I traded in 4 phones in July 2022, supposed to get an $800 trade-in value for two of them, $400 for the other two. What I got was a provisional trade in credit for $700 on two phones and $200 for two phones. After a few months they reversed all of the credits as they could not find the phones. I contacted Customer service and provided fed-ex tracking that shows they received them, they confirmed they found the phones, and would correct the account.
They provided a $200 credit on one phone and $700 on the other, and nothing on the other two. I have contacted them at least 8-10 times in the past 15 months, each time with assurances they would take care of it, and that if there were any issues they would contact me.
Well, all I can say is that was a big fat lie. Each time. No correction, although one did provide a customer loyalty credit since I've been a verizon customer for 25 years. But they still never contacted me, not once, and have not fixed the account. I think it is unlikely that I will remain a Verizon customer.
As a next step, I will be contacting the BBB, the FCC, and my state's Attorney General. I might even send a copy to Elizabeth Warren's committee in the Senate and the CFPB.
We're sorry to hear that you're having problems with your trade-in. We want you to get every promotion you qualify for and we'll send you a Private Note shortly.
~Jesse
I appreciate customer service attempting to address the issue. Of course the response back was to offer 1/2 of what the actual trade in was supposed to be - instead of $800 for a XR trade in to upgrade to a premium 5G line, they offer $400. When I said that wasn't acceptable, instead of just posting the lower amount and escalating my issue to management, the response was:
"I can get this lifted to my leadership team for review. They will come to the same conclusion on the promotion that was available at that time for the device purchase that you made today. A member of the leadership team will reach out to you in 24-48 hours"
So, that was 10/30/23, today is 11/7/23. A tad more than 24-48 hours and I have not heard a peep. So although I made the trade in nearly 16 months ago, and have repeatedly contacted customer service and been promised an adjustment, and to be contacted if things changes - I have yet to see a correct adjustment and have never been contacted. Not once.
Here is my understanding of their customer service SOP, based on my dealings with Verizon customer service for the last 16 months (and this is after having been a customer for over 25 years).
1. Sympathize with customer
2. Make sure your 'researching' of issue takes at least 60 minutes, keeping them on hold for that time.
3. Pledge that an adjustment has been posted, and that a supervisor will contact you if anything changes. If the customer presses for something in writing, send a message saying 'this is management, we are reviewing your account and will be in touch soon'.
4. Remind customer it takes several billing cycles (aka months) for an adjustment to post.
5. File in circular file
6. when customer calls back in 1-2 months, start over at step 1.
Thank you for taking the time to reach out to share your experience about Verizon. You have invested your time and not getting answers. We are eager in this platform for the opportunity to turn it around and restore your trust. Let's work together to get the details about your trade and promotional value provided. Please respond to the Private Note that will follow to collect information relevant to your situation.
-Deb
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