Verizon not crediting me for my trade in
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On August 13 I paid off my iPhone 13 and initiated an online trade-in for a new, free iPhone 15 Pro (credit supposed to be $27.78/mo for 36 months / $1000 trade in value) and picked up the new phone the same day from the Lakewood, Colorado store. On August 22 I returned to the same store to complete my trade-in and physically gave my old device to an employee named Clint who processed the phone, and gave me a physical transaction receipt (which I still have) as proof of the completed trade-in which is time stamped at 2:37pm local time.
Later that day, I noticed I received 4 emails from Verizon. The first email I received at 2:34pm (3 minutes prior to my receipt timestamp) said "you cancelled your trade-in device submission" which is not true, nor did I request for Clint to cancel it since Verizon has the phone. The second email I received at 2:37pm stated "we received and confirmed your device's trade-in value." The third email came immediately after, still at 2:37 stated "We’ve received your device". Several hours later, at 7:36pm I received an email stating "Your device promotional credit has been removed from your account." with no explanation why it was disqualified. I assumed that this was sent in error, since the most recent email prior to this stated my device was received and confirmed.
When I received notice that my September bill was available, I noticed the total I owed had jumped up $50 so I realized something was not right and saw that I was now being charged monthly device payments with no credit for the trade-in as the agreement I made with Verizon stipulated, plus sales tax on the device for both the city and county I live in (Denver) AND the city and county where the Verizon store is located. I was also charged a $35 upgrade fee, which I do not dispute.
On September 10, I called Verizon customer support and spoke to a woman named “Janet”. After considerable time investigating my issue and after I provided her the order number, the order confirmation number, the IMEI number, and the trade-in submission ID she assured me she would handle the issue and it would be no problem at all. She repeatedly assured me I would not have to take any further steps to resolve the issue and told me it might take a couple weeks for the Promo Correction to take place. I didn’t fully understand it, but she said I would receive 3 months promo correction at once, so I assumed that maybe I wouldn’t see the promo correction / credit until my November bill. It’s now been over 2 months since I spoke with Janet, and I’ve received 3 Verizon bills and zero promo correction.
This is very frustrating. I would like the agreed upon promotional credit applied to my account ASAP, as well as a refund of the three device payments I have already made. I would also like to ensure that I am not double taxed for any of this as I should not have to pay the same sales tax twice in two different cities and counties for the same product(s). I appreciate a prompt response and assistance in this matter. I never had this much trouble with AT&T and had over 10 years of service with them. I’ve only been with Verizon for two years and this is not the first issue I’ve had with you. It’s disappointing to say the least.
Thank you.
