Ordered new phones for 2 lines in November 26, 2022. Mailed in old phones for trade in December 6th. Verizon sent an email on December 9th saying the package was received. One phone was assessed and the other is still showing received but still being evaluated. Got a credit on my bill due at the end of January for both phones. Fast forward to this morning (February 1, 2023) and I received an email that they never received my phone and that I had to pay back my credit given on the last bill. WHAT??!!??!?!?
Chatted with a representative (V) who told me that they were going to submit a case review. his would take 10-14 business days to be completed and if approved I will see the retroactive credits on my bill in 1-2 billing cycles. When I asked how I can check the status of my review or what to do if it is rejected, they had no information for me other than that this is their process and I just had to wait. So it seems like there is no way to appeal the decision if they reject it. So I asked for a phone number, which they gave me while telling me that the representative would tell me the same. Basically, this is our procedure and just deal with it and wait like a good customer.
I called and spoke to another representative (Rome) who after looking into it, assured me that he had renewed my credit and that they had my phone in their warehouse. Still may not show up in 1 -2 billing cycles, but will be retroactive once it shows up. Helpful, but not really as there is no real way to prove that anybody did anything on my account for 1-2 billing cycles.
After reading some of these other posts on the forum, now I am wondering if I was given lip service on this issue. I did what you asked, you stated that you received my phone(s), one was given a credit, but on the one with a higher credit value, you decided to give me a credit and then take it back. On top of that they want me to pay them back for the credit received. How do I as a customer get punished for you not fulfilling your half of the deal? I have my "proof" that I did what you asked and yet I do not get what was owed to me in a timely manor. I have the printed out conversation I had on the chat, screenshots where it says you received my device but have not assessed it, tracking number for the label you sent me and the email saying you received the packages. You even confirmed that it is in your warehouse, yet I have to pay you until you make it right and then maybe I get that back? I have been with Verizon for 20+ years. Whenever I had an issue it was usually resolved in a timely manor. I have traded in phones before with no issue, but now, well now I am just really frustrated and disappointed. I will sit here like a "good customer" and play the wait and see game with you, but it may be time to take my business else where.
If you see this as a customer, keep everything they give you. Take screenshots and get things in writing. Document everything! Fight until you get the desired outcome. I know I will!
Hello there and thank you for bringing this to our attention. The details that you have provided have been extremely helpful and it is concerning that it doesn't appear we have been the same to you. 20 years is a very long time and we would be sad to see you leave us. Please reply to the PM sent so that we can look into this further for you.
-Candice
I have had the exact same issue since 2022 and it still is not resolved.
Detailer1948, we want to make sure you get the help you need with your trade-in. The last thing we want is for you to have any problems going forward. We're going to send you a Private Note so we can gather more details.
~Jesse
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