Trade in issues

Cr1983

I traded in our iPhone 11s months ago for new iPhone 15s and have been trying to get the trade in correctly applied on one of my lines since mid-October. I have called over 15 times and have gotten no help from the customer service team, other than to finally get shipping labels to send our iPhone 11s to Verizon. This has been the most frustrating and aggravating experience I’ve ever had in retail. Has anyone had similar trouble? If so, was it ever resolved?

Accepted answers

Verizon_Support

Cr1983, thank you for the information. Let's figure out what's going on and get this taken care of. We're sending you a Private Message so we can better help.

~Jesse

All comments

Verizon_Support

I know how important trade-in promotions are to myself, Cr1983. I would also be frustrated with the months of attempts to get help with this without a solution. You mentioned that you were sent return shipping labels only during this time. Have you already sent the devices back to us for the trade-in? If so, what date did they show received via the tracking numbers?

-Joseph

Cr1983

Yes, both tracking numbers showed they were received by Verizon. I had a rep tell me that one was mistakenly marked as not eligible for the trade in promotion, and ever since then they’ve been promising the bill credits will be automatically applied, but they have yet to show up. They’ve been manually crediting my account, but I don’t want to fight this fight every month for the next three years.

Cr1983

Verizon_Support

Thank you for this information. What date does the tracking show the devices were received? Were they sent in the same box? ~Peter

Cr1983

Both phones were received on November 14th, they were shipped in different boxes, as requested by the Verizon rep.

Verizon_Support

Cr1983, thank you for the information. Let's figure out what's going on and get this taken care of. We're sending you a Private Message so we can better help.

~Jesse

Gooddog4

#trade in issues

Hi, just had a completely horrible trade in experience where I traded in 4 devices, but did not get device credits on my bill for 1 phone. After hours and hours speaking and chatting with reps, with no resolve, I had to go back into the store and wait 2 hours for a rep there to fight with a customer service manager. The whole experience was so awful, and several times the phone/chat reps implied that maybe I never turned in all my devices, crazy! My problem was two-fold, they assigned the wrong phone number to the wrong phone, and they gave me $0 trade-in credit for the phone that was not getting the proper credit. The last rep had to put a ticket in to apply the promo credit. They tell me I'll see the credits on my next bill, but I feel so burned by Verizon. What an awful welcoming from ATT. I would have switched back in a minute if it wasn't for the contracts. The customer service reps WILL NOT phone the store, which would have resolved the whole case right away...for my lost time (prob 10 hours on phone and 108 chats) and aggravation, they told me they would issue me a $20 bill credit!!! (And I bet I'll never see it!). Good luck, would recommend going back to the store.

Cr1983

That sounds frustrating as well! I was just able to chat with a rep on my computer and she was able to figure out the problem and resolve it permanently! Although frustrating, my issue is now resolved and the last person I was just chatting with was incredibly helpful. Good luck to you!