Trade in issue
daveswaves
Enthusiast - Level 2

I ordered a new iphone 15 on 11/4/2023.  I was trading in an Apple IPhone 12 Pro 128GB.  I was expected to receive $700 trade in credit.  I never received my shipping materials.  I requested them again, and received a box, but no shipping label.  I contacted support again and they indicated they would send a label.  I  told them I was outside the return window and they indicated they would make notes in the file.  After I received the shipping label, I sent the phone in and it was received within 60 days (according to UPS tracking), but was not reviewed until 1/4/2024, 60 days after phone order.  I was notified my trade in value was adjusted to $220.  This is not an acceptable value, and I look forward to resolution on this matter.

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vzw_customer_support
Customer Service Rep

 

I'm sorry to hear you are having an issue with your trade in, daveswaves. Promotional credits are normally applied with in 1-2 billing cycles of receiving the device. was the old device damaged? Are you seeing a crdit on a current invoice? -Joe

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daveswaves
Enthusiast - Level 2

The item was not damaged, and the reason I was given for the adjustment is that it was returned outside the offer window.  Reasons it was returned outside that window is related to the reasons in my original inquiry.  Even it I was late by one month, without any reason, a $480 adjustment seems unreasonable.  I was just informed of this adjustment (on 1/4/2024), so I do not have any billing credits yet.

Adjustment reason: Your device was returned outside of the offer window
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vzw_customer_support
Customer Service Rep

 

I'm sorry we missed you. Please send us a private message or contact us here: https://www.verizon.com/support/contact-us/ -Joe

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daveswaves
Enthusiast - Level 2

This was resolved to my satisfaction thank you!

vzw_customer_support
Customer Service Rep

I appreciate the additional details, daveswaves. It sounds like we're going to have to dive into your account to look over some details so we can assist. Please be on the lookout for a private message from us so we can get started with that.

-Joseph

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