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Another XBox Promotion Issue

I saw ads all over the place last December about the "Free XBox AND $200 Amazon Gift Card" promo if you switched to Verizon 5G Home Internet. I switched from AT&T on 12/26/23 and was told when I picked up the equipment at a local Verizon store that I would need to wait 30 days to activate the promotional items, and would receive an email about how to redeem. I have not received that email, so I went online to chat with Verizon customer service (which are normally excellent).

After much typing and waiting, I was told by "Ben" that this promotion "didn't exist" in December, and that all I was eligible for was the gift card OR an Amazon Echo. I explained the promotion again, and was told multiple times that I was mistaken, and the promotion was not a real thing.

I sent links from this community forum showing how others have had similar problems redeeming this, and was still told that the promotion did not exist. Then I was told to "just call the place you went to and see if they can help."

To say I'm upset is an understatement. I am stunned that it seems that Verizon pulled a "bait and switch" with this, changing the promotion before people can redeem it. I have never had such bad customer service. I saw multiple posts of people using this forum to get resolution, so I'm hoping Verizon can step in and make this right. The promotion was a pivotal factor in switching, so this is highly disappointing.

Comments

Verizon_Support

Hello thoma011, we're sorry to learn you're having issues with our promotion. We want to help as much as we can. Were you ever able to redeem the promotion via your My Verizon tiles? If so, what happened?

We will gladly provide you with some steps that have helped others in redeeming the promotion. If that doesn't work, don't worry. We have the ability to escalate the issue so that you can claim your promotions.

~Ivone

thoma011

The only tiles I saw were for the Amazon card. No other tiles were available. I redeemed the gift card, but still getting no resolution otherwise.

thoma011

Now I'm being told that my activation date was outside the promo dates so I have no recourse?!? I verified with Verizon customer service on 12/26/23 that the promo was valid and they helped me sign up. Why would they tell me this if they knew the activation date was not valid?

Verizon_Support

Thank you for the details. We're sorry you have not received anything from the gift card, but if you were able to redeem it, we're on the right path. It is taking longer than we expected to get a response for the gift card. Submissions are normally reviewed within 5 business days and gift card promotions may take 4-6 weeks to be fulfilled.

~Ivone

Verizon_Support

Here are the steps for the Xbox redemption process that have helped other customers.

1. Sign in to My Verizon (make sure you do this on the website not the app).

2. Navigate to the My Verizon account page.

3. Click on Get Xbox Series X on us redemption tile under "Make the Most of Your Plans".

Result: The customer is taken to the page to redeem the Xbox Series X.

4. Do the following under the Xbox Series X console redemption tile:

Review and accept the Terms & Conditions by checking the box.

Click Select.

Result: You are taken to the Cart with the Xbox Series X console with the promotion applied and the price of the Xbox Series X console is shown..
5. Select Shipping information.
Note: Delivery of the promotional device may take up to 6 weeks. Advise customers that paying for expedited shipping will not decrease this shipping time frame.

6. Submit order.

~Ivone

thoma011

I redeemed the Amazon card just fine and have the tracking number

Verizon_Support

No worries, we can go ahead and escalate this issue for you. We will be sending you a private message to further assist.

~Ivone

thoma011

I don't see that tile at all. I only see Amazon Home Offer is Ready (which I already redeemed) and a tile to "Get Exclusive Offers on Accessories from Verizon Up."

Stryder17

I have received the same exact issue with Verizon on every time I’ve talked to them about the Xbox series x and Amazon gift card promotion I’ve gotten different answers each time from several different representatives and it is now almost the end of January and I still have not been able to redeem any of my promotion. I just want what’s promised to me so come on Verizon help me out here. The tile isn’t on my Verizon app

Verizon_Support

Hello Stryder17, we're sorry to learn you're having issues with our promotion. Were you able to redeem the promotion at any time? Do you have a submission ID? Please provide us with the details of your situation.

~Ivone

Stryder17

Submission ID for what?
I ordered the 5g home internet in December for the promotion of the Xbox series x and 200 dollar gift card or the Amazon show 10 and it said after internet was active i would get an email on how to redeem my promo items. I have yet to receive the email on how to redeem any of those items and I’ve spoke with several different reps and I keep getting different answers as to why I’m not getting an email. One said I had to wait 60 days to get the redeem code and the other said I would get an email in two weeks but on the promo it said it had to be redeemed within 60 days or I won’t get the products

kiddunn7

I had a similar experience with Verizon regarding the Xbox.

I ordered the Home Internet on January 2 and followed the rules very carefully knowing I had to do everything online. I did call Verizon to ask how I was to redeem the gift card and the Xbox, as the details were not clear on that aspect and at that point, “apparently” a sales agent jumped onto my order to appear as if I called and ordered the Home Internet via live agent instead of online as the offer had indicated.
I did receive the Verizon, the Amazon $200 gift card immediately that did not know how to redeem the Xbox, nor was it clearly written.

I did Everything online myself, but I guess calling to ask a but I guess calling to ask a question locked me out of the promotion and a deceitful agent claimed commission on a sale they did not initiate.
The rules were pretty vague. I have a picture of those.

After being a customer with Verizon, and all its previous affiliates for the past 40+ years, I’m very disappointed in Verizon and how this so-called promotion, was done. It promised all these offers but was not complete or clear on how to redeem them, so by making one phone call, if that’s what happened they can’t tell me, to Verizon with even a simple question would invalidate the promotion.

