Our daughter tried to trade in a iPhone 7 that was in perfect condition. The people who sold her the new iPhone 11 told her she would get $350 for her trade-in. We just received an email stating we would only get $47.50 because the screen was cracked or unresponsive. THIS IS NOT TRUE! The phone was in perfect shape and was shipped wrapped in bubble wrap. I have been on hold with Verizon for more than 90 minutes this evening trying to talk to someone in person. After the first 30 minutes on-hold, someone named Josh answered and then hung up on me. I immediately called back and was on-hold for more than 1 1/2 hours. I finally hung up and am now trying this forum to see if we can get this settled. I am also contacting Better Business Bureau. We want the phone trade in value of $350 or we want the phone returned to us in the same condition we sent it - which was perfect condition. There were no cracks on the screen and the phone worked perfectly. Please address this problem.
I also wanted to add that they charged us a $40 upgrade fee which we paid to Costco when we purchased the new iPhone 11. Then our current bill also had a $40 upgrade fee. We already paid that fee when we purchased the phone at Costco. Please credit our account for the $40 upgrade fee that was already paid. Thank you!
BeckyB87, ensuring that you can get the best assistance and information possible when it comes to the trade in that took place is always a priority. Please allow us the chance to help check this out in greater detail. Please send us a Private Message for better assistance. JoseL_VZW