I switched from AT&T to Verizon on 2/18. This was largely incentivized by a promotion to pay off the remaining balance on my AT&T devices, which totaled over $1,000. I was told by the in-store representative that I would receive an email with the redemption codes in the next few days, and then later by a virtual assistant who told me 5-8 days and to wait a bit longer. These rebates are clearly shown on my receipt at the time of purchase. I have still not received the rebates by email and cannot find them anywhere within my Verizon profile to redeem them.
I went back to the virtual assistant live chat a second time and they were not helpful - no solutions were offered other than returning to the store where I purchased the devices from. They incorrectly told me that I would receive gift cards in the mail within 8 weeks, but the in-store representative was very clear that I would need to submit for the rebates with codes provided in that timeframe (not automatically receive the rebates). I then tried calling customer service, who told me that I needed to be transferred to the rebate team. Upon speaking with the rebate team, they told me I was transferred incorrectly because they do not see the rebates. And as the Rebate team cannot actually view Verizon accounts, I would need to return to Customer service because they are the only ones that can submit a trouble ticket / escalate it properly. Instead of a direct transfer, I was sent all the way back to the beginning of the automated voice queue. According to the rebate representative, this happens frequently and Customer Service often transfers people inappropriately. This is a waste of everybody's time involved.
I am frustrated and feel like I am being deliberately deflected and sent around in circles. Customer service was not actually interested in working towards a solution to resolve my issue. While I plan to go back in-person to the store when I can, I don't understand why these systems across customer service branches are so seemingly siloed and incapable of taking useful action or properly escalating to somebody who can. I feel this should be a simple solution of just sending out the rebate codes as outlined on my receipt. At best it feels incompetent, and at worst it feels malicious to prevent me from redeeming the promotion.
