trade up program issues
STEVEE1188
Enthusiast - Level 2

Just want to post that the Verizon trade in or trade up program is a fraud.  I traded in three phones early last summer.  Was told that one qualified for credit, one arrived too late for credit, one phone never arrived at all.  I sent them the tracking numbers that showed all three phones arrived the exact same time within a week of trade in.  They admitted that they did receive them all.

Months later they said I had switched to a plan that did not qualify for the trade in even though the plan change was recommended by customer service.  Spent hours on the phone getting that straightened out.

Then they said, and this is over six months later, that they never received one of the phones.  Showing them the tracking numbers received no response.  They took away that credit.

Then on a later trade in the agent switched me to a new plan, said I would get a monthly bill for under $160 for four phones and that would be my rate for the foreseeable future.  Bill went from $160 to $190 to$350 and now settling down to about $180 a month.  Plus they are telling me the change in plans, suggested by their own agent, is causing me to lose the credit on the last phone I traded in.  I don't get it.

When you get those emails from Verizon warning of a fraud alert, please be aware that they are talking about themselves.

Any attempt to correct the above is by voice or chat, no recorded action, no response.

A friend of my said it best. Verizon is a bunch of thieves.  

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Re: trade up program issues
vzw_customer_support
Customer Service Rep

This is in no way how we want you feeling when working with us. Our team regrets the miscommunication throughout coming to a resolution with us, and would value a chance to resolve things overall with you. Please, send us a PM through this platform, so we can get a fresh set of eyes on the situation at hand.

*Eli

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Re: trade up program issues
STEVEE1188
Enthusiast - Level 2

Give me a specific time that I can talked to a person and get this straightened out.  I have spent hours and hours over days and day dating back to last August "chatting" with upper level customer service.  At times I was told I would get a response in two days, got no response.  At times, apparently during a shift change, the customer service person simply left, and left me sitting at a computer waiting for a response.  How can I talk to a customer service manager, someone above regular customer service?  Please give me a time and number and I will call.  

Steve

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Re: trade up program issues
vzw_customer_support
Customer Service Rep

Totally understand. Here is the number is 800 922 0204, they start working at 8:00 AM. They will take care of the situation. 

>Jose

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