He apologizes and tells me they did receive the phone via the trade-in program as agreed and can retroactively apply the trailing $28.33 per month to my account (instead of the $17 that Agent #2 put in as a placeholder). So I called in, waited in line on the phone again, and spoke to Agent #3. Until then, my submission ID would say that I was only getting $17 back (total), but it would be corrected to the $28.33 trailing credit for 24 months when we talked again.
However, because she could not apply the $28.33 in credit without the trade-in confirmed, she set up an appointment with me to call back a week later. So the agent told me to send the first phone in, and in the meantime, she would create a new trade-in submission for me and send a new box. For some reason, the submission ID I was given for one of the phones didn’t work (and Verizon had no record of it despite it being listed on my receipt). They told me, ”No, do not put both phones in the box”. So I called the next day and spoke to an Agent #2 on the phone. This didn’t sound right to me as the receipt in the trade-in box only had one phone listed. I hopped on the virtual chat and was told by Agent #1 to put both phones in the one box and send it in. Fantastic! However this was the start of my problems.įirst, I only received ONE trade-in box in the mail. The promotion said that if I sent in my two old phones, Galaxy S7’s, I would get $679.99 off for each new Galaxy S21’s I upgraded to (i.e., $1359.98 total) or essentially $28.33 in trailing credit for 24 months for each phone. As I was selecting new phones, I was told via a dropdown box selection that I was eligible for a promotion via Verizon’s trade-in program for two of my phones. Because of the pandemic, I did this online. Two months ago, I (the account owner) upgraded 3 phones on my line.
#Verizon in home agent troubleshooting verification
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#Verizon in home agent troubleshooting upgrade
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