Trade in issue

[johnmac0614]

I am having similar issue(s) as others on this board.  I purchased a Samsung Note 20 on May 21, 2021 from one of your online reps.  I had previously tried to purchase it but was having problems with the trade in that 3 other reps tried to assure me it wouldn't be a problem.  The trade in was a Note 8 with a $799 trade in promotion to be credited monthly over 24 or 30 months. On my 4th try, the rep, Joshua, told me to not worry, that the trade in would be no problem.  He went so far as to give me his "personal Verizon work phone number" and if any problems to call or text him.  He included the Verizon trade in link in the text he sent me from that number.  I was unable to process the trade in so I called and texted him to let him know of the problem.  He ghosted me and never responded.  Several phone calls/online chats with Verizon reps regarding the issue led nowhere until June 9, 2021 when a rep ordered a return kit for the Note 8.  Told me not to worry about the grace period/window for returning the trade in and that the problem had been noted.  He said I would see the monthly credit within one-two billing cycles, apologies, apologies.  I received the return info approximately 10 days later.  I promptly boxed up my (excellent condition) Note 8 and sent it back.  After a few months I started calling about the status of the trade in.  I have spent numerous hours explaining the same story over the past 10 months to Verizon reps only to be told so sorry, you'll see the credit in one - two months to no avail.  My last communication with Verizon was Friday February 25 with Verizon rep Craig who was very apologetic and seemed very concerned with the issue.  After almost an hour on the phone with him he stated he needed to consult his supervisor and would call me back no later than an hour.  That was 12 days ago and no one has called back.   At this point I have not received the credits and I am now out a perfectly good Note 8.  As resolution, I would like the credits as promised or the Note 8 returned to me.  

[Verizonwentdownhill]

Make a complaint with the BBB. You will never see your phone back. It's gone, they sold it. Guaranteed. 

[vzw_customer_support]

I know the importance of getting to the bottom of this trade-in credit once and for all! I sincerely apologize you have been dealing with this for so long. I am sending you  a Private Note and we can offer you more personalized support.  

-Yale

[johnmac0614]

I received the private message however doesn't appear to be a way to respond to it. Pls advise

[johnmac0614]

**UPDATE**

So shortly after I posted this I received a message from Verizon wanting to resolve the issue. After several days and hours (I'm keeping this as brief as possible), Verizon verified that they did receive the note 8 last July. They offered $400 as the trade in. Let them know that wasn't the deal when I bought the new phone from last May. The deal was $800 on the trade in. I even asked them to just split the difference at $600 just so that I could be done with this mess. They had to talk to leadership. I never heard back. I then contacted again on March 11.  A couple days of back and forth and finally on March  13 a rep did the proper research and verified the 799.99 promotion on the play more plan when I bought the phone and 679.99 on the basic unlimited plan (which I just switched to for the April billing cycle) she asked if I wanted to go back to play more plan for the 799.99 promotion or keep the basic starting next month and get the 679.99 promo. I let her know I'll keep the basic and the 679.99 promo. She said 3-5 days to process and I should see the promo discount on my next bill. 8 days later, no promo discount, no communication from Verizon. March 21 I PM them again, go through the same mind numbing info and the guy says the promo was $400!?! I refer him back to the PM threads outlined above twice to which he finally says it may have to go through for the $400 and then do something else for the balance of $279. He would send the form to promo "leadership" and would take 3-5 days for approval. I balked at this based on almost a year dealing with this but was told it was the only way. It's now 6 days later and no word, communication or anything from Verizon. To recap: bought a note 20 that had a deal to trade in my note 8 for 799.99 on a play more plan or 679.99 on basic unlimited. My note 8 was received by Verizon last year. Numerous promises to resolve the issue even after"escalation" I want to hear from "leadership". I want what was promised. I'm not going to let this go.