Lost trade in lost

[W0820]

Well this is fun... I traded in two different iPhones back in November to get an $800 credit. All I had to do was mail in my current phones and we should be good to go. Simple right?

Well in January I noticed one my devices was still showing up on the verizon site as "not received" I checked the UPS tracking and it showed it was delivered on  December 13th. I called verizon, spoke with someone who said they show it was received and credits will be applied for $800. I was assured all was well. Plus my January bill provided the expected credits.

Now yesterday (February 2nd), I receive an email saying I've been disqualified. I called verizon, and it's because they never received my phone. I explained the whole story and they are actively trying to figure it out now, but this is complete garbage.

I followed every procedure and rules they needed me to. I shipped my phones in a timely manner, packaged everything safely, and even kept all the tracking numbers, submission IDs, and order numbers, and they still can't figure it out.

I feel like my phone is basically sitting in the corner of the warehouse and now I'm stuck paying for a new phone because someone couldn't pick up the package and process it correctly.

@GD0405 You have to fix this issue, it is not my fault your company could properly receive the package and process it. I'm now stuck paying for a new phone at full price, plus you have the phone I shipped! This is non-sense, I will never recommend a verizon trade in program after this no matter what the price is. I should have gone directly through apple where they approve/deny on the spot and I don't have to deal with this.

[sf95]

Same here! My trade-in got sent to the Verizon recycling facility in Troy, MI instead of the trade-in facility in Forth Worth, TX. I'm just about ready to go to small claims court. NO ONE at Verizon is willing to help me and escalate the issue to someone who can actually do something about it. I've been dealing with their customer service since March for a trade-in that was initiated in January. I've been paying the bills hoping that I'd get it back one day. I've never met more customer service representatives that didn't know what to do and refused to figure it out. 

[vzw_customer_support]

We are experiencing increased volumes. One moment.

-Lorenzo

[vzw_customer_support]

sf95, this is never the exeprience we want you to have with our trade-in. We are here to help and I am confident we will turn this around. May I ask if you have the Submission ID for your trade-in? 

-Lorenzo

[sf95]

Hi Lorenzo @vzw_customer_support Thanks for stepping in. My submission ID is 269419228314033. Fingers crossed you can help. Everyone so far says I have to retrieve the device but it has likely been broken down at the recycling facility months ago.

[AMM7]

I am having the same issue. Would you be able to help me as well? Where would I find the submission ID?

[sf95]

@AMM7  The only way I got my submission ID was by calling VZ customer service. You might be able to go into a local corporate store and ask them for it. I ended up resolving my issue by working with my local corporate store.  If nothing else works, you can file a consumer protection complaint with your state Attorney General and get VZ executive office involved before going to arbitration.

[Esael473]

Hello Verizon,

I have, and many people, seem to have the same problem with 'lost phones' for your trade in program.  Seems a bit sketchy.  I will be contacting the NYS Attorney Generals office this week if the issue is not resolved.  I'm sure they would love to see all these 'lost' phones that never seem to make it to the Verizon facility.  This trade in program should be investigated immediately.  

[AMM7]

It’s ridiculous that so many people are having these problems with “lost” trade-ins. Toll free customer service are rude and can’t help and no help from company reps on this board. Instead, what I got was a text telling me my bill is going to be six times higher. I’m so irritated. 

[vzw_customer_support]

Oh, no! The last thing we want is for you to have trade-in issues or billing concerns. Our goal is to provide a world-class experience. Please send us a Private Note to further assist you. ~Gilbert

[vzw_customer_support]

I am here to help and would like to further discuss your account specifically. Please reply to the Private Note I have sent.

-Chris

[sf95]

UPDATE: I wanted to let everyone know that I was able to get this resolved by filing a complaint with my state Attorney General and it took ~3 weeks to get a call from a VZ executive to get my account credited. I hate that it took this much escalation, but the amount of time I wasted contacting VZ customer service over 3 months is way more ridiculous. 

