Absolutely disgusted!
Izerio
Newbie

I would like to start by saying I have been a Verizon customer for 10 years and I am completely in disbelief at the way Verizon is handling my online trade. I traded my wifes phone (Galaxy Note9)  for an S22+ back in March of 2022 through an online promotion valued at $800. I received the new S22+ from Verizon but I did NOT receive a return shipping label, I contacted Verizon to let them know I needed that label in order to send the old Note9 back to them. Here's where things get rediculous, I went months without seeing ANY trade in credits to my account and time went on. Eventually I noticed my bill wasn't changing so I contacted Verizon customer service back and forth over the course of 2 months spending well over 6 hours on phone speaking with multiple different employees I finally found a gentleman that understood my scenario and he was able to track down my Note9 that I shipped to Verizon for the trade and verified it was received. Once we figured everything out the employee placed a claim through Verizons "promotions" department and told me they would keep in touch and that this case should not be an issue. Fast forward to a couple weeks ago I contacted customer service yet again, however this time was different  and I was told my claim with promotions has been denied citing my phone plan does not warrant trade in deals which I find COMPLETELY REDICULOUS! How on earth is it possible for Verizon to approve a phone trade in online then send me a new phone and then proceed to tell me my plan doesn't warrant trade ins AFTER THE FACT THEY SENT ME A NEW PHONE  TOOK MY OLD PHONE BACK!? After speaking with yet another employee I was told they would place another claim through Verizon promotions department, I asked the employee if I can speak to a manager with no avail and asked to speak with any representative in the promotions department but was told they do not have a number to call which I find hard to believe. If Verizon decides to credit me the $800 I will continue to be a customer, however if this credit is not applied to my account I will be very upset and would leave Verizon after the phone has been paid off and I will speaking with my attorney to recover my loss of the traded in phone that I was told I cannot get back. 

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Re: Absolutely disgusted!
vzw_customer_support
Customer Service Rep

 

We are always here and ready to assist with all of your concerns at a moments notice. Please reach out to us in Private Messag, andd we can address all of your issues directly! We do look forward to hearing from you! *Jorge

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Re: Absolutely disgusted!
Izerio
Newbie

Yes I would like to discuss this issue furthermore, what is your contact when I send a private message? 

 

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Re: Absolutely disgusted!
vzw_customer_support
Customer Service Rep

Izerio,

 

I want to get to the bottom of things and I appreciate you confirming here. I've sent you a private message. Please reply when you can so we can further assist. 

 

-Andrew

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