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I traded in my s10+ back in October 2023 and was told to wait a few billing cycles for the $800 credit to show up. The credit has not shown up and I returned to the store to inquire about it.
I was told they would look into it to see what is going on and I received no call back.
I returned a second time around March 2024 and a manager of the store informed me that they had no record of the phone being traded in. I explained it had been traded in and they had said they had similar issues before. They said they would need to check the cameras to confirm and they would call me back. Of course, I have received no call back.
Anyone have the same issue? I'm assuming there was a mistake at the time of the trade in transaction, but I am just getting the run around from the store. Please assist.
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I have had a similar experience. I returned my phone to a Verizon store and was given credit on my account but 2 months later, Verizon says they never received my phone. I called customer service, and they said to go into the store and speak with the manager. If they can't find a record of it, which they didn't, and ask them to view the security video from that day. The manager told me he cannot access the video and I would have to contact security surveillance. There would be a charge of $50 and I would need a subpoena. I asked for the phone number, and he said he couldn't give it to me because they changed the rules. Changed the rules??? Not sure what that meant, but I was not given a phone number or even an email of who to contact for the video. The manager also told me there were no records of mine for the day, even the week, from when I returned my phone. He then told me that maybe, by chance, I had misplaced it at home. Excuse me???
I am, to say the least, not happy with Verizon after being a dedicated and reliable customer for over two decades. This could all be resolved if they would just look at the video from the day I returned my phone, but apparently that is difficult to do. Now I am out $400+ and may need to spend more just to get the video to prove I returned my phone.
I am sorry that I can't help you but I can relate and hopefully more people will voice their experience so this issue can be resolved.
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We are sorry to read that you had this negative experience with your trade-in, as this is never the experience we want you to go through, and we are here to help out. To better assist you, we will be sending you a private message.
~Freddy
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Hi Freddy,
Where did you send my private message? I haven't received anything to my email or phone. Can you send it again please?
EDIT: My apologies. I just found your message in my Verizon account. I will reply there. Thank you.