A customer service rep on the phone said something very wise: "Anything could have happened. Your phone could have exploded in transit to the trade-in warehouse and VZ should still honor your agreement because everyone did everything right." 

[AMM7]

I just did the same thing this morning. I’m sick of the runaround. Customer service is useless. Different reps keep giving me different answers. No help or answers from the reps on this board either. I’ve been dealing with this for 3 weeks. I’m not about to get the runaround from them for 3 months. I feel like Verizon is trying to steal the phone I traded in which was worth $800.  Too many people are having this problem for it to be a coincidence. 

[vzw_customer_support]

This is very concerning to hear, we want to ensure we are getting this reviewed with you right away. Please send us a Private Note. 

*Gen

[bubbles22]

.

[bubbles22]

@sf95 do you mind sharing what you said to the AG/how you filed the complaint? I am taking this route because I have been getting the runaround and contradicting responses, going in circles, with no resolution from customer service. I appreciate you and thank you in advance. 

[vzw_customer_support]

Do you need assistance as well, Bubbles22? Please tell us how we can help you.-Bobby Johnson

[bubbles22]

Yes, VZ is claiming they did not receive 1 of 2  phones I sent in as trade-ins. Conveniently,  the phone that gave me a higher credit is the one missing. I dropped both phones off at the same time to ship back in Oct. 

[vzw_customer_support]

Hello! We want our customers to have the best experience possible with trade-ins. Please send us a Direct Message so that we can better assist you with your trade-in.

*Lisa

[bubbles22]

I tried sending a private message but it is not working

[timthemoose]

Add me to the list of frustrated customers.

I have been a Verizon customer since 2003 (beginning as Alltel, which Verizon acquired in 2008).

In March 2022, I ordered two new iPhones to replace our existing iPhones. As part of a Verizon promotion, we planned to trade in our existing iPhones for two $700 credits ($1,400 total). I mailed each iPhone in its own Verizon-supplied return envelope and label on March 29. According to UPS, on March 30, the trade-ins “Arrived at Facility” in Mesquite, TX. In the few weeks after that, I noticed that the trade-ins had not moved from Mesquite, so I called Verizon to investigate. A customer service representative from Verizon instructed me to contact UPS and submit a claim because Verizon could not issue my $1,400 credits until the phones were received by Verizon. Even though I wasn’t technically the “shipper” (as, according to UPS, the shipper is the person/company that issues the return label; i.e., Verizon), I followed Verizon’s instructions and opened up two claims with UPS on April 22.

On May 11, I followed up with UPS and received the following response via email:

Our tracking records show that a shipment investigation was processed and in progress for this shipment, which started since 04/22/22. The investigation can take up to eight business days, but our records also show that the investigation was finalized and a resolution has been reached already. Unfortunately, we are unable to provide claim information to a receiver or third party. All claims will be finalized with the shipper. You will need to please contact your shipper for further assistance and information on this claim resolution. Your shipper is the person or company that paid UPS directly to create the return labels to ship these packages.

Since UPS told me that a resolution had been reached with the shipper (Verizon) and that I needed to contact them for more information, that same day (May 11), I contacted Verizon and told them this information. They issued two tickets to investigate the problem and told me they would contact me once they had more information.

On May 17, I followed up via Verizon chat and was told:

“as I see the our dedicated team already collaborated with the courier for the lost returned to be shipped ion our warehouse - what Im trying to say is that the return is on progress now.” To clarify, I responded: “So to be clear, I will be receiving a credit for both trade-ins that were lost, and that I do not need to do anything else for that to happen. Is that correct?” The Verizon Agent responded: ‘That is correct. To extend my assistance to you, I will make sure to make an extensive note regarding this so we both have a reference and when you contact our team, you don't have to start from scratch…I also submitted a follow up request on this and to set expectation you will received an email notification regarding on the status - the work around will be 7-10 days - if you havent heard from us after 7 days or on 5/31 - you can contact us back directly at 800-416-8894.” After this exchange, the Verizon Agent tried to get me to enroll in a more expensive service plan.