I will be canceling when my 180 days is up. I also have 5 lines of service that are not in contract that I will be taking with me in the 180 days.
I have had Verizon for a long time and have been very satisfied with their service but, if this is the company they have become, I want no know part of it.

Verizon_Support

Oh, no! We are truly sorry to see you in this dilemma. Before anything thanks for your 40+ years of loyalty to the company, Verizon appreciates your business. Having questions about claiming, redeeming or checking the status of your Amazon Gift Card from the 5G Home Plus Promo offer? Here are some notes, or steps to take that can help:

The redemption process begins upon the activation of your qualifying 5G Home Plus Plan.
- Once activation is confirmed, qualified Home Plus customers will have a notification tile within your My Verizon Online / My Verizon app after logging into their account.
Upon redemption, Your eligible Gift Card will be delivered electronically within 24-48 hours.
- You can check your redemption status at https://www.yourdigitalrebatecenter.com/#!/check-my-status
Qualifying customer may also want to check their spam folder for the below Subject and Sender:
- Email Subject: Your Gift Card has Arrived
- Email Sender: YourWirelessRebate@YourWirelessRebateCenter.com
If you still have questions about your gift card redemption, status and eligibility, please let us know, so we can further assist you.

For other Verizon Gift Card Frequently Asked Questions, please visit our FAQs at https://www.verizon.com/support/gift-card-faqs/

~Gilbert

Verizon_Support

Regarding, your Xbox Console Redemption:

- Upon activation of 5G Home Internet with the 5G Home Plus plan, qualifying customers receive information highlighting the promotion:
* In an email with the eligible redemption date
* As a tile on My Verizon Online / My Verizon app
- Redemption is available immediately after activation for the Xbox Series X.
- Customers have 60 days from this date to redeem the offer.
- The final day to redeem is listed on the tile under "Make the Most of Your Plans" on the My Verizon Mobile account page.

Actions:

1. Sign in to My Verizon.
2. Navigate to the My Verizon account page.
3. Click on Get Xbox Series X on us redemption tile under "Make the Most of Your Plans".
4. Do the following under the Xbox Series X console redemption tile:
A. Review and accept the Terms & Conditions by checking the box.
B. Click "Select".
5. Select Shipping information.
6. Submit order.

Let us know if this information helped.

~Gilbert

Stryder17

This is what I’m saying there is no tile for the Xbox or the other promos on my account but I do have the email saying I’m eligible for the promos. There is something going on y’all’s end where it’s not showing up for me. Please look into my account and fix this please cause I’ve been a valuable customer to yall and make sure I pay my bill on time every month and I also recommend yall to everyone that’s not a Verizon customer

kiddunn7

I had the same issue and wondering how to redeem the offers and to ask about that it invalidated my purchase and made it a sales rep purchase instead of an online purchase.

kiddunn7

As others in this Forum have posted, “ I did not have that tile to click on” nor were the instructions you posted above attached to the Promotion.
when I called to inquire where the tile was, that is when a sales associate apparently took over my order for it to appear as an order, I placed directly with a rep and not online. Maybe this representative needs to be viewed to see if this happened on others accounts as well. they may not be rightly due their commissions, for sales that were not obtained the right way. .

trichards89

I have been having the same issue for almost 2 months now. No tiles to redeem the offers and i keep getting the run around from customer service. They keep saying they will create a ticket but this is my third ticket they have submitted and still no help with redeeming my offers. I will be cancelling my service this Friday if no progress still

trichards89

donsmolinskijr

I have also had this issue. I added home internet to my phone plan to get the XBox One X promotion -AND- $200 gift card of an Amazon Echo I and have heard nothing. I did all this over live chat with their agent. A 3-hour chat (of which I actually have a full copy of the chat log along with several pictures of said log with the agent from the app) with an agent on New Years Day. Finally, I secured the deal. The rep told me to circle back in 10 days to begin redeeming the gift card. So I do that, and that rep tells me 4 different stories, including that they "ran out" of XBoxes. After a couple more excuses, out of her, she said I needed to wait a total of 30 days.

So, I call back 20 days later. It's February now. The agent reaches out to the "Rebate Team". After an almost 2-hour call, he informs me that the rebate team will be reaching out to me in a week or two and that there have been problems with the rebates for some promotions.

I wait 3 weeks on purpose. It is now March 3rd. I'm on once more with another rep. I have now talked to a total of 5 representatives. I have to explain the situation over and again, even though my account is notated. She reaches out to the "Rebate Team", has me on hold for 20-30 minutes at a time and no solution. Once more I'm told that they'll be reaching out to me in a week or 2.

Each time I've called, your reps pretend like this offer just simply didn't exist and I have to go thru all kinds of nonsense to get anything done. Clearly, that's failed, too. I'm just told to wait longer and longer.

I'm no closer to resolving this matter than I was over 2 months ago. I signed up for a promotion, I was promised certain items because of said promotion, and Verizon has not delivered, nor do I think they ever will.

I could say I feel cheated and robbed, but the fact is that I actually was cheated and robbed. I've been fed one delay tactic after another. All I get are lies.

I'll give Verizon 7 days to respond to this. If not, I guess I'll find out how well T-Mobile's phone and internet services are.

Jessebelle

Same! Still waiting on an answer… I’m on escalation #4!

Verizon_Support

Oh, no! We are shocked to see you have yet to have your Xbox promotion honored. Our goal is to aid you in the best way possible.

Please elaborate, what occurred with your previous three escalations?

~Gilbert

donsmolinskijr

I was told that my XBox application was escalated and it would take 4-6 weeks and it's been way longer now and I haven't heard anything back.

Please help.

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