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Rebate issues

I went into a local Verizon wireless Store on January 5th , and I only came in because they mentioned that they pay up to 800 phone pay off . Well the Sales person submitted it incorrectly in the amount of 213.63 twice. 213.63 was the amount of my phone, and my wife's phone was over 800.00 which should have been submitted in the amount of 586.37. I contacted the Verizon wireless helpdesk, and the Tech support analyst submitted a helpdesk ticket in an incorrect amount of 899.00. I contacted the helpdesk through messaging on the verizon app since I have an open ticket. I received a call back but the analyst was confused and assumed that right amount was approved. I was told that I had to send an email to poyp.support.verizon.com which I included my previous carrier bill amount. Since January 5th, I have received only 1 rebate in the amount of 213.63 which was on the 17th and I am currently having to wait another 4-8 weeks to get my rebate corrected.
I am very frustrated to say the least. I have to pay my previous carrier out of pocket which if I knew if this was going to happen I would not have switched to Verizon wireless.. Curious if anyone had similar issues?

Comments

Verizon_Support

Hello erikfeeney73! We're terribly sorry to hear about the trouble you are experiencing with this rebate. Generally it would be redeemed through My Verizon by navigating to Orders > Rebates and submitting it from there. You then receive the prepaid e-Mastercard via email within 8 weeks. I do see you mention that timeframe so it sounds like it may have already been submitted. If so you are able to track the rebate status in My Verizon under the same Orders > Rebates section of the account.

-Josh

erikfeeney73

Hello Josh,

Unfortunately, since the rebate was submitted incorrectly I have to wait an additional 8 weeks.

Verizon_Support

We appreciate the update and glad you were able to submit your rebate successfully.

-Jazzy

tomboy5064

I have the exactly same situation from the day 1. The staff in the store made a mess, but I am the one that paying all the time and headache just decided to move in to Verizon as a naive person to trust the conditions which will never handle. My family was not activated for 3 days since the phone numbers were already disconnected from the previous provider. I sent all the docs to the same email address what you used.

It's been 9 weeks so far, and what ? All the CS ARE PINGPONG MY CASE, and MY COLLECTION DUE IS COMING SOON.

The worst decision I've ever made in my life.

Trust Verizon is something you should think twice.

I am actually on the phone with CS at this moment for more than 2 hours. Terrible!!

Verizon_Support

Hello tomboy5064, we hate to hear of the problems that you have since joining Verizon. So we can better assist, we will be reaching out via Private Message. -Dee

yuan97

I had the same situation. The representaitve asked me to send a copy of the bill to the email but did not receive a response. I also went to Verizon App - order, can not find the link for the rebate process. Please help. Thank you.

yuan97

I had the same issue here. The representative asked me to send the email, did not receive the next step for the rebate. I also checked App-Order, did not see a link for me to submit a copy of the bill. I can not find the rebate link from the app either. Please help.

Verizon_Support

We'd be happy to help you with your submission. We don't want you to miss out on a great deal and we're here to help. Please be on the lookout for a Private Message from us.

~Jesse

Andreaf1

Sadly, I’ve had a similar issue. I placed an order for a new Verizon phone and for my previous carrier to be paid off with T-Mobile and we did this for both my mom and I. My mother received her gift card for $800 without a problem however, when I did the exact same thing I received a gift card for one dollar instead of the $800 that I need in order to pay off my device with my previous carrier. . I’ve contacted support multiple different times since June and I’ve been redirected to the 188 number for the Wireless rebate team. However, when I get to speak to a live agent, the call always drops. This issue is very frustrating as I used to work for Verizon so I’m not sure what the mixup is But I would like this resolved as soon as possible as everybody else has. My mother keeps receiving a bill since we were on the same bill with the previous carrier to pay off the device and I’m just still waiting to speak with a live agent in order to get the correct rebate amount issued to me.

Verizon_Support

We would like to help and take a look into this concern with you. A private note has been sent so that we can discuss in more detail,

-Bryan

aneesachignoli

I have been on the phone with Verizon for 5 hours (still on). This is the most ridiculous thing I have ever experienced with a company.. I got my phone on aug 12 and have been fighting with them since then. This is my 3rd attempt at dealing with this matter and i have gotten tossed around from department to department.

Verizon_Support

We always want you to have the best experience possible, I apologize this isn't going as such. I understand you have been on the phone for a while now. Should you need further assistance from that transaction, please reach out, we are happy to help you here

-Anthony

Chrisxcoop

I recently switched to Verizon on October 10th and purchased a new iPhone 17 Pro (512GB) on the Unlimited Plus plan. During activation, the Verizon representative who set up my account told me that I could take my new phone home to transfer my data, then return later to trade in my old AT&T phone and submit my final AT&T bill for Verizon to pay off my remaining device balance (around $244) through the $800 prepaid Mastercard “switch” promotion.

I followed those instructions exactly — but when I came back to complete the trade-in and submit my documents, I was told that because my line had already been activated, I’m now ineligible for the $800 carrier payoff rebate.

This is incredibly frustrating because I relied on the Verizon rep’s guidance when setting up my account. I had no idea that activating my line before submitting the documents would make me lose eligibility for the promotion.

I’m not asking for anything outside the advertised offer — only that Verizon honors the promotion as it was explained to me by their representative. It seems unfair that a customer should lose $800 due to being misinformed by Verizon staff.

Has anyone had success getting this issue resolved through escalation or a goodwill exception? I have all the documentation (AT&T bill, activation date, and account details) ready to provide if Verizon support is willing to review my case.

Any advice or guidance from Verizon support or others who’ve been through this would be greatly appreciated.

Thank you,

Daulton

Verizon_Support

We want to ensure you are able to take advantage of all the promotions you qualify for and will send you a private message to assist further.

-Toni

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