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Not sure what is going on here, been a Verizon customer for over 2 years, with up to 5 lines on my account. On December 31st, 2021, we added another line while they had a promotion going on - Up to $1000 off a "Samsung Galaxy S21 Ultra w 5G 128GB" with a trade-in on a new line. We even used their online tool to make sure our trade-in was eligible (Samsung Galaxy Note 10), and it was – for $800.
Fast forward 6 months, and the promo has not been applied. Since January, I have called and chatted with multiple reps, each time, the story was similar – “that the last person made a mistake, but they had fixed it. I got that assurance each time (after over an hour chatting or on the phone) for 4 months straight. They even promised to call back or send an email that all had been fixed. Only got a call back once, but the issue still remains, the promo has not been applied.
Now it appears that the store where we made the purchase made a mistake and did not apply the full promo, they just did a straight trade in ($137). This is what we have been trying to get corrected – it should be $800. Most of the reps I spoke with said they were submitting some sort of correction form and it would be resolved on my next bill. Now I have waited multiple bill cycles to see if the promo shows up bit it hasn’t.
This is getting quite frustrating – anyone have similar experience or advice on what to do?
Thanks,
Solved! Go to Correct Answer
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GermKing,
Getting the proper trade-in is a must, and I'm sorry this has been such a process for you. We're eager to get this addressed so you don't have to worry about it any longer. We're going to send you a private message within this platform. Please respond to the private message and we'll proceed.
-Ryan
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GermKing,
Getting the proper trade-in is a must, and I'm sorry this has been such a process for you. We're eager to get this addressed so you don't have to worry about it any longer. We're going to send you a private message within this platform. Please respond to the private message and we'll proceed.
-Ryan
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Well, that was quick, kudos to the Verizon team. They spent some time reviewing my account and were able to apply the credit while I was online. The best part is it immediately showed up on my account for the upcoming billing cycle.
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Help! I have the exact same issue - would really like the level of assistance you received. thanks
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I'm not sure how to make an original post, but my situation is similar. My daughter got a new line of service and her trade in was supposed to be 800 with a new line of service. Not up to 800. The representative just told me she did not send back the #iphone 11 and then he said didn't they tell you she would get up to $800 after inspection...no that is not what the deal was with best buy. I want to see the phone they are saying she sent in or I want the $ 800 credit. Also he went silent and just listened to me and pretended like he wasn't on the line. Yes I was upset and irate, but I'm tired of getting p#ss poor service when I have been with Verizon 16 yrs. They are only offering $142.50 after the best buy rep entered the promo code in the system. This is truly alarming and I'm ready to move my service elsewhere. I would rather Verizon correct this instead of having to take further action. I was also advised to file with small claims court and make a complaint with the FCC.
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In addition,
I was asked about the service I received. I selected 1 for poor. They asked what happened. I explained and then when I communicated again and said why do you ask about my experience if you do not respond and then the next text stated I'm sorry this ticket has been closed. WHY???
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Hello wjack, thank you for contacting us today. We're here to help! You mentioned you were told you didn't have to send in a phone, but you're now trying to do a trade-in?
~Baldo
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Hello, I sent a reply and for some reason it did not post. There is so much wrong with this transaction. She was promised 800 for the trade in. She sent the phone in. I only received $52 because now they are saying she did not send in the right phone. I talked with someone and they told me they would send the phone back and have a supervisor call me. I have not heard from anyone and I'm guessing I will not receive the phone back. We were misled and now a phone I paid over a thousand for has been deducted to 50 bucks.
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- Wow! This is day 2 of them turning off my phone for this. I'm not sure why it's so confusing. They've ruined my birthday, charged my card. If it were up to me I would have switched a long time ago. At this point I just don't think have the most competent systems. Which is unfortunate because they're such a big company. If they receive my trade in, it should reflect on the bill immediately. I shouldn't do their job for them. Just how I feel.
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Hello! We never want to be the rain on someone's birthday. We want to make sure that we do all that we can to check the status of this trade-in for you. I will be sending you a Private Note. Please respond to that message. Thank you.
-Kevin
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Having same issues