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Trade in credit still not received

I signed up in July and traded in 2 devices within 30 days. It’s been so many months and I received trade in credit only for 1 device. I have been paying full price for my device since then. I follow up every single month and customer service speaks to me as though it’s a brand new issue and they say to wait until the next billing cycle. I’m really tired of following up every single month.

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Verizon_Support

Hello, being on top of your account is vital, especially if you are missing trade-in credits. Our goal is to provide the support you need.

Please tell us more, what did the promotion consist of (discount amount, terms, conditions, requirements)? How was the device returned? Do you have the shipper tracking info? What occurs when you pull up the trade-in status?

Trade-in tracker page (utilize your Submission ID): https://www.verizon.com/sales/digital/tradeinstatus.html.

~Gilbert

ppillala

Here are the details i have on my email. I traded in the device in a Verizon store.

Trade-in Details

Final trade-in value:

$$22.22/mo for 36 months

Submission ID:

*****

Make/Model:

Apple/Apple iPhone Xs Max 256GB Gold A1921

IMEI:

*****

Submission date:

07-25-2023

ppillala

When i give the submission ID, the tracker status page says 'We are not able to find a trade-in order associated with the information provided. Please provide correct details.'

ppillala

Gilbert, It has been more than 6 months since I traded in my device. I cannot keep up with tracking this issue every month. I need help to sort this out ASAP!

Verizon_Support

Thank you for this info. I have sent you a Private Message for additional assitance, ppillala.

-Natasha

ppillala

Natasha, just responded

Juavez92

Literally dealing with the same issue. I traded in my Pixel 6 pro for the 8 pro back in October they didn't even realize I sent them the phone even though FedEx confirmed it was delivered. 800 promo they kept assuming me would hit in my next billing cycle but still nothing. Ridiculous. Been with Verizon for 5+ years.

Verizon_Support

We are sorry to read that you're having issues with your trade in, we'll be glad to look into this. Did you receive a confirmation that the device was received? If so, when did you receive it?

~Freddy

Juavez92

I never received a confirmation, I didn't the trade in through googles website but the tracking number that was provided did say you guys received the package.

Verizon_Support

Thanks for getting back to us, Juavez92. You mentioned the Google website in your previous message. To make sure we're on the same page, did you order your new phone and process the trade-in via Verizon or Google?

-Lauren

CGaultier81

sorry for the long rant I’m very busy and these long phone calls every month are unnecessary

Trade in Status link is useless it’s been so dang it says received November 2, 2023 inspecting inspection to be complete November 22, 2023

Hi I have the same issue I swear this has got to be the most frustrating experience. Credit was supposed to apply end November 2023. I have to call every month and even though they say my situation and conversations are saved I have to explain in detail every time and every time I’m told not to worry it’ll be on my next bill I explain that they tell me that every month. I should’ve not upgraded. I only upgraded because the trade in credit was a good deal at this point I wish I had my other phone I could’ve just sold the dang thing. Terrible. I’ll call again in the next few days go through the same stuff and get more bleh. Well we’ll do a credit for this month and I guarantee this will be the last time you have to call. Lies. They say that they forced it through just wait until the next billing cycle pfft isn’t there a contract? Provide the device as described in the agreement and the credit will be distributed over said period and not send us your flawless phone and we’ll make you call us every month and explain the exact same thing to a new rep hoping that eventually we’ll give up on Verizon and they won’t have to pay the trade in.

At this point they should just credit the entire remaining amount to our accounts. This is insane to have to go through this for so long. At this point how the heck are we supposed to trust that it’ll be fixed ever? Anyway I feel bad for whoever gets my call I always have a breakdown.

verizon get it together.

CGaultier81

Yeah because it was 100 years ago same problem with Verizon I’ve been dealing with

Lollipop6

My husband and I brought our old phones into the Verizon store and was told we would get a credit every month its been 2 years still no credit we paid the full price for our phones ….. Never again

Lollipop6

I feel like they literally stole our phones we traded in .🤷‍

Verizon_Support

Hello, we absolutely want you to get the full value of any promotion you qualify for. I'm sending you a private note where we can investigate these trade-ins together.

-James

Rich2448

Gilbert,

I am having the same thing as I traded 2 phones in last year in sept 24. Both phones were received as I have confirmation emails acknowledging Verizon receiving them and the email told me that both phones were in good shape and I would receive a $1,000 credit for each phone over the course of 36 months. I reached out to Verizon in dec 24 thru chat (cause it is faster) we'll I started at 6:45 pm and fall sleep waiting for a response at 3am. I experienced 6 different Verizon reps. As our chat started out well and then they would tell me they would step away for a few mins to research. I would send "you still there" every 3 mins cause on a chat you can't tell. Then someone else comes online introducing them self and asking how they can help!!! If just kept going in circles. I finally was able to resolve 1 of the 2 lines and just started to receive backlog credit. I am still trying to resolve this last one and everything will be resolved. I traded in both phone in sept 2024 to the Verizon store and about 3 weeks later I received 2 emails with submission # and acknowledging Verizon had received both phones. I even have the prior emails telling me that Verizon had received both phones and we're evaluating the phones and I will receive a confirmation email when finished. Which I did. Please help . Rich

Verizon_Support

Hi Rich2448,

I cannot apologize enough for this poor experience that you've endured; the Trade-In process should be seamless, and it looks like we've clearly fallen short of that. We would love an opportunity to get your last line taken care of. I'll be sending you a Private Message shortly.

-Necia

TairaE

Currently going through this now! I must agree with you. It's like you're still making me pay for a device that I returned. Therefore it should still be in MY possession because I paid it off. Smh ridiculous

Verizon_Support

Hello TairaE, we want to make sure that you are getting any promotions that you are eligible for. I am sending you a private message so that we can take a look at this.

-Joe

Verizon_Support

Hi TairaE. Just letting you know we are here to help. Please send us a message with more details as to what's happening with your trade in. We are here to help!

-Sara

NvaderSlim

I traded in my pixel 6 pro and switched plans to get the ,800 of the pixel 9 pro and they haven't given me anything

Verizon_Support

Hey there NvaderSlim. We want to make sure you are getting all the promotions you qualified for. Please watch out for a private message from us so we can gather your account information.

-Sara

Jogrimgrim

I almost forgot about my credit it's been so long and I never received it... That was the only reason I upgraded my phone in the first place when I had a perfect condition paid off phone already..

Verizon_Support

We always want to help with getting any promotions honored that you would have qualified for, sending a private note now.

-Anthony

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