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Verizon lost my trade in
eXcelsum
Member

We switched to Verizon in October. Traded in 2 phones GS8+ and iPhone 7 for which we were supposed to be credited $450 each within 2 years. After 5 months of calling and talking to 7 representatives with Verizon and 3 trips to the store we made the purchase and trade in we got Verizon to finally FIND one of the two phones. The second my GS8+ was never found. 

At the store on the day of purchase and trade in the rep gave us ONE prepaid box for UPS and said put BOTH phones and send them within a week, which we did. Not sure what happened at the Texas warehouse where the box mailed cause only one phone was registered into the Verizon system as received. 

It got to this ridiculous remark from Verizon - “phones we’re supposed to be mailed in separate boxes, because that is how trade ins are processed based on the box tracking number”. So whoever processed the trade in only assigned the phone to the box tracking number and the second phone disappeared since it did not come in a separate box.

THE VERIZON REP GAVE US ONE BOX! And said “PUT BOTH PHONES AND MAIL IT OUT“. How is it our fault that your employees don’t know what they are doing ?

Order Number: 61004

Location code: X565101

I have the device ID and the Submission ID if needed. Online Submission IDs on both phones says “Pending device receipt” even that I am receiving credit for one of them. 

Someone at that warehouse is either stealing phones or they have no idea what they are doing. 

I want my credit or my phone back!

Re: Verizon lost my trade in
eXcelsum
Member

If this doesn’t get resolved I will start a class action lawsuits, I bet I can find another 20 people at least that are going through the same issues. 

Re: Verizon lost my trade in
eXcelsum
Member

***BUMP

Re: Verizon lost my trade in
vzw_customer_support
Customer Support

Hello, and thank you for contacting us here for assistance. Please excuse the delay in response as we are diligently working to resolve and respond to a current system outage as quickly as possible. We know it's important to get the assistance you need for your Verizon Wireless questions. At this time we can answer any general questions or concerns you have. For account specific assistance/changes please try again in 1-2 hours. Do you have any general questions at this time?

 

AngelG_VZW

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Re: Verizon lost my trade in
vzw_customer_support
Customer Support

eXcelsum, we can certainly understand your concern, and we assure you our goal is to help you in the best way possible. Verifying the status of your device is vital, and our missing is to assist you in any way we can. When was the device returned? Can you please provide us the tracking number? 

 

RachelM_VZW

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Re: Verizon lost my trade in
eXcelsum
Member

Devices were shipped on October 15th ish. UPS tracking is 1Z90A26F9000270957.

Tracking no longer is available as per UPS it only shows the status for 120 days, but the first rep I talked to in December or January was able to confirm the devices were delivered.

 

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Re: Verizon lost my trade in
vzw_customer_support
Customer Support

We will be sending you a Private Note shortly. CassieG_VZW

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Re: Verizon lost my trade in
eXcelsum
Member

The issue was resolved at the store, they tried to get the credit from Verizon and basically got nothing, store itself than credited us the $450. Thanks for nothing Verizon. 

Someone should look into all this missing trade in devices cause it’s an ongoing issue and Verizon won acknowledge this.

Re: Verizon lost my trade in
catatonico1
Member

Same thing happened to me. Two devices traded-in and the store only have me one box and told me to put both phones in it. Trade-in status shows they received one phone, but not the other. Total garbage. I'm with you.... I either want my phone back or I want the credit.

Re: Verizon lost my trade in
dreamwatch
Member

I traded in my iPhone 11 Pro max, and I am being told they never received it. I entered my submission id and it says they received it on the 4th of November. I shipped it on the 27th of October. If this is not taken care of, I will be switching to AT&T. I am not paying a $658 bill, five days before Christmas.