Trade in phone lost
morethanfour
Enthusiast - Level 2

Like many of you I sent in two phones to Verizon , UPS delivered them, and then Verizon lost one of the phones and took away my credit. Calls to support ended up with the run around. This seems to be a glitch, and with Verizon so big they no longer care about the customer. I see many if you are having rhe same issue and experience. Any one resolve this issue, without giving up, and what do you think will resolve it?

17 Replies
morethanfour
Enthusiast - Level 2

During my first call to Verizon support I was told just because UPS delivered the phone doesn't mean Verizon received it. In addition to continuing to contact support, I filled a claim with UPS. They were unable to find the phone, although provided me with verification of delivery. I followed up with my local UPS, who advised me Verizon was being paid in full for the lost phone. Working with one if the community representatives , as a result of my original post, I received a credit for the second phone. I thought this my help orhers with this same problem. 

Hecalder1
Enthusiast - Level 1

My first they got it I received an email that I saved but now it does not show after 1 week them saying they did not get it. My second was delivered Wednesday to Verizon but according to them they never received and I never took it to ups but I have both records of drop of the tracking and the receipt records of cell phone returns that is giving to my local ups store. My girlfriend sent has not shipped her phone because after trade in they said they could not issue a QR code yet she received her new phone but has not activated at all since they still have not sent a box they said they would send either. This is really bad for verizon to fail in such a big way! Horrible service. After 10 years of service with them this has been a bad year. I refuse to get my new ultra 2 watch orders until I know they get this fixed first! I should not have to be hunting down my orders for returns when we followed the steps as given by them 

morethanfour
Enthusiast - Level 2

I know this is frustrating, and you are doing follow up you should not have to do to resolve your issue.  In regards to your phone, if you have the tracking number, file a claim with UPS. They will find the phone , or if they can't will pay Verizon. In the meantime keep calling and messaging Verizon through this community or/and customer service. This is what worked for me.  

In regards to your girlfriend's phone, if I was to do this again, I am taking the old phones right to the Verizon store.  I will get a receipt confirming the phones were received and the person who received ithwm.  I recommend you do the same with her phone. 

If you go to Verizon's trade in status, you will see this option for trading in the phone.

I hope this works for you.

Tom

 

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morethanfour
Enthusiast - Level 2

Sorry for the second message,  Verizon community is new to me too. Make sure you post a separate one as a new post. You will get better response from customer service, then you will replying to me

Tom

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vzw_customer_support
Customer Service Rep

We value your loyalty for these 10 years, and we are concerned to learn about your situation. To better assist you, I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

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lostdevices
Newbie

I also sent 2 trade-ins that ended up lost. I have had multiple calls with Verizon customer service with no resolution. It has been almost one year now. I was supposed to receive a call back today, but it never came. I have been with Verizon for 15 years. It looks like I'm out $1,600 now. I would have never upgraded my phones outside of the promotion I was offered. 

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morethanfour
Enthusiast - Level 2

I had the same issue, and was able to successfully get reimbursed by Verizon. In addition to calling customer service, sending the UPS verification if delivery, and posting on this community page, I filled a lost item claim with UPS and included the documentation showing Verizon was taking away my credit. They provided me with verification of delivery,  and when UPS couldn't find my phone they paid Verizon for it, who then paid me .  I hope this helps you. 

vzw_customer_support
Customer Service Rep

This is not an experience we wish for you.  With your help we can take a fresh look at the trade-in details together and if Verizon has made an error, we will correct today.  Please respond to the Private Note to follow wo we may get into the account specific details while protecting your online security.

-Deb

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WETHEADAM
Enthusiast - Level 2

Unfortuntately, the same thing has happened to me and I cannot get in touch with anyone who can solve the problem.  After hours and hours on the phone with various overseas customers service representatives reading scripts to me, I have been told that the promotions department has yet to approve the promotion.  I have not receieved a single proactive helpful communicaiton from anyone from Verizon.  Y.  We traded in four phones and two watches for new ones.  We have seven devices on the highest tier service and yet it is completely clear to us that Verizon does not value us as customers.  We really regret transferring to Verizon Wireless.  I was told it may take two billing cycles to get the credit for the traded phone, but the representatives use a lot of "ifs" and "shoulds" in their scripts.  Meanwhile I have to keep paying the elevated fees while Verizon figures out if it can help me.  We left AT&T to go to Verizon because we anticipated better cellular service when traveling.  Turns out the Verizon cellular service (highest tier at twice the price) is no better than the low-priced AT&T service we had.  We probably should have stuck with AT&T or tried T-Mobile.  Verizon, so far, has been a nightmare for us. 

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morethanfour
Enthusiast - Level 2

I am not sure from your description if Verizon received all of your phones and watches. If they did not, how did you send them to Verizon?  If they did receive your trade in devices, then I suggest doing another post, with different heading.

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JTS333
Newbie

I regret switching to Verizon as well. Terrible service and customer support. 

