Trade-in issue

[cortiz1282]

I have been a loyal customer of Verizon for several years and have never encountered any issues until now. Typically, any concerns I have are promptly addressed by the company, but unfortunately, this time has been an exception. Despite my efforts to reach out for assistance, I have been unable to find a resolution, leading me to share my experience.

This may be a lengthy account, but I believe I have been patient and understanding throughout this ordeal.

On April 22, 2024, I initiated a trade-in online, exchanging my Galaxy S22 Ultra for an S24 Ultra. I placed the order online and selected pick-up at the nearest Verizon store, which happened to be a corporate location. Upon arriving at the store, I collected my new phone from the available lockers with the help of an employee. I explained that I needed time to transfer my data from my old phone to the new one, and he assured me that I could return the trade-in device once the transfer was complete. Later that day, I returned the S22 Ultra to the store with a different employee who encountered difficulties with the trade-in process. As a result, the initial trade-in request had to be canceled, and a new one was submitted. I inquired about mailing the phone instead, but the employee insisted on handling it in-store. He contacted a Verizon representative over the phone during the trade-in, leading me to believe that everything was being taken care of (unfortunately, this was not the case).

Fast forward to May 13, I started receiving text messages from Verizon stating that they had not received my trade-in device and that I needed to return it within 10 days to avoid losing the trade-in credit. I immediately contacted Verizon and was instructed to return to the store. After reaching out to the store, the manager promised to investigate and get back to me. During our conversation, she requested my information to access my account, which she successfully did. She later called me to explain that the phone had been shipped out by the end of the day and that they no longer had possession of the device. She provided me with her personal phone number and advised me to wait for further updates.

Upon receiving my June bill, I noticed an increase due to the trade-in promotion not being applied. After attempting to contact the manager with no success, I visited the store and was met by another manager who seemed uninterested in helping me. I then reached out to Verizon once more and a representative was able to apply the credit for me. I paid my bill in full. The manager later contacted me to inform that the operations manager would investigate the issue.

When July's bill arrived, the trade-in credit was once again missing. I returned to the store and spoke to the manager who had previously been handling my case. She claimed they couldn't locate my account, despite having done so before. Frustrated, I questioned why she hadn't updated me on this issue. The operations manager arrived and instructed her to complete a PCA form, assuring me that he would resolve the matter. Additionally, she offered a $50 credit for my next bill as compensation. I left the store hoping for better communication moving forward.

However, upon checking my July bill, I discovered my bill had increased to $248.46 due to a canceled trade-in. Upon reviewing my account online, a trade-in adjustment of $225.00 was applied to my account. Seeking clarification, I returned to the store to speak with the manager, only to be met with the same unwelcoming attitude as before from the manager who I had a run it with previously. Despite my efforts, she refused to assist me. After contacting Verizon, a representative explained that the trade-in was processed incorrectly by an employee, resulting in the current issues. The manager assured me they are working on a resolution and will update me accordingly. I am frustrated by the situation as I should not be held accountable for someone else's error. I intend to terminate my services with Verizon and request the return of my old phone so that I can transfer my business elsewhere.