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Support Experience - NFL Sunday Ticket

This is my review of the process I have been through with Verizon support that was resolved by a denied escalation request after what I feel like is the worst customer support experience I have had with any company.

Here are the details. I was lied to first by a rep saying I just need to change one of the plans on my account to unlimited to get the promotion. The rep made the change on the account knowing this was supposedly done to get the NFL Sunday ticket promotion. I never received the redemption email so I contacted Verizon support again to get an update, another rep explained that the previous rep lied to me, they didn’t have the ability to give the promotion and assisted me with switching back to my previous plan. I filed an escalation with this rep after I was lied to, I waited for a response to this escalation but never received the promised update from the second rep. I reached out to support again to get an update and was told by the third rep it was approved and just needed to wait for an email to redeem, as there was no redemption date listed on the promotion that was attached to the escalation. I waited and again never received an email so I called in and I had the fourth rep tell me there wasn't any offer attached to the escalation and that they would figure all of this out and call me back today with further updates about my escalation, not to my surprise they didn't. I sent a message in to Verizon support through my ticket to get an update today and the fifth rep checked the support ticket and escalation and notified me that it had been denied.

So in summation I have been lied to 3 times and to resolve all this my escalation request gets denied, even though all of this has happened and I already have 5g home internet plus so I can't upgrade to 5g home internet plus to get the promotion. In addition to this, I was told by the fourth rep that all I would need to do is cancel my current 5g home internet plus and sign up for it again to get the promotion. But why would Verizon want customers to go through this process when they could just give the promotion to the clients that already pay for the highest and most expensive package, not to mention we have been with Verizon for 21 and a half years. Sounds like Verizon doesn’t care about their long term customers. I would hope that this post finds others with similar experiences that are willing to share so hopefully we can enact some changes in how things are handled in support on Verizon’s behalf.

Comments

Verizon_Support

Hey there, Brayden4, we appreciate yoru loyalty over the last 20+ years and are sorry to see you had to reach out multiple times in reference to this offer. To make sure we're on the same page, you were looking to redeem Sunday Ticket for your existing 5G Home Internet? If so, what plan did you upgrade to and when? What plan are you currently using?

-Lauren

Brayden4

I currently have 5G home internet plus and have for at least a year. I can’t upgrade like is required to plus to be eligible for the promotion because I already have it. I was told by the fourth agent I would just need to cancel my home internet plus and then resign up for it to get the promotion. Why not just give the promotion to long term customers already paying for this plus package instead of making them jump through hoops?

Verizon_Support

We appreciate your feedback and loyalty. Verizon works hard to provide stellar service and promotions to both new and long-time customers. Each promotion has requirements that make you eligible or ineligible to receive it. We encourage you to keep an eye out for new promotions in the future. I am confident that we will have a promotion that may benefit you.

~Maria

Brayden4

Your response to a long term customer telling you how ridiculous the hoops are to get access to the promotion is to look for new promotions. This is the problem with Verizon, there is no accountability for actions of support staff and shows a complete lack of customer experience care or resolution. For a company that claims to be the best in the industry this a pathetic attempt at a solution. No apologizes, no offer to make things right just consistently changing the subject or avoiding responsibility with the most copy paste responses. I hope others see this and things change because this should be unacceptable.

Cortez123

I had almost the same exact experience. Told 5 different things by 5 different agents. I upgraded plan a month ago and was told to wait for email. Then another agent said it was escalated and to wait. Then another agent said I wasnt eligi by ble. Another agent told me to creat a separate account. On and on. I just downgrade plans and started looking at ATT. This is the worst customer service i have had from any company.

Brayden4

Thanks for sharing, hoping something changes and we can be provided solutions more than just wait for new promotions 🤦‍

Cortez123

@Brayden4
wrote:
Thanks for sharing, hoping something changes and we can be provided solutions more than just wait for new promotions 🤦‍

No. Prob. Tried one last time today and was told this time I needed a Samsung phone to qualify. I think Im done trying. Its exhausting explaining over and over. Good Luck!

Gchelsea13

Great, I just upgraded my plan for the exact reason. When I upgraded to a new samsung I was told I would get the NFL Ticket through youtube. I waited a few weeks and never saw the perk on my account, when I chatted with an agent today they told me I needed to upgrade my plan in order to qualify. Now it seems like that won't solve the issue.

Brayden4

Yeah I am thinking there must be some sort of incentive for support reps to “upgrade” you to a new unlimited plan while lying to the customers about what promotion you will get if you do. Thanks for sharing, still hoping we can get more and more people to post here to get attention.

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