Skip to main content
Accessibility Resource Center Skip to main content
Get up to $500 when you bring your phone. Plus, get the incredible iPhone 13 Pro on us. Online only. With select 5G Unlimited plans. Ends 12.5. Buy now
end of navigation menu
cancel
Showing results for 
Search instead for 
Did you mean: 
***Announcement: Early next week, we’ll be merging the current Fios and Wireless Communities into the all new Verizon Community! Beginning the evening of Sunday 12/4, both Communities will be placed in read-only mode. You’ll still be able to visit the Communities and browse content, but login will be disabled. On the afternoon of Monday 12/5, all users will be able to log into the new Verizon Community. We expect the new Community to be fully functional the morning of Friday 12/9. Additional details can be found in the Announcements board and under Featured Topics!
Verizon messed up my order and won't resolve the issue
gdean
Member

I recently ordered 4 new iPhones for my family. We wanted to upgrade our existing iPhones to the new 14 pro iPhones under their 'trade-in' program. Should be simple enough right? Verizon sends me new phones I send back my old ones.

Well here I am now having spent countless hours on verizon chat support, phones calls with various support agents, supervisors, etc and so far have only received 1 phone. 2 phones were sent to another customer (that customer actually texted me out of the blue and said 'hey, I think I received your phones, do you have mine?). That customer sent the phones back, but verizon can't (or won't) admit to their mistake, and can't seem to get me those phones or replacement phones. 

One agent told me that he was showing 2 phones delivered and 2 not shipped (wrong). 

Another agent told me the phones were not lost and were still 'waiting to be shipped' (wrong).

I even had one agent try to blame shift it back to me because I did not make the order online but through the phone (what's up with that)?

I'm sitting here on the phone now with an agent and have been on the line for 1hr56 mins. Still no resolution, even though he says he can fix it. 

I've never been so frustrated with a company before. It is laughable the things I have heard over the last 2 weeks in trying to get this sorted out. 

So, while this guy trys to resolve this with me on hold, I'm using my time to check out AT&T and T-Mobile options to switch carriers.

0 Likes
Re: Verizon messed up my order and won't resolve the issue
vzw_customer_support
Customer Support

It is vital to make sure we look into all of your concerns directly! Please send us a Private Note in order to proceed!*Jorge

0 Likes