Unable to cancel trade-in order

[parkp81]

I had contacted Verizon trade-in to cancel a trade-in order. The person whom I spoke with stated the trade-in has been cancelled and to allow 24hrs before attempting to place a new order trade-in using the same device, because it will not process. until this trade-in is cancelled. It has been past 24hrs and 5 attempts through the chat only to be passed off to the next agent with no help. I also attempted to call only to be placed on hold for an excessive amount of time. When checking the order status it still shows "initiated" for the trade-in.

I've done a search and it seems as if, I am not the only one and numerous people are encountering the same issue. What is the cancel trade-in option on the website for if it does not allow customers to cancel? The error message I receive is: Locked Location-Order-Device combination not found.

I hope I get lucky to find someone who can resolve this issue.

[vzw_customer_support]

Hello parkp81,

We definitely want you to be able to take advantage of any trade in offers we currently have. So we can help, why did you need to cancel the first request?

-Christopher

[parkp81]

Because the person that uses the phone changed his mind, so I attempted to cancel it with no luck. Its been so far 4-5hrs so far this morning of me trying to resolve this issue, unreal to be honest.

[vzw_customer_support]

Are you selecting the device to trade from your online account? Or are you manually entering the information?

-Christopher

[parkp81]

Under orders i select cancel trade in and it wont allow me to cancel. I posted the error message I am receiving in the initial post. 

The person whom I spoke to at the trade in line said she cancelled it but it does not reflect that. One agent i was in contact with this mornjng said she is showing it not cancelled on her end and when she tries to cancel she gets an error message. That was the last I heard from her as she handed me off to sales, then sales handed me off to account specialist, then account specialist said he can make a note on the account (does not resolve the issue), just went on and on. 

[vzw_customer_support]

What happens when you try placing a new trade submission here: https://www.verizon.com/sales/digital/newtradein/landing.html Enter all the information manually. 

-Christopher

[parkp81]

I have tried that but when I get to the page to place order it says I have a pending order. I just want to have the trade in cancelled, deleted, removed.

[parkp81]

Is there anyone at Verizon that can help fix this issue? Thanks

[vzw_customer_support]

We want to make sure that you have accurate information, parkp81. You mention that you called our trade-in team and they canceled the trade-in. When did you call them? It may take a few days for that cancelation to be reflected on the account. -Antonio

[parkp81]

Unfortunately I gave up on Verizon and moved all my lines on to T-Mobile. So long Verizon, I hope you guys improve on customer service someday.