Trade-in issues

[amcarlso]

I traded in my iPhone 13 pro because of the $1000 upgrade promo and got the iPhone 16 pro max .  I sent it in through UPS and it shows it was received and assessed.  However, when I try and click on it to get further information my screen freezes and I have to push the back button or completely exit out of Verizon to get back in to the app.   I noticed my bill was over $100 more for the current month and  customer service said I was getting a charge back on the promo because my phone was not received.  I spent 47 minutes on the phone with customer service while I was working and the issue was supposed to be resolved after that call.  A week later I get an email from Verizon stating they never received my phone and my next month bill will be over $300 more than what I normally pay each month.  I have been a Verizon customer for many years and I have had issues in the past with orders and billing, I don’t know why I stay with them when they are higher priced and it takes multiple phone calls and valuable time to get issues resolved.  Has anyone else had problems with trade-ins and promo credits?

[vzw_customer_support]

Hey, amcarlso, we hate to read that you've had to deal with this, and are here to help! We're sending you a Private Note so we can get this taken care of. 

-Cait