Extremely frustrated and angry I was not given the trade in value I was promised at the time of new purchased note phone
Mhay12
Newbie

I am a fulltime educator and a caregiver for individuals with severe disabilities who are also medically fragile. Very stressful, especially in these times of the Covid pandemic. I do not really have all this "extra time" that I have already spent on my phone talking to Verizon numerous times to get this cleared up.

I just received an email from Verizon about my phone trade in value and I am extremely angry with the amount I was given ($144.00) as it was not what I was promised at the time and the offer that was being given to me at the time I made my new phone purchase. I was told  I would receive $440. trade in value for my phone once it was returned and that was the offer that was given to me.

I spoke to a Verizon customer service person who made notes in my account as well as a live chat I had with a Verizon person, both saying I would receive the $440. trade in offer. My phone that I traded in was in mint condition, worked fine, no scratches, etc. 

Also, there was a huge problem on Verizon's end as to when they verified receiving it. Every time I called, numerous times, they said they had not received it and I continued to get emails telling me to send in my old phone for the trade in. I mailed it immediately upon receiving the return box from Verizon and my UPS tracking number clearly verifies that they received  it on January 18th 8:34 a.m. which was well within the time frame of my trade in offer of $440.00 

I have also have a copy of the live chat I had with a Verizon customer service person on Jan 3 as well as talking on the phone to a Verizon representative who made notes in my account as to our conversation and the trade in offer of $440. 00  The $144. 00 trade in value Verizon gave me is NOT what I was promised at the time I bought the new phone. I am tired of calling and being put on hold by numerous Verizon people. I am hoping I can talk to  a supervisor to clear this matter up, but not sure if I can find the time after all of the hours I have already spent. 

I have been with Verizon for a very long time and been very loyal to them, and this is how I am being treated and given the runaround.

 

 

 

 

 

 

 

 

 

 

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Re: Extremely frustrated and angry I was not given the trade in
vzw_customer_support
Customer Service Rep

We want to make sure we have all the details to make sure everything is correct and that you can take full advantage of this promotional Trade-In.  A private message has been sent to assist you further.

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Re: Extremely frustrated and angry I was not given the trade in
Mhay12
Newbie
 I finally got a hold of someone at Verizon and they were able to make the adjustments and give me the promised trade-in value of $440. over the 30 month contract.
 
Thank you for checking back with me, I do appreciate it.
 
 
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Re: Extremely frustrated and angry I was not given the trade in
vzw_customer_support
Customer Service Rep

Nice! We are glad to read you were able to get a hold of someone at Verizon that provided the support you deserve. We are also happy to see the promise trade-in value was honored.

 

You are very welcome, it was our pleasure to follow up.

 

We want to take this moment to promote our My Verizon application: https://www.verizonwireless.com/solutions-and-services/my-verizon-mobile/. It is the quick, easy and convenient way to monitor and manage your account. Anything, from device updates to plan / feature changes to usage / invoice / payment details, is available in the palm of your hand.

 

Have a great weekend!

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