$800 off with Trade-in and New Line not Honored (6 months and counting)

[GermKing]

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,

[vzw_customer_support · Accepted solution]

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

[GermKing]

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.

[ryanbriss]

Help! I have the exact same issue - would really like the level of assistance you received. thanks

[ihatephonesbutiloveu]

• 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. 

[vzw_customer_support]

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