Hello, this is about the trade in issue. Last Oct 7, the Verizon representative at Costco Tracy (CA) informed me that Verizon has trade in promo for all kinds of phones. I have an existing line then that is still not in unlimited plan. And due to the trade in promo, that was $830 per line (per phone) for unlimited plus, I opt to get another line. I was trading two phones for both lines. The Verizon representative process the orders. As soon as I received the new phones, I went to Verizon representative at Costco and asked for the trade in kits. I was told it will come two weeks after. I waited and nothing came so I went back to Verizon at Costco Tracy. I was informed on Nov 9 by the Verizon representative that she was taking care of it. Again after a week I went back to Verizon at Costco Tracy to follow up, I was informed that a ticket has been raised and I should get my trade in kits within 2 weeks. 2 weeks has passed and nothing, so I opt to escalate to Verizon using chats and calls. This had happened multiple times and I always specifically said it's for trade in. Then on Dec 11, the Verizon customer support that I talked to over the phone sent me two shipping label to send the two phones for trade in. Since there was no box that came with the labels, I went to Verizon store located at Livermore (CA). I brought the two phones with me thinking that I can just drop them off there. But I was told I need to ship them. They checked both phones and I was told that they were in very good condition and both are eligible for trade ins. They gave me two trade in boxes that I can use to send both phones, which I did. Below is the information for the label associated to which order and confirmation from UPS that they had been delivered. Then when I followed up on when I will get the trade in credit reflected on my account, they are asking for submission ID. No one from all the Verizon representative that I talked to gave such information. I went again to Verizon representative at Costco Tracy, and she told me that she has not received any response from the ticket she raised. I also chatted and called Verizon support but still not getting clear response on my trade in. The last person I chatted (last night) told me that I have to follow up after Jan 2nd. However, my order will reach it's 3rd month period hence I will no longer be able to return them (Costco has special agreement with Verizon to have 90 days return policy). Verizon now have both my old phones and I am still paying the full amount for the new phones. If Verizon will not honor the Costco representative sales pitch when she sold me the trade in promo (that is I am getting $830per line meaning a total of $1660), I want Verizon to return my old phones so that I can use them and return the new phones. I am hoping this avenue will help me, I am really hoping. This has been a very painful experience for me.
