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Trade-in Promo not honored

I've been with verizon for over 14 years. We tried to upgrade our iphones in late December because they had a trade-in promo going on. You purchase the phones and then trade in your old ones for a 36month discout on your bill. We purchased the phones and were supposed to get boxes to trade them in. After calling and supposedly having the boxes sent again to us (twice), now Verizon is claiming they don't have any record of our trade-in/upgrade. Weird because they charged us the $35 activation fee. Now we are out over $2000 that we spent on new phones and no deduction on our bill. We can't get anyone to call us back. They said we are supposed to send our phones in and we 'might' get some trade in value but they can't guarantee anything. Has this happened to anyone else? Any resolution or help here?

Comments

Verizon_Support

We are sorry to read that you had this negative experience with your trades, as this is never what we want for any of our customers, especially after all of these years with us. When did you ship the devices back? Did you receive a confirmation that they were received?

~Freddy

maxmobiles

Horror, this is a really scary story, it looks like a bug in the system, I think such a serious company as Verizon will deal with this problem very quickly.
I wish that everything ends well for you and without nerves!

LBrunner1

I didn't ship them back because verizon never sent the send in boxes as promised. We were supposed to receive them with our new phones, but never did. After contacting your customer service (spending over 5 hours total on hold throughout our phone calls) they said they sent them 3 separate times but never did. It was all a lie. Then the 4th time we called the representative claimed verizon messed up and the best we could hope for was to send in devices with the hope that we would get 'some' money back but couldn't specify how much and wouldn't be the amount promised as part of the program. I've even registered a complaint with the FTC and am debating small claims court at this point.

LBrunner1

You'd think but they keep passing us along to different representatives who say they don't have the authority to send us trade in boxes or claim they did (but then there is no record of it). They also say they will get a manager to call us back but it has never happened. Thank you for your wishes. I hope it ends well for us too! Loyalty means nothing anymore.

SynthpopAddict

I don't know why it is such a problem for Verizon reps to send a "return kit" to customers, but have you checked your My Verizon account to see if you can print a shipping label yourself? If you never returned the trade-ins, then you can't get a trade-in credit.

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