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Hi, customer for 18 years here. I signed up for two new phones and trade ins on two of my phones on my account. offer for $700 trade in was selected for both of the phones I was replacing and order was placed. Two days later I have my new phones and everything seems great. however, in the box was a single device trade in kit.
being concerned about this, i check my account and see no evidence of one of my devices being processed for trade in. being concerned about this I visited a Verizon official store and was treated very poorly as i tried to explain my situation. without even looking at my account the representative printed out a return label that matched the one i already had and told me they will figure it out when they read IMEI. So I gullibly thought that made sense and went ahead and returned the devices.
i put both the devices in the same box and waited to see if i got confirmation. I have not in fact received any confirmation from the return center and am seeing that the phone that was processed was received when i check the device status online. still no indication that my other phone was received, processed or even scanned by the return center.
I have since then tried multiple times to have this corrected by phone and online chat. the phone call representative issued a new trade in for a completely different phone on my account that i am not trading in. the chat representative was unable to help me at all and advised that I wait two billing cycles for the credit to just magically appear.
I have a receipt from my original order that states that two phones were being traded in. Somehow when my order was processed one of those phones was removed without my acknowledgement. This is a major error of the sales software and I, the customer, am literally paying for it.
At this point I am willing to go without a phone entirely just to cancel my order while I am in my 30 day return period.
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Smerherder, this certainly sounds like a convoluted situation, but one that can be resolved without the need to cancel your order. When you initially placed the order, did you receive a Submission ID for trade in on both devices?
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yes. I did.
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image removed for private information.
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So i guess this forum is another form of non customer service that I can count on from verizon?
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guess I'll just go eat worms
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Apologies, but we have sent you a private message already, as we would need to be able to access your account in order to get a better look at these trade-ins. Please view your inbox so that we can best assist you.
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the private messges (email) i have received had time sensitive links in them.
clicking on the links to grant permission to my account did not work at the time that i tried them.
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Please rejoin us in Private Note enabling us to send a new authentication link, Smerherder. We are standing by and ready to assist.
CheyenneS_VZW
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its been two months and there is no resolution to this
i am in fact being charged for this new phone.
my old phone was never processed by the return facility
i am out $700 and a phone
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to be clear, my issue was never resolved and @vzw_customer_support told me to check back in two months to see if the credit was processed.
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Smerherder, waiting for no answer for months is not something anything wants to do, please meet us back privately so we may get this resolved. -LorenB_VZW If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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can someone please help me with this? I still am not receiving credit for the phone that I traded in.
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We want to make sure that you get the promotional trade-in credit correctly added to your account, Smerherder. Please check the status of your credit at this link (https://www.verizon.com/od/trade-in/checkStatus#/) for an update on the process. -Antonio
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Antonio, @vzw_customer_support
please elevate this to actually look at my account. the submission ID I have has never worked
as I stated in the opening of this thread, there was some sort of mistake with the sales software that dropped my Pixel 4xl off the order once it was shipped.
my order only came with one return kit and both my phones went back with it.
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We want nothing more than for you to receive the promotion you deserve! Please reply to the Private Note we are sending so we can review your account on what is going on.
-Christopher
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I messaged back within 35 minutes of your message. I am still waiting to hear from you
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To clarify, did you respond to the private note?*Stanley
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Using the computer at home the software built into Verizon will not let cancel orders or correct them even if you try. I was shopping for some ear buds on the Verizon web site logged in my account and went to cart to pay and use my credits but the software just placed the order and I still cant get any help from Verizon! I am on ignore right now waiting for them.
