.   Its IMPOSSIBLE to get a live person when calling the trade in number, but I am not done, and this will most likely make them lose a 20 plus year customer.

vzw_customer_support
Customer Service Rep

We always want your trade in to run smoothly. When did you send in your device to us? Do you have your submission ID for your trade in? Do you know if an escalation was submitted for the trade in?

EllisandraC_VZW

0 Likes
Reply
Jnicole92
Newbie

I completely understand and I’m overly aggravated and disappointed in the lack of respect that Verizon has for its customers. I don’t understand why they have a program geared to swindling their own customers. I sent my phone in to them a month ago and haven’t received nothing but an email stating they didn’t receive my device. However UPS records show that they did. When I called they told me to wait on an email that never came. Judging by all the negative post on this forum I have no hope in ever receiving the funds for my device. At this point I would just like them to return my phone and I will be switching companies to someone that values my customers service and not try to swindle me. I’m aggravated and frustrated and I’m tired of being on hold with customer service agents only for the problem to not be resolved.

0 Likes
Reply
vzw_customer_support
Customer Service Rep

The last thing we want is for you to feel this way. We value each and every customer and always want to ensure the trade in process runs smoothly. We've sent you a Private Message to further assist you with your concern. ~Christian

0 Likes
Reply
TommyZ29
Newbie

I am currently going through the EXACT same scenario with Verizon. I traded in an iPhone 6 for iPhone 12 on 5/24/21, received the new  iPhone 12 two days later, packed the trade-in iPhone6 in the enclosed UPS packaging that came with the new phone, dropped it off at the UPS Store, monitored the ground shipment on the UPS tracking website, and received a proof of delivery from UPS (it was delivered to their Fort Worth, TX Returns Processing center on 06/07/2021 9:28 A.M) and  mistakenly assumed all was good with this trade-in transaction because my first two bills (June and July) were accurate. However, since the August bill I have been over-billed approximately $100.

I have contacted them two times trying to resolve this issue. The first time they said that they never received the trade-in phone and I presented them with the UPS evidence that it was delivered to them.  Eventually they acknowledged the UPS receipt and said the "Trade-In Team" will correct the problem ... which they never did! The most recent contact took place 10/30/22 when I was assured (again!) by the agent that it was an error on their part and a credit for $579.99 would be applied and "You will see this credit reflected in the next billing cycle". Just received my bill yesterday and still no credit. So dang frustrating. I guess I will be back on the phone and/or online chat ... and will probably be told the same thing again.

0 Likes
Reply
MillerCW4
Enthusiast - Level 1

I am currently experiencing a similar frustration.  On Oct 1st 2021, I traded in my iPhone 11 for an iPhone 13 Pro.  I did it all in the store. Walked out with my new iPhone 13 pro, left the iPhone 11 with the clerk after having transferred all the data to my new phone and factory resetting my old phone.  

In addition to an $800 trade-in credit, the clerk also said I would receive a $150 store credit on my bill.

It is now Nov 28th, eight weeks since the transaction.  No credit of any kind appears on my bill. 

At this point I feel I have been hoodwinked because when I checked my receipt, the only piece of paper I left with, there is no information about a trade-in or a store credit.

A friend of mine did the same trade-in deal at the same store the same day with the same clerk... she hasn't received any of the credit or trade-in credits either.

I'll contact the store again tomorrow, Nov 29th, and see what happens next.

I'm feeling tricked to the tune of $950.

snave123
Enthusiast - Level 1

 Exact same situation with me. I also had to restart order three times so they could  delay the order (conveniently decreasing the trade in value) and received three separate trade in boxes to confuse things further...each of which had different trade in values. Still no credit. Wasting so much time. Verizon used to be reliable. They will lose another 20 year customer. What a shame.

