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Verizon Switch Program

ShauneG

In January I switched two lines over using the Verizon Switch program. The store at the time said I should receive text messages on each of the new lines within 30 days on getting my switching fees and phone payoff fees back. After 30 days I went in and inquired upon it. I was told that the information was completely incorrect (that employee had gotten fired for giving out misinformation) and they gave me a paper on how to go forward. This was on Friday March 11. I came home did the turn in process online and used the email receipts from that to process the switch site requirements. Notice when you go there it asked for your contact information including your phone number. I have four lines on my account so I put MY contact information in here. On Monday I get an email for each of my phones saying the final bills are invalid. After being on hold in the chat box for about 30 minutes then talk with them, come to find out the phone number you are supposed to put is the switched line.....not contact number. I was able to correct both of those things and today I get a email for each of my numbers again, only this time both claims are denied because I did not turn my phones in within 45 days. I just got off the phone and asked where in the FAQs, Terms and conditions, or the paper I got from my local verizon with their corporate header on it states that? He only told me they are verbally supposed to tell me that part? It is clearly stated that you are to make your claim by the 60 day mark which I did, but nowhere does it say that I needed the phones in by the 45 day mark. Has anyone been through this mess? I am ready to jump ship to ATT as the signal is better here, they are cheaper and they have the same promotion only everything is clearly spelled out for each step. At this point I wouldn't lose any money.

Does not say switching number does it? Only says Verizon number so I put in my verizon contact number which is not the same as the number I was processing this for..........

Did not turn in old phone within 45 days? Where is this ever explained?

45 days.png

Certainly not this paper from Verizon....only mentions the 60 days which I met.....

Verizon Paper.png

Comments

hworkman

Yep, join the club. There are quite a bit of people fighting this [removal required by the Verizon Wireless Terms of Service] on here. I did the switch in late December and submitted all my information on January 20th. I kept receiving invalids, turns out I turned in the wrong bill. After I got the correct one, I contacted Verizon (through chat) and that rep told me to resubmit everything and for each line. I did so. I have received over 6 invalids and I think I am officially done trying with them. The last invalid I got was because I had missed the 60 day mark, although I was told to resubmit everything by the rep. I contacted them again yesterday and was told that there was nothing he could do and he would have to forward it on to senior specialists, I'm definitely not getting my hopes up for it. I hope they can use the money they were supposed to give me for something else.

Jon323

I am getting the same run around with Verizon! I received an email confirmation from Verizon that I would receive my in 14 days. Received nothing. When I call Verizon, they tell me it not yet been processed. Lame.

Verizon_Support

We don’t want to see you leave ShauneG. We are deeply sorry to hear the experience with the promotion wasn’t clear and easy. We strive to provide the right information the first time. Here’s an awesome link for the Switch promotion http://bit.ly/1pRLuM2

StevenM_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

ShauneG

Yes I've rwad all through that and it doesn't specify the 45 day thing.

Please don't send generic replies. Answer my concern with a real person. My

original post says I already read that, don't patronize me or insult my

intelligence.

On Mar 18, 2016 9:37 PM, "Verizon Wireless Customer Support" <

ShauneG

The answer to my question and concern is not there. Do you even read what

I wrote? Seems you don't know what you're doing.

On Mar 18, 2016 9:37 PM, "Verizon Wireless Customer Support" <

ShauneG

Talked to a supervisor today and they said many people have been calling in dealing with both this issues I have a terrible time with....he says give it 15 days and it will be approved. We'll see.

unknown

Yeah - I have a different issue, but was told "all will be taken care of". It didn't happen for me.....

hworkman

Well just got my final email from Verizon(senior specialist mentioned above) telling me I was no longer eligible for the credits and my money back because I went past the 60 day mark. I only did it after I was told that I could by a representative through chat. We had full intentions of eventually joining Verizon, but would never had done it so soon had it not been for the promotion they ran. So I'm out on about $500. Really upsets me, after I specifically asked about the time limit situation, but was assured I was okay on my time.

Tidbits

You guys read the FAQ? It does say you have to wait up to 8 weeks to get the card once approved. If you checked all the carriers switch to them promotion they all say 6-8 weeks.

