Device dollars
Enthusiast - Level 1

I recently upgraded 2 phones to Samsung S21+5G with a trade in and did not notice an option to use device dollars online during checkout.   I may have missed it. 

On 6/25/21 before the phone was scheduled to be delivered on 6/28/21, I initiated a chat with a Verizon representative (Lana) asking her to help with applying the device dollars I have been collecting.  During ~30 minutes chat, when she suggested cancelling these orders, I reminded her of  the cancellation fee.  Shen then said she submitted a request to her supervisor to apply the device dollars to the transactions and said the approval would take 7 - 10 business days.  It has been 3 weeks and I have seen no communication from Verizon. 

Verizon customer service, I would appreciate if you could help look into this matter.  Thank you. 

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1 Reply
Contributor - Level 3

There is no cancelation fee. What you're thinking is a restocking fee which can be waived if you returned unopened.

Device dollars are point of sale only, there is no way to apply after your agreement was created. Supervisors have no way to apply those because Verizon doesn't do refinancing on device loans.

Being that those were supposed to deliver late last month, you're already past the 14 day return window.