This is has got to be the worse experience I have ever had since been with Verizon. I cannot believe this is standard. I reached out to chat support on 8/12 and to find out eligibility and was told I would be eligible for the NFL Sunday Ticket promotion “if I changed to unlimited plus". After I asked a few more questions about the differences in the plan I was on and this new plan, I agreed to make the change to take advantage of this promotion being the "NFL Sunday ticket on us". After being told and promised I was all set and would receive an email with steps, I never received any steps.
So, I reached back out to chat support only to be told all of sudden that I am not eligible. I explained that they can see the history and see I was told and promised the free offer if I upgraded to the unlimited plus plan.
But all they could tell me was “sorry YOU were misinformed and there is nothing they can do except offer $100 off"
I am now beyond frustrated and called in to speak with someone, only for them to tell me that I am in fact eligible and should receive the steps soon. They proceeded to tell me that there is an issue with emails going out and to give it a couple days, and if I did not get the email notification to reach back. So, I am happy and I am thinking everything is good to go.
So here is it is Monday and I reached back out to chat support thinking it's all settled and I am just going to inform that I did not get the email yet. Only to be told once again that I am not eligible and it's why I did not get the email. So, I explained the ENTIRE situation again and all they did was tell me “Sorry, you were misinformed."
So, I called in again after getting nowhere with chat. But this time the rep told me the same thing claiming that it's a system thing and that I do not qualify. I explained to them the entire situation and they acknowledged seeing the chat of which I was promised the offer and told I was eligible and made the change to my plan. But they still could not do anything. After expressing my frustration with this entire experience, they proceeded to offer again $100 off but it would be a credit on my bill. This is not at all any resolution I expected after going through this mess so far and nowhere near to what I was promised, ESPECIALLY after making the change based off of what was promised in the information given to me by the first representative that made the plan change for me.
So, I asked to speak with a supervisor. The supervisor repeated what was explained to me, but it seemed like no one was understanding my issue here. I was told that I was eligible and made the change based off of that promise, then told I was not eligible after I already made the changes to my plan, then told I was eligible and all of the changes were set and I am good to go. Only to be told again I was not eligible multiple times despite me explaining to every agent my frustration and exhaustion to this entire experience. While speaking to the supervisor the line goes silent. I waited for several minutes and no response. I hung up and called back. I had to explain again the entire situation and get transferred to another supervisor, only for the line to go silent again. Both times I got 0 call backs. I had to call back again.
At the end of the day this has gone on since Saturday and I am beyond exhausted and frustrated at this point. I got on the call with another supervisor and later their manager only for them to tell me that they cannot honor the promotion and that they can only offer to put me back onto the old plan (by the way this old plan I was told was grandfathered and no longer existed) and only offered $160 off of my phone bill.
But, after hours of being on the phone and the back and forth I had to go through, I am sorry but that is not satisfactory to me. I should not have to go through this over a promotion that I made a change to my plane based off of the information given to me or be put into this situation because of "misinformation" by the agent(s) and then offered a solution less than equivalent to the issue based on everything I had to go through, then told there was nothing else they can do.. This an outrage and I do not understand how this is the way to treat their customers in this situation. I was on the phone for close to 4 hours dealing with this, not to mention the countless hours between Saturday and today. And still no resolution outside of a measly $160. I told them several times that I was not satisfied with this resolution after going through all of this to get here days/hours later and the best I got was $160 credit off my bill? I would've gladly taken the offer it was offered on Saturday after being told I was not eligible, but that's not what happened. Instead, I was told yes, I am all set.... AGAIN. I don't care about my bill, what I care about is being lied to twice by two different agents, making a change off of that lie and then given a "shrug" shoulder treatment. That resolution is nowhere near equal to what I just went through. As long as I was with ATT, I have never experienced this and I am ready to go back at this point, taking both my personal and business lines with me.
Anyone else out there go through this?????
