Upgraded a phone in January and was set to trade in a device for an $11.53 discount off the new line charges. Was told I would receive a box and label to trade in device. A week later I did not receive the box. Called and was told it was on its way. Two weeks later still did not receive it. After a 24 minute phone call was told again itโs on its way. Three weeks later one hour and 42 minutes on the line with a representative who told me my online profile had an issue that kept canceling out the trade-in. Was promised a call back within 48 hours because no one could figure out what the problem was. Three months later still waiting for that phone call. in the meantime, I did not pay for the 11.53 Extra per month the past 3 months and of course was also charged back for the first 2 months. Then I received late fees. Did not pay $60 and services were disconnected. Then I was charged $100 to reconnect all the lines. So now there is $235 extra in charges that should not be and I refuse to pay. So this vicious cycle just keeps going on and on where I get charged more fees and more late fees And Iโm done with this. No one cares. With Verizon 19 years and the issue lies with them and they donโt care to help. I refuse to call back and waste more of my time. After the last almost 2 hour call when I missed a client meeting at work because I was told after an hour and 20 minutes if I hung up, no one would be addressing my issue. So AT&T or T Mobile?
Hello, LaLa1978. Help is here as you definitely deserve some answers and a resolution for your trade-in. My apologies to hear of your experience as your business mean the world to us, and we would never want to see you leave us. I know it can be frustrating to pay for the device when there should be a discount associated with it, but we always want to set you up for the best success for your billing. Any promotion can be corrected and backdated to reflect any time frame where you didn't receive the promotion. Due to you not paying the bill, any reconnection fees and late fees would be applicable. Are you still looking for assistance for the trade-in materials so that we can assist in ensuring you receive your promotion?
-Natasha
Yes I am still needing assistance and I am not getting on a 2 hour phone call to resolve. I also will not be paying the late fees and reconnect fees as the calls between Verizon and myself can be reviewed to see that the error and ownus is on Verizon. If this is not resolved asap I will be taking my services elsewhere
We're sorry to read that you are still having this issue. Have you been able to send the trade in to us? ~Peter
If you read my initial message, you would know that I am still having problems. No one has ever called me back and Iโm still waiting to be assisted
Apologies for the delay, LaLa1978. I want to help turn this around. We will need account access to assist with this one. Please be on the lookout for a private message from us.
-Joseph
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