Child Item

Site Totals

61368 Questions Answered 267 Categories

Device Promotion Escalation

How can I escalate a ticket regarding the loss of a device promotion?

Short version:
I upgraded four devices and changed plans. One device was upgraded and I've been told the device plan was changed after the upgrade and therefore lost the device promotion, though the plan is equal. I've had a ticket open (and closed and reopened, etc) since December. I continue to be told this will be resolved, but no change.
MR-896517150-W01

I cannot find a process to escalate.

Comments

Verizon_Support

Hi there! We know the importance of having the promotion applied. I am happy to review this with you. We sent you a Private Message to get started.

-Nikki

SynthpopAddict

If you did indeed change something after doing the upgrade promotion, then it does void the promotion, even if you switched things back.

xlm13

Understood and appreciated, except I have two other devices under an upgrade promotion and I made a similar plan change as directed/preferred by Verizon without impact to those promotions. Specifically, changing from Do More to Unlimited Plus, a like-for-like change. Of all the lines on my account, only one had a problem. Support keeps getting a "system error" and they do not understand why it isn't being accepted. I hoping for an escalation path to get around this system problem.

Child Item