ShauneG

The problem is I turned in my phones at the 50 day mark and mine was

declined because I didn't turn it in before 45 days. Where is that in the

FAQs? Or the terms and conditions for that matter? Hint: it's not.

hworkman

Yep, I definitely did. Plus, every time I spoke to someone they also made sure to tell me. I have all my chat sheets printed out, because the number the provided kept disconnecting saying it was a nonworking number. My biggest thing was the having to submit the information in by 60 days, they're saying that I did not do so, when I did. I had a rep tell me to resubmit everything, even though I asked about the 60 day mark, the assured me I was okay.

Verizon_Support

ShauneG, we do appreciate your loyalty. I have sent you a private message so I can further assist.
AmberF_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

ggb_nc

I have the same problem. Promptly filled out the Switch to Verizon form and submitted it (the day after I bought the phone). Waited patiently, never heard a word from Verizon. Finally called and was told that the "last bill" I sent wasn't really the "last bill (with 0 balance from ATT on it). Submitted that bill. Again, never heard back from VZ one way or the other. Finally called, and was told I had requested two rebates on two phones and they needed a separate submission for each. (That was not made clear on the submission form - and why the heck would the submission form allow entry of multiple phones if that isn't allowed????) So, I made separate submission. Then, I hear back from VZ that the 60 days has passed and it is too late to submit. However, the original submission was made WELL BEFORE the 60 day window elapsed. Literally spent two hours on the phone, getting transferred from one department to the next, none of whom were able to resolve the issue. Very very frustrated and disappointed in the difficultly on getting the rebate that induced me to switch to verizon in the first place. I certainly don't want to spend several more hours on the phone getting more runaround from friendly, but unhelpful, customer service reps. Any ideas on how I can get this resolve short of taking legal action??

hworkman

At this point I have given up. I hate to be out on my money, but I don't know what else to even do.

ShauneG

I'm happy to report both my ones were finally approved. Never did get a reason why they were both initialy declined for not trading them in before 45 days when that's nowhere to be found.

JMolenhour

That is great! Maybe Verizon realize keeping a few customers happy, and quiet, is better than a massive media blast and sullied name.

hworkman

That's awesome! I'm sure there is no hope for me, since they said I'm out of my window, did everything I was told and still nothing. I may try to contact someone one more time.

JMolenhour

Keep trying everyone, there may be hope. I know Verizon Wireless would not like to hear of more issues with the company they chose for this process. I know I will not stop until I get the proper refund.

Moattoad

The fact remains that Verizon and their third party trade in company do not want to honor their agreement. This is why they do not provide anything in writing with your denial for the rebate. I was told several lies by Janice at the Switch Program phone number and when I called her on her lies she switched me to Customer Service. Her first answer to me was that our submission was invalid then noticed that our bill from our previous provider had the proper information. She then told me that we didn't qualify due to our previous phone service was set up as a business. I told her she was wrong and the terms and conditions don't state what she was saying. Then she read from the terms and conditions picking and choosing which words to read taking them out of context on purpose. She new it stated the you didn't qualify if you opened a business account with Verizon but she was reading it incorrectly on purpose. It's obvious that Verizon is no better and okay with a "Bait and Switch"(pun intended) to their customers not caring about their reputation just like other corrupt companies that don't honor their rebates. Don't give up and keep pushing them. They're hoping that you get frustrated and stop trying. That's how they win by not paying what they agreed to.

Jt4203

Been having the same issue. But the reason for my invalid claim is they are stating I didn't send in a receipt from Verizon for the new device which they have online and are unable to pull up in the switch Dept. Ok fine so I sent it in twice. Waited 15 days, then called in. Same story. it had been escalated yet 4.5 months later still nothing. I have resorted to sending an email to a senior VP letting her know of the downfalls of this program. It's definitely not the way to begin a relationship with a customer. I am strongly considering going back to ATT, which I had for years with no problems and tried to save a little money with sprint (which actually ended up being more).

JMolenhour

Hello Customer Support, would you care to contribute more on the matter on this public forum? I would like to see a bit more effort to resolve, or, at least answer to, these issues. This is a community discussion to which you belong and are integral.

