I bought a new Pixel 8 Pro on June 9. I accepted a $0.00 monthly promotion for 36 months to place the order. That promotion did not show up on my account. I was told to wait until the phone shipped (it was on backorder) to see if the promotion showed up. It did not. To protect myself, I took screenshots of the ordering process and even took a video of the whole ordering process (using a different line on my account, because my order made my line ineligible for a new order). I spoke with a Supervisor at the time who confirmed that the website was showing that I was eligible for this promotion without a change in my pricing plan or a trade in. I was told twice to go to the Verizon store and show them the screenshots and the video and Verizon would honor the promotion. I did that, but I still did not get the promotion. While at the store, we called Customer Service and got nowhere and could not get to a Supervisor. They were looking for a OTS(?) code, that did not show up in the order process.
I have repeatedly called and asked for Supervisors. I have now spent 4 and a half hours on calls and 5 hours in Verizon stores trying to get this resolved. At no point have I been connected to a Supervisor during these calls or my time in the store. I have been repeatedly promised that a Supervisor would call me back. Not once has that happened.
In total, I have more than 10 hours invested in trying to get this addressed.
How do I get someone to actually address this issue and give me the promotion that was on your website and that I accepted?
My next step is to pursue this through my State Attorney General office and the consumer complaint hotline.
