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Hello,

This is not the first time I am contacting Verizon regarding this issue. I am very frustrated now calling Verizon and holding lines for more than an hour and getting no resolutions which is why I am detailing my frustration and issue here...

Let me explain you my situation.

Sept 30 2016: I moved to Verizon from T-mobile and PRE-ORDERED 5 iphone 7 because there was a promotional plan that I will be receiving full $650 credit with iphone 6 and above trade-ins.

Oct 18: I didnt get the iphones yet but I confirmed with customer care that I will be getting full $650 credit and she said YES. (I have complete chat transcript).

Nov 12: I got all the 5 iphone 7 and activated Verizon account. I also contacted Customer care and they said that I can return the old iphone 6 and get full $650 trade in credit since I purchased in Sept. She also confirmed that I can return/trade-in iphones in any Verizon store. (Again I have full chat trancript).

Now here all the frustration begins!!!

I returned my old iphones in Verizon store in couple days; Verizon store said it is not showing full $650 credit but you would need to contact customer care since you pre orderd iphones in Sept; you should get full $650 trade-in credit.

Nov-end to early Dec:

I contacted Verizon chat 4-5 times regarding same and they said that it will all been taken care of. They submitted some trade-in correction forms and asked me to call a number to confirm the trade-ins.

mid Dec:

I called that number and I was on call with them for one hour and 30 minutes. Out of that I was kept on hold for 1 hour and 20 minutes. I dont know what the agent was doing but after all checking and everything; she responded that her manager will give me a call back in 2 days. AND I NEVER GOT ANY CALL FROM VERIZON.

22 Dec: I again called Verizon trade-in department, Was in call for again 1 hour. He AGAIN submitted recalculation forms and assured me that Jan bill I will not see full $650 credit but from Feb bill I will definitely be getting full $650 trade-in credit for all my 5 lines. He promised and me confirmation number and all.

Feb 16 2017: My second bill came; It was still incorrect. I AGAIN contacted trade-in department. I was in call for 1 hour and 30 minuted. This time Rebecca was helping me out. Looking for several minutes she said that trade-in dept evaluated those forms and somehow the system is showing that I got iphones in Nov and not Sept which is incorrect. So she contacted higher level manager and told me that I will get call back from manager inn 2 days..

It has been 5 days, I did not get any call..

AND it has been more than 90 days, since I have been calling Verizon customer care, explaining to them and yet my issues has NOT BEEN resolved. It is very frustrating to hold the line for several hours and customers agents making FALSE PROMISES on issue resolution and calling back.

I had to explain this entire damn thing every time I call or chat with agent.. It is very very very frustrating to see how bad the Verizon customer support is. I think I made a very big mistake switching to Verizon. I am still hoping my issue will get resolved!!!

Thanks,

Not a very happy Verizon customer.