Verizon_Support

Jt4203,

We want to make sure you are able to get every promotion you are eligible for. Let’s make sure we have left no stone unturned. I’ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.

JenelleR_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Blond37

UGh I too am having problem. Submittimg everything properly. Got email twice saying final bill could not be read. I'm sending the bill and other documents snail certified mail this time.

Now correct me if I'm wrong but the value of your trade in phone is a portion of the $650 right?

what can we do since so many people having same problem?

i see att has same offer too. Are they as inept and shady??

Verizon_Support

@blomd37, We want want it to be easy to get this promotion. Let's get to the bottom of this. Have you had a chance to resubmit your receipt? Have you reach out to our trade in team at 800-416-8894?

AdrienneP_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Backlash365

Yep, your story is the same as mine. I think they deliberately keep putting you off so you go past the 60 time period. I've been waiting since 1/3/2016 for my Gift Cards .... Nothing! I'm filing a complaint with the BBB. I think everyone on this thread should do the same.

Backlash365

Class action lawsuit? Hmmmm....

Bchandler209

I have had the same issues. Several submissions and resubmission to Verizon and even a long email complaint asking for help this week, only to be replied with a "form email" which clearly indicates they didn't read the email.

I don't expect to ever see the money owed at this point and am already looking into a new carrier. In addition, over the last 5 months I have told dozens of people about my issues (friends, family, coworkers), preventing them from switching themselves.

Although, I wont see my owed money, Verizon has lost thousands by my count. That helps me feel a little better knowing others wont have to deal with the 5 months of BS from this poor switch program.

Please spread the word, this is a scam. That's all we can do!

Verizon_Support

Bchandler209, getting what you expected is absolutely what we want for each and every customer. We are sorry to hear that your experience has not gone smoothly and would like the opportunity to get to the bottom of this. After submitting your final bill, did you receive an email confirmation? Also, after your last submission, what status was provided?

LorenB_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

ADRBUR33

I purchased 3 phones from Verizon Wireless store. At time of purchase Verizon Wireless was running a promotion where if you switch from your current cell phone provider they would pay your early termination fee with that provider. I have contacted Verizon every month since March and I have still not received my rebates. When I do speak to someone from Verizon they transfer you to a third-party provider. This third-party provider will not allow you to speak to any supervisor which begins the endless Circle of being transferred. I was given instructions to submit a copy of my receipt, the bill from AT&T, and a email that i received from Verizon Wireless showing they approved my trade-in. I submitted this information on April 19th, 2016; May 2, 2016; June 15th, 2016; and July 9th, 2016; to the email address that this 3rd party company provided me which was (switchresubmissions@yourwirelessswitchcenter.com).Yet no one can seem to find my email documentation, and when you call this 3rd party company at 1-844-408-8470 they tell you that their escalation Department reviews information but you're not allowed to speak to them.

juliebugg

All these times you were submitting did you put the tracking number in the subject line? I know when mine came back they made it very clear I had to put this info there.

stevehorton0929

Basically the same thing has happened to me. I still haven't got everything straightened out since I switched over to Verizon in June of this year. I wish I never left my previous carrier.

christopherm_vzw

Hello stevehorton0929,

We absolutely want you to be able to receive our switcher promotion. Have you reached out to our Switch Center team to review the status of your rebate? What did they say?

They are available by phone, online chat or email here: https://www.yourwirelessswitchcenter.com/contactus/

ChristopherM_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Tamic123

I am so sick of the lies I keep getting every time I call in! I have got emails saying I am missing my final bill from previous cell service provider to my phones weren't turned in within the 45 day period. I turned my phones in at the store the day I switched and my bill was emailed to them right when I got it. I know Verizon would shut our service off and send us to collections if we didnt pay them! Really doesn't seem fair at all! I wish I would have stayed with AT&T even though the cell signals weren't that great! Another thing that is irritating is that Verizon really trying to help us fix it! I have a solution send everyone that has been emailing their information in and trying to get this to go through their promotion! You have the proof we switched and the final bill from the previous cell provider should be all you need. This has been an absolute nightmare and is making Verizon look bad.

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