Trade-in
Trixxtur
Enthusiast - Level 1

I switched service from Tmobile to Verizon in December. When I switched, Verizon didn't have the phone I wanted in stock and told me they'd order the phone and have it shipped to my home. They told me there would be a return package included but DO NOT send my phone back in the package, just bring it with me when I had my numbers ported over and they would return it at the store. The agent I was dealing with told me this a couple of times. So that's what I did. Now, 3 months later, my bill went way up. One reason is now they are charging me 75 dollars for my military discount. Then I noticed a 44 dollar device charge. I called the 800 number and talked with an agent. She checked and told me she could fix the military discount fee and informed me I was being charged a device fee due to the Verizon warehouse never receiving my trade-in. This would be 44 dollars a month for 36 months on an 830 dollar trade in credit. That's 1584 dollars. Almost double what the credit was supposed to be. She said I would have to go to the store and she would call and we could talk to an agent in the store. So Saturday I went to the store, she called and I actually talked with her and the agent I had turned my trade in to. He muted her several times, said he used to work in that department, they didn't know what they were doing, yada yada. Eventually they got the manager involved, she basically called me a liar and said I never turned in a phone for trade-in. The agent on the phone said she could see where I had turned in my trade in and directed the agent and manager to the place in my account and upon finding the information, both manager and in store agent said it was UPS' fault, they lost the phone. So then they told me I had to file a claim with UPS. They gave me the tracking number, etc. Upon checking the tracking number, I found that it was the same tracking number that was provided to me in the return package I never used. So, they were wrong again. The lady on the phone said she was going to call UPS and, after a few minutes the agent came to me and said he was going to lunch and if I was still there when he got back he would try to help if he could. The manager crawled back into her hidey hole and I never saw her again. After 30 more minutes, I stayed on the phone with the 800 agent, but left the store. The agent on the phone made an appointment to call me back Tuesday so she can check with UPS about the lost phone, which really never got sent back. The only thing I can gather from all of this is I turned in my phone as a trade-in, they never shipped it, and somebody got a free Zfold3. Verizon is crooked and is proven from all the 100s and 100s of complaints that I have seen from people with the same problem I am having. Come tomorrow, if this isn't resolved, I will be posting this everywhere I have a chance or opportunity to, to warn other people about how underhanded this company and it's employees are.

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vzw_customer_support
Customer Service Rep

Oh, no! Dealing with account issues can be a headache, especially when it comes to trade-in problems. Verizon is here to help.

 

For more trade-in details, check out our FAQs: https://www.verizon.com/trade-in/faq/

 

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert

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