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

[Mhay12]

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.

[vzw_customer_support]

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.

[Mhay12]

 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.

[vzw_customer_support]

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!