Trade in kit was not processed and promotion is not traceable

[VZshareholder]

Back in June 2021 I read an online promotion on Verizon Website. I was using AT&T at that time and the online promotion was $800 credit toward the new device and additional $300 gift card as I am maintaining the higher tier plan for the next 24 months. I called local Verizon stores to confirm the deal and told me that that's only available when I purchase it online directly. So I had no choice but had to go through via online rep. I called the online sales rep which was located in Verizon website. The guy wanted to call me with the different # later. I am unsure if that's his personal # or company phone, which usually records the conversation. I believe that’s his personal device cz it wasn’t traceable when I looked up the phone # later. Anyway, he confirmed that the promotion I mentioned all eligible, and qualified. He sent me the contract via email and didn’t go over any terms and condition nor any timeline for the trade in. He said I need to sign the contract first in order for him to submit the promotion, so I did. Paid the upfront fee and my order was submitted. He didn't send any confirmation on the promotion, so i didn't feel comfortable just relaying on his words. So I called him to get any written info, but he never called me back.

I was supposed to get the phone a few weeks later, but it got delayed, and I received the phone in the second week of Aug. I activated the phone on Aug 19th. They told me that my Trade-In request was never submitted. The sales rep didn’t do it.  Carrie sent me a link via email. I opened an email and clicked the link, and it required the promo code, which I didn't have. Nobody told me about the promo code and the submission should have done via the sales rep in behalf of me according to him per our convo. I called Verizon again to find out the promo code, and they don't know what the promo code is and had to talk to multiple ppl. But the sales rep, Mike on 8/11 clearly told me that it was on their system. Each person tried to accommodate me with a solution, but nothing happened. Someone finally escalated this to her supervisor, and we scheduled a meeting with him, but he never called me on a scheduled time. I called another service rep, and she was trying to help me as she offers a combination of a gift card and the current trade in $500 offer, but the phone got disconnected. I swear I have spent at least 20 hrs including waiting time to speak with Verizon. I still couldn't return my old phone and therefore, the $800 trade in credit hasn’t applied to my monthly bill yet, and now I am afraid that they can’t even find my original promotion and say it doesn’t apply after all. Somebody gotta help me out on this. This is ridiculous. I need to get confirmed on the $800 promotion applied, and the kit needs to be sent.  I am not going to call customer service anymore. My next step is to file a complaint with BBB about this hideous phone tag and wrongful sales practice. Wish I could cancel everything and return the original phone and done with Verizon.

6/25 spoke with Angel 

8/11 spoke with Mike an

8/19 spoke with Carrie

Multiple ppl during Sep 

10/19 spoke with Blessy - escalate to her Supervisor, Dan go by DC from Virginia

10/19 spoke with Dan briefly and scheduled a meeting at 3 pm. never called me

10/19 spoke Christal and got disconnected during the call. 

[vzw_customer_support]

We want to make sure that your concerns are addressed as needed. In order to review this further please send us a private message for review. -Jasper

[VZshareholder]

sure, i will send a private msg, who would be the recipient on the messge ? 

[VZshareholder]

I sent a private msg via vzw_customer_support.  

Please check the msg and solve the issue ASAP. I spent 6 hrs yesterday and talk with 4 different people on the phone to get a Trade-in label and no one could help me. 

[vzw_customer_support]

Great question! To confirm, you would be sending the message to us. ~David

[VZshareholder]

David, I clearly mentioned above that I sent the private msg on 19th and no one hasn't replied me yet as of 10/27th today. Also, I even visited the Verizon store, and they referred me to call customer service again. I really feel like I am completely lost. How on earth in this multi-billion business company can't even assist me to send the trade in label and how many ppl should I talk and email ? Now I am stuck with $1300 new phone with my perfectly functioning old phone which is Note 9 at home. Is this something eligible to cancel or void the entire contract, as in the company doesn't provide the trade in service and I don't get the service and promotion what I was promised at the time of the sale ? 

[vzw_customer_support]

We certainly want all of our customers that qualify for a promotion to be able to get it. We are sending a new Private Message. Please respond to us there within the message.

-Steven

[VZshareholder]

Steven, I copied and pasted the original msg and sent ti again per your request.

[vzw_customer_support]

Thank you for all the information, and we're sorry for all the trouble. We're happy to help you. Please reply to my private note to better assist you.  ~Aaron

[VZshareholder]

This is the most inefficient customer service ever, and nothing is tracking. How many times I have to repeat and speak the same msg over and over and over again.  I am not even sure if all these ppl replied to send a private msg on this thread ever read this thread or this is all robo replies ? I don't know how you guys get compensated or evaluated for the level of this lowest attention. I bet someone is going to reply this msg again - "sorry for your inconvenience and send a private msg" and no one ever will reach out. Shame on you guys and Verizon. This system is completely a failure. Verizon needs to protect customers, and our rights as a consumer are not protected at all.