Verizon won't honor Trade In
Jlmurph2
Enthusiast - Level 2

I was told Verizon would offer $1,000 per phone for my specific phone trade ins.  I did, and then they only showed $800 for 4 of the phones.  I then called them and they promised it would be fixed but only after I mailed in my old phones and accepted their new phones.  So I did...then later I received mixed replies on whether it would or would not be fixed.  5-7 different people though have guaranteed the problem would be fixed.  That last communication was in October and nothing has been fixed since then and here we are in January.  Stores don't have phone numbers and typically can't help.  Online chat sits there for over an hour without replying.  When I call they try but then I get disconnection with no call backs.  How do I resolve this?  It's a clear bait and switch which I know is illegal.  But for me to have to sue Verizon over this is costly.  How do I resolve this?  do I simply not pay my bills and accept the free service until they cut me off?  That's the only solution I can currently think of.    I did  notice that phones are unlocked after 60 days, so I wonder if it's just best that I cut ties with Verizon right now and go with another provider.  Since Verizon won't honor their deals, is there any reason for me to honor mine?  The amount of time I've spent trying to resolve this is already well over any amount of these phones are worth that I received.  ($4,200).  

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Re: Verizon won't honor Trade In
vzw_customer_support
Customer Service Rep

Hello, Jlmurph2 and as long as all the promotional requirements have been met for the $1,000 trade-in value we can always help correct it. We apologize for the lack in follow up on this and want to get a second look at this.

 

We've sent you a private message to further assist. Thank you.

 

- Alan

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Re: Verizon won't honor Trade In
Jlmurph2
Enthusiast - Level 2

What you just said is what every other single Verizon rep says...right before they say they won't do anything.  The problem is that the offer never existed...yet your staff repeatedly promised it to me before the fact, during the fact, and after the fact.  I personally don't care what your "offers" are.  What you told me you would offer is in fact the offer.  All you're going to say is the exact same run around of "sorry that offer doesn't apply to you".  Which again, is a wildly inappropriate thing to say to me given your team told me that's the offer all my phones would receive...on 3-4 different occasions.  Care to enlighten me what you'll actually do to fix it?   

Re: Verizon won't honor Trade In
joelmp
Enthusiast - Level 3

You can contact the FCC!      Here's the link: 

https://consumercomplaints.fcc.gov/hc/en-us

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Re: Verizon won't honor Trade In
vzw_customer_support
Customer Service Rep

Hi there. Verizon always has multiple Promotions being offered at any given time. I would be happy to review what offers we did have in place at that time, so we can get the best one applied. For more assistance please send us a PM. We are always happy to help any way we can.

*Heather

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Re: Verizon won't honor Trade In
Jlmurph2
Enthusiast - Level 2

Thank you.  I think that is the only route at this point.

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Re: Verizon won't honor Trade In
Jlmurph2
Enthusiast - Level 2

I'm not going to PM you.  I've already contacted Verizon over 30 times and been promised the issue will be resolved, guaranteed, about 10 times.  Nothing has happened yet.  And the last time I reached out to customer service they said that I didn't receive the $1000 for the other phones because the offers did not exist.  So that is the problem....the offers don't exist, despite me being promised that 3 times back to back to back as I went through the trade in process.  All I can say is that I promise you I will not be saddled with over $800 because Verizon lied to me...it will be quite the opposite.  My time is money and Verizon has wasted so much of it.   Verizon now owes me about $4,000 in time/effort/stress, in addition to the $800.  I'm confident I will recoup that money. 

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Re: Verizon won't honor Trade In
Jlmurph2
Enthusiast - Level 2

I submitted the Bait and Switch complaint to the FCC.  Thank you for the link.

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Re: Verizon won't honor Trade In
vzw_customer_support
Customer Service Rep

We want to ensure we get to the bottom of this and get this issue taken care of. We've sent you a Private Message to continue assisting you. ~Christian

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