Having heard nothing by May 31, on June 6, I contacted Verizon again and was told: “Upon checking here, the case for the lost shipment is still on going. No worries, once your new bill generates, that's the time the case would be closed and you will receive your credit for your trade in phones.” This response suggested that the $1,400 credit would appear on my next bill.

When the credits did not appear on my next bill, I followed up again on July 2 with Verizon via chat. This exchange lasted several hours, and I was passed between at least two different Verizon Agents. When I provided them with the original ticket numbers that were issued, I was told it was “already resolve and the reason why you did not receive an update is because the ticket is not correct. I will create a proper ticket for this one.” Keep in mind that each time I have had to call or chat with Verizon, I have had to re-explain the entire situation. During this chat, the Agent(s) repeatedly told me I needed to upgrade my plan in order to receive the trade-in credits, and after at least 90 minutes, they told me “Just make sure you trade in the eligible device to get $700 trade in credit,” indicating that the Agent had no idea of what my original problem was.

Having wasted so much time and at wit’s end, I immediately called Device Trade-in Program customer support at (800) 416–8894 and was connected with Kimberly. I explained the entire situation once again. She was very sympathetic, took down all my information, and provided me with two new ticket numbers (one for each lost phone). She told me she would follow up the following week with more information, and I was finally feeling confident that my problem would be resolved.

On July 6, I received a text message from 900080004000 that said: “This is Kimberly from Verizon. still working on a resolution about your trade ins. Thank you for your patience.”

I never heard back from Kimberly again.

Today, August 1, I called Verizon again to check on the status of my tickets. On the first call, I was connected with an Agent, told him my entire story, and gave him my ticket numbers. Because he had to “reset [his] system,” he asked for a callback number and disconnected our call. After several hours, it became apparent he was not going to call back. I called Verizon back, was connected with a different representative, and told her my entire story. She checked the ticket numbers and informed me that they had been closed because UPS still had the claims listed as “in progress,” and therefore, the investigation was still opened. She said the only way to resolve the issue was to speak with UPS, and she suggested we call UPS to check on the status of the claims I submitted with them. She implied that we would speak to them together (as a three-way call). She put me on hold, and after several minutes, I was connected to UPS’s customer service automated system; the Verizon representative was no longer on the call. (A side note: I navigated through the UPS automated system and was automatically disconnected once none of the options related “claim investigations” worked.) This is also a good time to reiterate the fact that UPS has already made clear to me several times that they will deal only with Verizon with respect to these claims given that Verizon is the “shipper” who purchased the return labels.

After the latest issue, I went back to my UPS account to check on the status of the claims. The current status of one of my claims is “Paid” and says “The search for your package is complete. We have been unable to locate your package” and “A claim has been issued to the sender for your package. Please contact the sender for more information.”

In summary:

1. After I promptly shipped them at UPS as instructed, two trade-in phones valued at $1,400 total were lost by UPS.
2. Even though it was not my responsibility (because I was a third-party), I submitted two claims with UPS.
3. Verizon has been compensated for at least one of those claims (again, claims I submitted even though UPS has repeatedly said these claims should be submitted by Verizon). I, however, have yet to receive either of the $700 credits I am owed for returning the phones as instructed.
4. Verizon has provided absolutely no support in a case that occurred through no fault of my own and in which I have done nothing wrong. I have spent hours, over a course of several months, on the phone and on chat explaining (and re-explaining) the situation. I have had numerous tickets created, none of which have created a solution (and every single time, I have had to follow up with Verizon). The only thing Verizon has reliably done is tried to sell me a more expensive plan.

I know I am not alone here, as a brief search on the forum shows so many other customers with strikingly similar troubles. I have written this post with the hope that someone from Verizon will actually be able to help me without me having to relive this experience by explaining it once more. If nothing else, I want to document my frustrating experience in the likely event it will be used as evidence in the inevitable class-action complaint against Verizon.