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vzw_customer_support
Customer Service Rep

Hello, JTS333. Help is here as you definitely deserve some answers. We want you to love your decision to be our customer. Please share more details. Do you have the tracking number? 

-Natasha

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JTS333
Newbie

Hi, Submission ID is shown below. 

JTS333_2-1717427490919.png

 

I'd also like to note that prior to my most recent call, I spoke with a representative on 06/26 at 9:21AM for 29 minutes. During that call, he assured me that my watch service would be cancelled and that he had solved my trade in issue. He indicated that I would be credited for the money already paid towards the new phone, and receive a monthly credit going forward. I've also attached that email that was sent since apparently there was no record of my call...
 
 
 
The most recent person I spoke with (KC) was helpful and found information, but ultimately after almost 2hrs couldn't fix the issue. When I told her about the previous call, I found out that the person who claimed to have fixed my issue was completely making everything up. I would hope you can id this person and I would like to file a formal complaint.
 
 

 

Also, this is the email sent from my 04/26 call confirming the watch plan was terminated. This didn't actually happen and I am STILL having to pay for a plan that never actually worked.
 
JTS333_4-1717427555310.png

 

 

 

 

I have 4 lines now, of which I added the remaining two after ANOTHER representative confirmed the account would be properly credited. I regret switching to Verizon as the customer service has been embarrassingly subpar. I hope you can change that.
 
All I want is either my original phone back or the $1000 credit. The trade in phone was shipped in the original box, so I have no way of ID'ing the IMEI number after the fact, nor did I think that was something I needed to hold onto since I was required to enter it at time of the original order. Both phones were sent in separate boxes provided by Verizon and both arrived at the same time. The iphone X passed through the review fine, while the Iphone 11 pro max (which was in perfect condition and relatively new) got stuck in the review process and ultimately disappeared. My first call to customer support in ~Nov 2022 was regarding the stuck status of the phone. I got the credit and then it later disappeared.
 
I only have the tracking number of the iphone X 256GB 1Z81RR180668358430.
 
Please help me solve this issue. Please let me know if there is any additional information you need. Unfortunately I don't have the IMEI number.
 
Thanks,
 
Jonathan
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vzw_customer_support
Customer Service Rep

 

I'm sorry i want to make sure we are clear on this issue. What promotion were you trying to start? When did you start service or upgrade?-Joe

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JTS333
Newbie

I’m not trying to start any promotion. I want my money or my phone that Verizon lost. In October 2022 I started service and the promotion was $1000 for my iPhone 11. I cannot believe I have to explain this again. Verizon STOLE my phone. The offer was trade in your iPhone and get up to $1000 and I received nothing. Meanwhile, my phone disappeared. Have you not read the forums. Appears to have been a common problem. I want either my phone back or my money owed. 

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vzw_customer_support
Customer Service Rep

Hi, JTS333. Thank you again for this info. I have sent you a Private Message for further assistance. 

-Natasha

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JTS333
Newbie

Same problem. I've already contacted the media and will see where that goes until Verizon decides to admit something weird was/is going on. I'm tired of the false promises and lack of resolution. Verizon stole our phones. Plain and simple. 

I am writing to formally address a series of incidents that have resulted in the apparent misappropriation of my property and subsequent billing discrepancies following a trade-in transaction with your company.
In October 2023, I engaged in a trade-in agreement with your firm, sending two devices: an iPhone 11 Pro Max, valued at $1,000, and an iPhone X, valued at $200, utilizing the shipping materials provided by your organization. Both devices were confirmed as received and under review at your facility. While the iPhone X trade-in was processed without issue, the iPhone 11 Pro Max remained in a pending state. Upon inquiry, I was advised by customer support to allow additional time for processing.
Subsequently, a credit of $1,000 appeared on my account, which I presumed to be the resolution of the pending trade-in. However, upon reviewing my billing statement, I discovered multiple inaccuracies, including charges for unrequested services and the removal of the aforementioned trade-in credit. Despite assurances from a representative to rectify these issues, no corrective action was taken, nor was any follow-up communication initiated as promised.
Further attempts to resolve these matters were met with requests for the device’s IMEI number—a detail previously provided during the initial trade-in process. This request suggests an attempt to shift responsibility onto me, the customer, for the retention of information reasonably assumed to be no longer necessary.
In April 2024, I endeavored to cancel a watch plan due to its non-functionality, only to encounter additional obstructions. A customer service representative assured me that the watch plan deactivation and billing issues had been addressed. Regrettably, this proved to be inaccurate, as no action was taken, and no record of the conversation was documented.
The persistent lack of resolution and accountability raises serious concerns regarding the handling of high-value trade-in devices and the integrity of customer service operations. The possibility of a systemic issue is further suggested by similar experiences reported by other customers.
Given the gravity of the situation and the potential for widespread impact, I am compelled to escalate this matter through various channels, including media outlets, the Better Business Bureau, and the office of the State Attorney General, to seek a just resolution.
I trust that your company will acknowledge the severity of these events and take immediate steps to investigate and address the deficiencies within your trade-in and customer service processes.

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