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Trade-in scam

Member

I'm completely frustrated with Verizon regarding their trade-in program. I've been dealing with customer, technical support and the trade-in department since December 2016...I keep getting different answers from each person I talk to and have yet to see the rebate I was supposed to get. In November I was talked into trading in a 1-year old Samsung Galaxy S6 by a Verizon store representative for a "free iPhone 7" (I was in the store for a different issue). They assessed my S6 and stated it was in perfect condition and would qualify for the $649.99 rebate for an iPhone 7 (in good working condition, without any blemishes of any sort). The only reason I traded it in was because of the promotion. I would have never traded in a perfectly great phone except that it was an opportunity to essentially upgrade with a "free phone". I purchased the iPhone 7 on November 28th 2016 and sent back my pristine Galaxy S6 soon after receiving the prepaid box from Verizon. I would like to point out that I have been a very loyal customer for several years now, always pay my bill on time and currently have 6 devices under my plan.

I received an email on December 20th stating I was only receiving a credit for $69.00 due to "Your screen was unresponsive or had cracks or dead spots". I immediately called customer service as the Verizon store I purchased the iPhone 7 from inspected the S6 phone and agreed I would get full value. I thoroughly inspected the phone before I packaged and shipped the phone and there were absolutely no blemishes, no scratches or cracks. I was transferred from customer service to Luis in the trade-in department I was told that my phone was unresponsive when they received it. He stated the phone would not power on when they received it. At that time I explained that the phone, when it left my hands, had zero issues of any sort. He stated that they could try charging it and re-look at the phone. He said someone would get back to me in the next week. I also told him that if Verizon could not give me the full $649.99 credit that I wanted my phone back. He promised that I would be able to get my phone back if I was not satisfied with the re-assessment.

After not hearing back from Verizon after 1 week like I was told I called back on December 30th, 2016 and spoke to John in the trade-in department. He reviewed my account and stated that the phone actually was responsive but that there was a microscopic chip that could barely be seen. He stated that this could have occurred after they received the phone. He said he could over-ride the initial findings and told me he filled out paperwork so I would get the full $649.99 in the next couple billing cycles.

Beginning of February I called customer service again to inquire about the trade-in credit as I still had not seen it on my bill. The customer service representative said that it would be posted the following Monday and I would see it on the next billing cycle.

I received an email prompt with my next billing cycle on March 5th 2017 and still no credit. I called customer service immediately and spoke to Kristin to explain the situation. She looked through my account and told me that on January 18th someone posted that my phone was not eligible for the trade-in value due to a crack in the screen. She stated that my phone had a crack in the upper portion of the phone from one side to the other. I explained to her that I wanted my phone back and that I wanted the pictures that were taken of my phone. She spoke with her supervisor Ashley and told me that I would be receiving my phone back. She told me  I would receive an email prior to it being shipped out.

Ashley transferred me to Ramsey in technical support in order to obtain the pictures that Verizon took of my S6 phone.  Ramsey sent a picture to me of a Samsung phone that had a good size chip out of a phone. I explained that there is no way that was my phone, at least not how I had shipped it out. He also stated that there is no way for me to receive my phone back. Why would it take Verizon 2 1/2 months to give me a picture. The also sent me a picture of the "my box" when they received it however their are absolutely no identifiers on the box or the phone to ensure that it is my phone. Disgusting!!!!

I'm completely disgusted with the customer service I have received. After reading many feeds on the internet I feel that I am not alone in what has happened to me. It seems like a bait and switch. I sent in a perfectly good phone (cosmetically and working condition). I have been told so many different stories each time I call regarding the condition of my phone, and they all contradict each other. I was promised  from the start that I could get my phone back. All I want is full credit that I should have received or to receive my phone back.

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Re: Trade-in scam

Customer Support

AMYAND20, we want to ease your frustration and make sure that all of your concerns are addressed. For a limited time, you could trade in your device that is in good working condition. A device is considered to be in Good Working Condition when it can turn on/off, the LCD screen is free of cracks and functioning correctly. Additionally, the device and connecting ports are free of visible corrosion and water damage, the battery is present, the device and charging ports are free of cracks, dents and are not missing any pieces or chunks. I apologize. We don't have the ability to view that device from here to reappraise your device. However, I trust that the request that was submitted for you will determine the true value of your device. It generally takes up to 10 business days to complete that request. Have you been contacted by phone or did you call us back at 800-922-0204 to verify if your device was in route back to you?

LasinaH_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

View solution in original post

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Re: Trade-in scam

Customer Support

AMYAND20, we want to ease your frustration and make sure that all of your concerns are addressed. For a limited time, you could trade in your device that is in good working condition. A device is considered to be in Good Working Condition when it can turn on/off, the LCD screen is free of cracks and functioning correctly. Additionally, the device and connecting ports are free of visible corrosion and water damage, the battery is present, the device and charging ports are free of cracks, dents and are not missing any pieces or chunks. I apologize. We don't have the ability to view that device from here to reappraise your device. However, I trust that the request that was submitted for you will determine the true value of your device. It generally takes up to 10 business days to complete that request. Have you been contacted by phone or did you call us back at 800-922-0204 to verify if your device was in route back to you?

