Verizon offered an iPhone 12 trade-in pre-sale promotion of $440 for your existing phone, divided into a 24-month bill deduction. So, we decided to trade in two of our phones. Both phones qualified for the $440 trade-in. We ordered two iPhone 12s. They both came on the same day. We returned our trade-in phones that afternoon, using two separate return boxes with UPS labels. We tracked the boxes, and they both showed up at the Verizon return office at the same day/time. My phone was examined and approved for the $440 credit within four days. My wife's phone has never been approved/disapproved.
This was six weeks ago. I have chatted/talked with at least six Verizon agents since then. They affirm that the phone was received, based on the UPS documentation. I worked with each agent at least an hour, some longer, attempting to resolve the issue. At least four agents "gave me their word" that the issue had been resolved, that I would see the credit on my next bill. Well, guess what, I still haven't seen the credit. It's now being "investigated" to see what happened to the trade-in phone. If you haven't found it in five weeks, what makes you think you will find it in one more week?
This is really simple. Either give me the $440 credit for the trade-in phone, which was in very good condition, or return my trade-in phone to me. Oh, that's right, you can't return my trade-in phone because you lost it!
It felt good to vent on a community forum. We have been Verizon customers for over twenty-five years. My takeaway from this is that none of the agents that I have talked to/chatted with have very little authority to resolve any issues that a customer has.
