Verizon not honoring Device trade-in Promotions

[DaneilJI]

I've had a nightmare of an experience going on nearly a year now:

I've signed up with Verizon Wireless for 4 lines which included a promotional offer to trade-in devices to cover the full cost of the new phones. I’ve traded in 4 Samsung s10s for the Samsung s23s and have not received the device credit since March 2023. I’ve been charged device credits for going on nearly a year now and after calling in monthly and hearing the same spiel from the reps about escalation, tracking issues, devices not found, investigations being opened – nothing has come to rectify this issue.  Everytime I call, a rep has explained the situation will be resolved, investigated, tickets open, but the bill remains the same and I have to go through the whole dance again the following month.  To add salt to the wound, I’ve requested it is possible to receive my old devices back if I can’t receive the promotion but that has been lost in the wind as well.

Ultimately, I have basically paid full price for a false promotion, even when providing all necessary support documentation: tracking numbers, shipping numbers (still have the original shipping return label), IMEI, device serial numbers, make/models and Verizon has also taken my old phones as well.

I've sent a complaint to the vzn executive leadership: https://www.verizon.com/about/our-company/leader/contact/926317 and hopefully this comes with a different result.

My last hope I guess is to lodge a complaint with the FCC and BBB for this awful experience, but I doubt anything gets done.

[HavilahJoy]

Thank you very much for sharing this, I’ve had a very similar experience. I’ll try sending a message through this link.

[DaneilJI · Accepted solution]

Calling the vzn executive team resolved this issue in 5 minutes. Thanks Fred for the quick turnaround after months of head-ache.