Trade in

[mundaplackel]

I transfered 5 wireless phones from at&t on september 22nd,2025. The three lines of samsung phone came active on Verizon on the 23rd. The 2 remaining lines were iPhone 13pro and  I reqested an upgrade to iPhone 17and a trade in the iPhone 13 Pro.  The chat agent wrote that the iPhone 17 will be arriving on the 30th and he initiated a trade. Since the phone didn't came on the 30th I went to a verizon corporate store and the manager at the store there told he can help provided I give the account # and transfer pin from at&t. I was contacting verizon online spenting coutless hours and no agent can say what happened to the order I placed on 22nd September. One customer service agent helped me by creating a new order and gave me a ticket # and said the phone will be arriving in two days. After 72 hours I went back to the store with account # and transfer pin and I got the iPhones 17 phones and they did the activation too on 7th October. When they tried to do the trade in they said since the trade was initiated online earlier I have to wait 72 hrs for the trade.  The manger said once the new lines are activated the request for the new phone and the trade in request that was placed earlier will be cancelled. I went to the store after 3 days and they tried the trade and found that the previous order and trade request was not cancelled. The next morning I called the customer service and explained the problem. The order support specialis gave me a ticket # and said the previous order will be cancelled in 48 hrs. One of the agents explained the steps to do the trade in online.Now for 3 days I am trying to trade and every time I enter the IMIE # the error meesage comes " The device has  previously submitted for trade in under another pending order" . The previous order and trade in request is not cancelled even after 13 days of activation of the new device. I don't know how customer service agents can give ticket # saying that the problem is being fixed. I came back to verizon so that I can have my Fios and wireless accounts at the same place. Now I feel like I made a mistake. 

If anybody from verizon customer service  needs the account # and ticket # the agent gave me I will be more than happy to share those informations. Anybody knows please help me with the contact information of the higher authorities of verizon and where to file a complaint. 

[vzw_customer_support]

Hello mundaplackel. We always want our customer to have a smooth experience and are concerned this was not the case for you. We will send you a private message so we can resolve your concerns. -Toni