Phone returned to sender
JAC86
Enthusiast - Level 1

So I remember being at the store repeatedly giving the associate my address, probably around 30 times. I have a weird wisconsin address and not all systems accept it as a valid address. Finally he says it's in. Little did I know he manipulated it to be accepted. A letter and a number were missing. 

I ordered my first 2 trade ins recently, 2 years after setting up my account. The 1000 off with a free storage upgrade without it being monthly bill credits going on for 3 years was a good deal. 

One phone was delivered. The other was returned to sender for incomplete address. I've spoken to numerous associates on chat. The first tried updating the address with UPS. It was still sent back to the Texas dock. The second assured me I'd have my phone delivered in 3-5 days. The 3rd is saying the same thing. "I made a ticket for you and I see the phone is awaiting a pickup date, you should have it in 3-5 days". 

I have updated my address on my account to the address I asked Verizon to ship my phone to on the order from when I bought it.

I ordered this on the 2nd. The first phone was delivered on the 13th. Verizon got their phone back to texas on the 15th. I keep checking back every day looking for that updated tracking number they claim will appear in a day. 

Nothing is happening. I've paid the fees and taxes. I even prepaid extra money on my account to cover the more expensive next bill. I just don't understand why they can't simply ship me a new phone.

The site is now asking my trade in to be sent by a certain day, 3 weeks from now. But after 10 days of nothing, how is this going to be possible? I don't want to pay monthly fees for a phone if I can't get the 1000 off. I can't even get the free storage upgrade from samsung anymore. I'd have to wait until next year when they roll out the S24 ultra.

My question is, why is a phone company not able to send out a phone when this happens? What is the problem here? This should really not be such a hassle. I can't even get an answer as to what is going on. I'm told over and over I'll have new tracking in a day and a phone in 3 and after that didn't happen twice, what am I supposed to assume is happening here? I'm going to cancel my order after another week if it doesn't come and just get a phone through samsung next year. 

Re: Phone returned to sender
vzw_customer_support
Customer Service Rep

We are invested in the satisfaction of our customers. Please follow and DM us if you would like assistance. *Carl

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Re: Phone returned to sender
vzw_customer_support
Customer Service Rep

Hello there. Thank you for reaching out to us. We definitely want to check on this for you. Please, do us the kindness of sending us a Private Note. 

*Faith

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