LasinaH_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

View solution in original post

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Re: Trade-in scam

Member

I am in the exact same situation, except mine has been going on since October, 2016.  I contact Verizon on a monthly basis to get the credit of $27.08 applied to my account and each month I am told it will be on the next bill and will be back dated to October and I will have all the credits applied....each month there is no credit.  I called on 3/10 and was told that they showed the escalated request from 2/16 and it would show the credit of $27.08 x 5 on my bill 3/12. I get the bill online today and of course, no credit.  I went to the online chat and was assured she would apply a $27.08 credit on my current bill, I even received a text saying it would be applied within 2 hours.  I waited 3 hours and went online...guess what.....NO CREDIT.  I went back to the online chat and this guy did do the credit...but I am still owed $135.40 in credit (27.08 x 5 months).  This is absolutely ridiculous to have to contact them monthly and not get anything resolved.  How about I just quit paying my bill by 135.40 next month and by 27.08 a month there after until my 24 months is up???  I was a customer with Alltel then Verizon bought them out.  I have stayed with Verizon and don't want to switch, but the service and credit issue is obsurd. 

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Re: Trade-in scam

Member

I was totally scammed by the salesman. She told me I would get $300 for a LG G3. Then after the transaction was nearly done she informed me that she would have to send it in to get appraised, This is after I had transferred everything and was ready to walk out the door. I didn't know what to ask for and now I see that I don't have all the info to even check my status. I will be leaving Verizon soon. Why does the biggest wireless company have to scam it's customers? I mean, my bill is $200/month and they are willing to lose me for a $300 credit.

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Re: Trade-in scam

Novice

[Removed]

I was in the same boat as you OP.  Traded in my perfect Galaxy Note 5 as one of the 13 eligible phones in order to get a free Iphone 7 as this was the Black Friday 2016 promotion.   After 4 plus months of dealing with the trade in dept, and customer service, I was finally able to get thru to the right person which just happens to be the Verizon rep responsible for cancelling accounts.  I was done with Verizon, and was just gonna pay off my $850 Iphone 7plus contract and cancel my Verizon account.  I was not going to pay another penny for their service if I didn't receive the correct promotional trade in value.

If Verizon scammed you than what choice do you really have other than to cancel?

Again keep calling and complaining is all I can advise and eventually you will talk to the right person that can handle your issue.

discussing moderation removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

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Re: Trade-in scam

Member

hmmm thats strange, cause the same thing is happening to us. ?We ordered verizon service back in Dec of 2016 with the promo of trading in an i phone 6 and the i phone 7 would be free.....here we are 4 months later and 18 phone calls and the problem still isn't fixed.

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Re: Trade-in scam

Member

I am having the same problem.  Traded in my phone in October 2016.  I received email that it was received and appraised at the full estimated value of $400.  But the monthly credits of $16.67 for 24 months never kicked in.  I call each and every month on the 13th to get my bill corrected.  Each month, I am promised and assured that it has been fixed and that I will receive all credits due.  But each and every month, still no automatic credit on bill and I call -- again and again and again and again.  Did you ever get this resolved?  Has anyone EVER gotten this problem resolved?  If so, HOW did you do it?  I am so frustrated and discouraged.  This month will be device payment number 7 and this is still screwed up.  Any advice would be greatly appreciated.  Thank you.

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Re: Trade-in scam

Member

We ended up filing a complaint with BBB. within 48 hours someone from Verizon called us telling us the problem was solved and sent us an email for our recorders. Looking at out next bill they did add the credit on and the back credits also but for some reason also added all the credits on to one of our other phone lines also. So I'm sure that's going to be another mess to deal with here shortly. Verizon just doesn't seem to know what they are doing in the billing dept. And customer service is just a nightmare.  File a complaint with BBB and take it from there. Hope it works out for you.

Sent from my Verizon, Samsung Galaxy smartphone

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Re: Trade-in scam

Member

Thank you for replying.  I have been able to get Verizon to apply credits to my bill when I call each month.  They agree that I should be getting the promo credit and that there is a "problem" but they also assure me every month that it will be fixed the following month.  Yet, it never is.  When I look at my "estimate" of my next bill, it currently shows the higher amount due with no credit for the trade-in promotion.  The credits previously given after my calls to Customer Service have been listed under "one time charge" and not "monthly" on my statements.  Is there anyone out there that receives a credit each month for their trade in and, if so, where does it show on your bill -- as a "one time charge" or as a "monthly" charge?  Also, any hope the "estimated" next bill will be corrected when it becomes an "actual" bill?  Truly appreciate any assistance.

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Re: Trade-in scam

Novice

^ Like I previously stated... I called the Trade In Device over 10 times in 4 months via their 8004168894 phone number and each person I spoke to kept assuring me I will receive the correct credit amount in the next billing cycle and to just wait.  Never happened and it took me cancelling my account to finally speak to a representative that actually followed up personally and texted me with updates.

After 4 months I received the correct bill credits thanks to the CANCELLATION dept.

Here's how your bill should look like once you get the correct promo trade in credit applied

669.99 Promo Trade Credit 1 of 24 -$28.06

669.99 Promo Trade Credit 2 of 24 -$27.91

669.99 Promo Trade Credit 3 of 24 -$27.91

669.99 Promo Trade Credit 4 of 24 -$27.91

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