I purchased the 5G internet on April 9th, and have been fighting to get the gift card ever since. I’ve talked with 4 different representatives, 3 of which were incredibly helpful and courteous, but only able to push my problem to bigger departments who never reached back out.
The first agent I reached out to because I didn’t have a way to redeem my gift card. They sent my issue to the escalation team and told me I would hear back within so many business days. I never did.
The second agent I talked to on July 25th was able to provide me with the tracking page for my redemption. The page said it had been redeemed on the 24th and would be sent shortly. I thought this was great but strange considering I didn’t do anything to redeem it myself. Less great however because the page continued to say that every day and I never got it. The morning of the day I contacted agent 3, the page changed to say I was emailed on the 25th. I was not.
The third agent I spoke to was very unhelpful, at points in the live chat not responding for 10 minutes. I shouldn’t have to ask if my live chatter is still there. When I explained what happened above, that it changed to sent but I was never emailed, her response? “I can see the gift card was sent to you on your email on 7-25-24”. She told me that twice, not listening to me tell her that I never got the email in question. She then said she’d try to send again and “your reissue request was successful”. She said I’d hear back within 24 hours and gave me the number for the gift card department if I didn’t get it.
Shortly after I got an email from Verizon saying they needed more information on my support request, and not realizing it was a default thing, responded and was connected with another agent. She let me know she saw the request and since it was opened on the weekend, they’d certainly process it on Monday/Tuesday morning at the latest. Still nothing.
I just called the number they gave me and my only options were to check my balance or listen to the terms and conditions, so obviously not the right department to talk to.
By this point I’m probably past my redemption date because the timelines I’m given of when I’ll get an answer keep getting pushed further and further out. I just think this whole process is ridiculous to make customers go through for a promotion promised by the company.
Long rant short, I’m just not sure what else I can do to get this fixed. Looking for solutions.
Good morning. Your feedback is always taken into consideration, and we are truly sorry to learn about your recent experience. We want you to get the promotions you qualify for and would like to help. Please tell us, have you checked your spam folder as well? Is your email address registered with Verizon the same used at the time you placed this order? On the link below you'll be able to review what is the email address on record and update if applicable.
~Maria
The email on file is correct and I have checked my spam
Thank you for confirming. We're going to send you a Private Message so we can gather more details about your gift card situation and make sure you're able to redeem.
~Jesse
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