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Trade in issues

Anyone else having trade in issues? I traded in my old phone and Apple Watch using the box the associate at the store. The phone promo has been applied to my bill but I’ve had to contact Verizon about 6 times now to get the watch trade in applied to my bill, which they still haven’t. 

I sent it in the same box so clearly it was received, yet they are saying they don’t have it. I have pictures of the shipment and even included a note saying both devices were in there. Is Verizon not making enough money off of their services that they’ve resorted to stealing devices now? I want my promo or my watch back.