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Hello snave123! We'd hate to lose your preference, and we'd love to help you resolve this situation. Please allow us to turn this experience around. Reply to our private note to better assist you. ~Aaron

0 Likes
Reply
Fracturedskull86

No, they are only official and legitimate on paper. They use any tactic they can in order to do ambiguous business that usually works out just how you described, only normally theyfe dealing with renegging on 600 dollar trade in deals. So 75 is par for the course of making the statistics even I'm guessing. Half they can blame on FedEx, half on the customer. But of course it's never there fault. I'm going to FedEx today because Verizon said they never received it.

 

 

 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

We want this issue resolved for you ASAP.  Can you tell us more about this so that we can fully assist you?-Sean

0 Likes
Reply
MillerCW4
Enthusiast - Level 1

Absolutely, please do help me get this resolved.

As vzw_customer_support, do you have access to my email or my Verizon phone number?

Please do get in touch with me, or give me a way to contact you.

0 Likes
Reply
vzw_customer_support
Customer Service Rep

MillerCW4, we want to make sure you receive a resolution for your promotion concern. We are here for your support. We have sent you a Private Message. Can you please respond to that message? Thank you.   -Sylvia

0 Likes
Reply
Jmiranda
Enthusiast - Level 1

Hello I have the same issue, I have chatted, called contacted Verizon several ways. I shipped my trade, promised a $450 trade credit towards my new device, this all took place March 2021. Still no credit, at this point I regret moving to Verizon. I switched simply for better customer service but this is ridiculous 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

Hello Jmiranda,

 

We definitely want you to receive any promotional value you are eligible for! When you search for your trade submission here https://www.verizon.com/od/trade-in/checkStatus#/ what does it show for the status?

 

-Christopher

0 Likes
Reply
notzoHappynow
Enthusiast - Level 2

You say you want the issue resolved but this is just handling. This isn't my post but I am going through the same thing these others are and I have chatted and spoken several times to Verizon only to be told different things every time. One time that they have my trade in but the website and system just hasn't reflected that yet. Another time that I should receive the credit shortly. And then today I was told that they don't have my trade in and they have to escalate the case to the wear house for investigation. I have been a customer for years but tonight I'm trying to figure out how I can cut my losses and go to another company. If I knew a lawyer I would proceed with a case. This is robbery. I no longer have my iphone which was only a year old and worth something and I'm being duped into paying full price for an iphone I didn't need. All because I trusted the deal to upgrade for the 5G. This kind of customer service is horrific and unacceptable. 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

We never want you feeling this way.  Let's turn this around.  A private message is being sent now to assist you further.-Sean

0 Likes
Reply
Htirlea
Newbie

These are scaring me to death! I sent in two phones in the same envelope (I only received one so logically thought I was supposed to send both of the phones in one envelope). On my order screen, one has been assessed and qualifies but the other one says that I haven’t even shipped it! They are in the same envelope! If anything when they pulled up the trade in, they should have seen there was a second one and matched up the IMEI numbers. I have the receipt from the carrier that it was delivered and have been on customer service three times. Twice I’ve been told they have it but then I was told that they do not have the second one. We are a new customer so if this is how this is going to be, we might just cut our losses and go somewhere else. If they lost my other thousand dollar phone, I will be filing a police report. There is no reason that one phone should have been taken out of that envelope and the other not and matched up. I need it fixed like right now. 

0 Likes
Reply
vzw_customer_support
Customer Service Rep

No worries, Htirlea. Upon receipt of those phones in our warehouse, they will be evaluated. The device ID is what associates the phones with your device trade in submission and your account. After evaluating those phones, we will determine your eligibility for the promotion and it will be added to your account. It can take up to 10 business days for our team to update your account. Has it been more than 10 days since you sent those phones to us? 

 

-Lasina

0 Likes
Reply
vzw_customer_support
Customer Service Rep

We want to ensure you receive the assistance you need. We have sent you a private note. If still needing assistance, please respond to that note and complete the verification process. 

 

-Ebony

0 Likes
Reply