I've seen this issue pop up in a few threads now. And now I have the same issue. Back in June 2021, I had upgraded my spouse's phone from an S8+ to an S21. The offer on hand was to get 800 dollars in credit over 30 months if I switched to a 5G Plan. No issues, happily did the same. I was told a trade in box would come. Left for a vacation for a week and a half. Neighbor said no boxes came. So I called Verizon to see if they sent or could resend a box. I come back and said box was in a USPS special mailbox for the community. So I pick that up, package the S8+ in it and send back with tracking via UPS. Got confirm that it arrived at Dallas return on 23rd of June. Here's where things start to go wrong. After 2 weeks, online status show that phone is not returned yet. I call a rep and he says that he can see it returned on his end, but that the verizon website takes a while. He assures me that my credit will be applied. Two weeks later, same story, another rep assures me the same thing. A week ago, I get an e-mail from Verizon stating that device never came back! And that they are going to charge me for the phone! I call back and the rep states that there is some ongoing issue within Verizon where it incorrectly states trade in phones were never received and "that Verizon is working to rectify the issue". He told me to disregard email. Sure enough, in my current billing, I start to get charged for the new phone and credit is removed! I've been with Verizon for 11 years and their service has been good. Now with this transaction, I feel like I'm dealing with a health insurance company that is so good at giving customers the run around. I'm literally on the phone holding on right now to speak to the "trade in" department so see if they can rectify this. I have no confidence it will be done right. And it's very likely I will now have to consider switching providers if they don't.
OK, quick update. I got in touch with a rep from the trade in team. She confirmed the issue and did some work to issue a credit for current charges. And she also stated that the credit going forward would be applied. i.e. 800 dollars over 30 months. Fingers crossed in that this issue is fixed. Will report back if not 🙂