VZW Trade-in Issue from Dec 2021
Enthusiast - Level 1

So this happened a while ago, like as in, December of 2021...

Usually I'm VERY happy with outcomes from trade-in credit promotions opportunities, so this is a bit odd and unfortunate that it's been over a year and still not resolved from Verizon's end...

I'll try to keep the story short as possible, so here it goes:

Back in December of 2021, there was this insane promotion from Verizon Wireless — purchase the S21 Ultra 5G 128GB for a whopping $800 trade-in credit ($1200 retail at that time) over a 2 or 3-year contract. And they were VERY generous with the list of phones that could be traded in as well, going all the way back to the Galaxy S7 lines from 2016.

Needless to say, I jumped on the deal and traded up for 3 lines under my family account. 2 out of 3 have been successful and I'm consistently seeing monthly credits rolling in. However, for the third line, I haven't seen any credits and the status keeps on saying not traded in.

I've called Verizon Wireless' customer service countless times, been on hold with a representative & managers' division longer than I can count, and most importantly, it's been over a year and this issue still hasn't been resolved. I've given them everything I can - from the FedEx shipping labeling tag, trading-in phone's IMEI, and the date that it was shipped out. (Unfortunately, it's been too long that there's no more record of the phone actually being delivered to Verizon, but last I checked in April of 2022 on FedEx it was delivered and was "waiting to be inspected".)

Every time I spoke with an agent over the phone, they said they'd escalate the situation and give me a call back to see if it was resolved, and each time I haven't heard a response back. At this point, I'd like to resolve this in-person, but nobody at the VZW store seems to have the code to access any of this information. As a last-min ditch effort, I'm hoping to see if there's a physical address where I can send a letter or something so it can reach someone without being on hold for an hour+ every time I call customer support (and having to explain my situation over and over again).

It's kind of a bummer to be missing out on an $800 trade-in credit. I know it's not the end of the world since the payments are divided up in 24 months (as well as the credits for the other lines that I have been receiving), but I'm wondering if there's anything else I can do at this point besides endlessly calling customer support and expecting the same answers back from them. (But, no disrespect to any of the over-the-phone agents. They've been nothing but nice, courteous, and attempting to be helpful...)

Any help or advice on this issue would be greatly appreciated.