December 25th
Ordered 5G Home Plus - eligible for Xbox Series X and $200 Amazon Gift Card
Indicated would pick up Gateway at local store in DE. Went in on December 26th to pick up gateway. They provided me with a 4G Gateway and said that the system chooses the correct Gateway and Plan when item is picked up.
Went home and activated the account. Did not receieve any emails or tiles for eligible promotions.
24 hours later, no call from CS Rep as promised and No emails for promotions. December 26th
Called Customer Service and used Chat and was told multiple different things every time I called from 'you will get the emails within the hour to you wont get the emails until you have had the service for 60 days'.
finally spoke with a Customer Service Rep - spoke with her and her supervisor. CS Rep advised that the issue was that the store didn't use my original online order, instead they added another line in store so they would get the credit for it, but made it so I wasn't eligible for the promotions. The supervisor confirmed that I was indeed eligible for the Xbox Series X and $200 Amazon gift card but the CS Rep would need to cancel my internet and put a new one in with a new Gateway, and then I was assured I would get the emails to redeem both promotions within 24 hours. The rep set me up with the 4G LTE Internet PLUS which still made me eligible for both promos.
Called again, and spoke with another CS Rep who 'escalated' my issue to the 'Promotion department' to have the promos added to my account. Rep texted me a confirmation that the $200 Amazon Gift Card and Xbox Series X offers were submitted. Was assured again that I was eligible for both and would receive my emails by Saturday.
Saturday rolls around, nothing from Verizon. Started Chat with CS Rep on Jan 2nd. Was assured that I am still eligible and was advised to call the rebate team. The CS Rep on the chat waited for me to call the rebate department. The rebate department told me they couldn't find any of the promotions on my account. I explained what happened and they were able to pull the information and verify that I was on a 'list' to have the promotions added. Rebate rep said that they could run the Amazon GC through right away but would have to get confirmation from Customer Service about the XBox Series X. Transferred me back to customer service. Called again and spoke with another redemtion ret and they said they couldn't find any information at all.
The rep on the chat said that they would escalate to their manager right away and quoted me 4 days to get the emails.
I have yet to receive the promotion emails or tiles. I have so far made 11 phone calls and 4 chats with a total of over 15 hours. At this point, something needs to be done.
At this point I have no faith that this will get resolved.
Hello, scdasilva, we know it's important that you receive your promotions. So we can best assist, we will be reaching out via Private Message.
-Lauren
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