I was a 15-year customer of Sprint...what on earth made me change to VZW? Our 5 new lines were activated Aug 28, 2017 and all required paperwork and equipment was provided to VZW on Sept 29, 2017 (31 days from date of service). I have had three outstanding claims to receive reimbursement of ETF costs and VZW continues to deny the claims stating the information was received past the 45 day submission requirement. First, they lost the traded-in equipment. Once that was found, it was supposed to be another 10 days. Then, the evaluation of the once lost equipment had not been done so it now required manual evaluation...another 10 days to review. Here is my full record of communication to resolve what should have been a very simple transaction. WHY am I having to spend SO much of my time over 5 months to get this resolved. Someone, please help!!! This is hundreds, and hundreds, and HUNDREDS of dollars that VZW owes.
Date of New Verizon Service: Aug 28
Claim Submitted: Sept 29 (31 days, not 45+)
- 1) [removed] (original submission on September 29 with all three claims)
- 2) [removed] (created by Verizon rep on 11/21)
- [removed] (created by Verizon rep on 11/21)
Called 11/21/17: Representative advised all three lines were submitted under one claim and needed to be separated into three individual claims; representative created two new claims and advised would be resolved within 10 calendar days.
Called 12/6/17: Representative stated the equipment was not returned (which it was). Representative confirmed receipt of equipment; will re-review claims within 10 calendar days.
Called 12/19/17: Representative stated the equipment was received but had yet to be reviewed for trade-in value. Stated the trade-in value would be manually processed, 3-5 business days. Next 7 calendar days expect an update.
Called 12/26/17: Representative stated the claim was being submitted to verification department, will re-review within 10 days and to expect an update.
12/26/17: Spoke to supervisor, Carlos – resubmitted to escalation team. 10 days calendar resolution time.
12/28/17: Receive email stating the claim was submitted after the 45-day period.
12/28/17: Submitted detailed email to switch.submission email. Response within 5 days.
1/3/18: No updates received. Emailed again.
1/5/18: No updates received. Emailed again.
1/7/18: No updates received. Email again.
1/7/18: Posted to VZW community.
Claim numbers removed as required by the Verizon Wireless Terms of Service.
Message edited by Verizon Moderator.
