I signed up for a new 5 line Verizon plan in December 2021 (at a Kiosk inside of Costco). As part of a new unlimited service plan, I was promised up to $800 trade-in credit for each of 4 trade-ins towards the purchase of 4 iPhone 13s. I preordered all 4 of the iPhone 13s from Verizon in early December 2021, and activated the new Verizon account late December 2021 when the phones arrived. I received a shipping label to send the trade-ins, which were delivered and signed for by Verizon on January 14, 2022.
Initially, a BOGO promotion was applied to my account instead of the $800 trade-in credits for each line that were promised. I called Verizon customer support 3x to get the credit switched. I was told that there was a mix up because all 4 phones were shipped in the same box (which I was instructed to do by Verizon staff). I was promised that the proper credits would be reflected in my account within 5-7 business days after getting the info sorted out. A week went by and by then my account was missing the BOGO credit and wasn't showing any other credits. I called Verizon again (Now 8+ hours into calls with customer support) and they told me that I needed the IMEI numbers of the old phones in order to get the credits applied. I had to call my previous service provider and get the IMEI numbers (YAY, more time on the phone). I called Verizon for the 5th time and gave them the IMEI numbers of the trade-in phones. They said that a ticket was submitted and to check my account in 5 business days for the credit. Guess what? No credit... I called AGAIN and went through the whole spiel, at which point I was told that the department that needed to process the request was closed. We scheduled a time on the following Monday for the Verizon representative to give me a call back and get the credit processing department on the line to finally get this sorted out. I set my alarm early Monday morning to make sure I was awake and kept my phone by me the entire morning. No call was ever made to me. So here I am currently, with my current bill 2x as much as should be for the first 3 months of service and still no solution. At this point I just want my old phones back and to cancel service with Verizon. I don't have any more time to spend on the phone with customer support and surely don't have the money to pay these outrageous bills. Someone please contact me with SOLUTIONS ONLY.
Still no response. This is truly unbelievably poor customer service for the most expensive phone service in the US. Thanks @GD0405
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