$700 Trade in Credit Still Not Applied

[Anonymous]

I recently traded in a Pixel 6 Pro on March 12, and was to receive a $700 credit. I understood it would take 1-2 billing cycles, but I am now on my second bill since the trade in and the credit is still not being applied. I had a chat with a rep today who first advised me I wasn't eligible because I didn't have an active device payment, but when I told him I've never had a device payment and Verizon allowed me to trade in the device, he looked into it further. He came back and told me not to worry that they can see the trade in information. I said that does me no good if it's not being applied. He then asked me to reach out to someone else and ended the conversation. I'm getting tired of having to re-explain the situation and end up getting nowhere. I just want to know when I am going to receive my credit I agreed to when I traded in my device.

I currently have another trade in credit being applied to my account and that was hassle free, I don't understand how this time around it's such a pain.

I've see a plethora of complaints about very similar issues and one involving having to go to the BBB to receive the full credit they were told they would get for trade in. I don't want to have to go that far, but I will if I have to.

[Anonymous]

And now, as of this morning, I can't even see the status of my Submission ID. It apparently no longer exists? Can you please elaborate @vzw_customer_support?

As I told the rep this weekend, I would NOT have traded in this device if I knew it would have essentially been stolen from me.

[vzw_customer_support]

Your concerns are our concerns, grileyharris. It is vital that we provide accurate and verifiable information. Since we will need to get into some account details, I have sent you a private note.

-George

[vzw_customer_support]

We can understand your concern regarding your traded in device. As consumers ourselves, we would want to receive what was promised when we submitted for the promotion.  We are happy to  look into this, can you please send us a Private Message, so we can delve into this? 

*Lisa

[wutang55]

I have had the exact same issue with an iPhone I traded in last June. I have had separate 3 support chats where I was assured the credits would begin to show up. It's nearly a full year since my trade-in and I've still essentially given away a phone for nothing.

Escalating to the BBB or FCC does appear to be an option, though it's absurd that folks even have to consider going that far for simple trade-in promotions that Verizon themselves are advertising.

[vzw_customer_support]

We want to ensure that you receive the correct Trade-In Credits.  A private message is being sent to assist you further.

-Sean