Promotion Issue

[JuanBobo]

In late December I signed up for 5G Home internet through a promotion on Facebook. My order qualified for a free XBox, $200 Amazon gift card, $100  Verizon gift card and a 3 year lock on the monthly rate. A sweet deal and compelling enough to switch after 15+ years with Comcast. 

I completed the order which included credit check and submitting my ID/DL. I recieved email confirmation of my order approval. I selected the option of picking up the equipment from my local Verizon location.  Although the store is completely branded as Verizon store, it happened to be a Verzion reseller, TCC wireless. I show up to pick up my 5G Home internet equipment and an employee looks up my order, locates it in the system but tells me another representative is working on the order but is on break. I went to a nearby restaurant to eat and then returned. The representative who was working on my order locates it in the system and then tells me something is wrong with the order in her system, that the record is stuck or something of that nature. But she says not to worry, she'll get it resolved and get me my equipment. She asks me to fill out my info again on a tablet (name, address, ssn etc) and gets me my equipment, and I'm off to the house to set things up. 

In a couple of days I realize that I'm not getting the info about claiming the promotions. I call Verizon and find out that the TCC wireless representative simply created a totally new order for my 5G Home internet. The promotion I signed up with was a digital channel promotion and not offered in store. Verizon. Customer service pushed me back to TCC wireless, saying the manager there would have to approve the promotions. TCC wireless said there was no way for them to resolve it, and blamed Verizon for the issue. A couple of days later I got an automated email regarding my original order that I never picked up the equipment and the order was canceled. 

I got TCC wireless to try and help me, emailing back and forth over a few days. They supposedly logged a ticket with their Verizon contacts, and that I would hear from the TCC district manager soon. I've emailed back 3 times to follow up and they don't respond.

Honestly, as a customer who signed up and was approved under a Verizon promotion, I should not be dealing with TCC wireless. I signed up, I selected the pick up from store option, I went to the store to pick the equipment up. But because it was a TCC wireless store, Verizon is avoiding responsibility. It makes zero sense. Verizon ran the promotion to entice new customers. The promotion worked, getting me to sign up. The TCC wireless employee was acting as a Verzion representative when fulfilling my order. I don't understand why it is so hard for Verizon to say "we see you signed up with our promotion, but the in store representative made an error in fulfilling your equipment order. Please accept our apologies for the inconvenience this has caused. We will honor the promotion that you qualified for when ordering."

 They can't expect me to remain a customer after not honoring a promotion like that, yet I've spent hours on the phone/chat with Verizon support and the multiple visits/calls/emails with TCC wireless giving them an opportunity to resolve the issue. I hope that somehow this post will actually be seen by someone at Verizon who can see that they messed up and who thinks it's worth the time and effort to fix it.