Phone credit
Thandi2020
Enthusiast - Level 1

I got an email from Verizon that they are taking away my phone credit because they have not received the phone I traded in. 
I did my part by turning in  the phone to UPS the rest is not my responsibility. Clearly someone is not doing their job at Verizon to ensure the phones are delivered and now y’all decided to blame customers for it. It’s so annoying and frustrating. I am going back to TMobile 

Re: Phone credit
vzw_customer_support
Customer Service Rep

Hello! We are here to help with your Trade-In questions and concerns. To better assist, I'll be sending a Private Message, please reply to it, so we can get started. 

~Maria

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Re: Phone credit
Bkbati
Enthusiast - Level 2

Good luck! This happened to one of the phones

on my plan. Husband called every month , every single rep wrote their notes, one gave us a credit one time to match the over charges each from the past months, then said it’ll never happen again. Well, guess what, it’s still happening, we’re still calling, it’s been a YEAR and they “never received” the traded in phone. I know exactly what happened, they got it and flipped it so fast to another customer it probably never got inventoried correctly. It’s been ridiculous because we traded in our other two phones and had no issues at all. 

Re: Phone credit
vzw_customer_support
Customer Service Rep

 

We ant you to have a great trade in experience everytime bkbati. Let's review this together. Did you have a tracking number for this trade in? What promotion was this for?-Joe

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Re: Phone credit
Bkbati
Enthusiast - Level 2

Hi Joe, there is no tracking number anymore because this was a trade in promo from 2022. We called every month after the 3rd trade in was reversed for never receiving the phone, even though the receipt picture was emailed to customer service. The trade in promo agreement number was 1585522721 . We had thought the problem was FINALLY solved when another customer service rep after our latest call gave us a $134 inconvenience credit on our July 2023 bill, and said the remaining $154 that were supposed to be in the credits would be added in and the REMAINING trade in promo credits would be honored from that point on, and they never were. And every time we speak to a new rep, they can never see the previous notes from the last calls. So there have been 20/36 payments made so far, and minus the $134 credit, we’re still waiting on the promise. 

Re: Phone credit
vzw_customer_support
Customer Service Rep

Thank you so much for that information regarding your trade, Bkbati. To better assist, we'll be sending a Private Message.👍

~Izzy

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