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.
I read in another thread that filling through FCC helped. All of you who are also dealing with this same issue please use the link below to file your complain. The more complain the better so that Verizon will not put another person in such stress.
https://consumercomplaints.fcc.gov/hc/en-us
(FYI, I used Phone and Billing options when I filled)
iceberg1013, we're sorry to hear that you haven't received the proper trade-in credit for your lines. We understand that this has been going on for nearly 3 months now, and want to make sure that we provide you the resolution you need. To better assist, we'll be sending a Private Message.
~Izzy
My wife and I are also experiencing issues. In September 2023, we signed up to the Unlimited Welcome plan as part of a promotion where we would receive free iPhone 15's with any iPhone trade-in. We signed up for this promotion at a Verizon kiosk within a Costco. We have been each paying toward our iPhone 15's since we started on the Unlimited Welcome plan. We would like credit for the payment we have made toward our new devices, as well as to not have to pay anything more toward them.
Hello. We are here to help with your promotion questions and concerns. To better assist, I'll be sending a Private Message, please reply to it, so we can get started.
~Maria
Start a new topic or ask questions in the open forum.
