Urgent: Unresolved 5G Home Plus Promotion Issue - Request for Executive Intervention

[hk13]

Dear Verizon Executive Relations Team,

I want this mail to be escalated to Executive Customer Relaions. Despite multiple attempts to resolve this through regular customer service channels, the problem remains unresolved, necessitating executive-level intervention.

Timeline of events:
1. July 17, 2024: Purchased and activated 5G Home Plus service online
2. September 9, 2024: Contacted customer care due to not receiving the promised Verizon Gift Card. It had been more than 45 days but no communication regarding Verizon Gift Card. Customer care escalated the issue and I received a coupon code on my phone.
3. September 9, 2024: Received and submitted rebate coupon code
4. September 20, 2024: Notified of processing issues with the gift card. Upon Checking with Customer care, they mentioned that previous customer representative submitted incorrect line number. The rep created a new request with the correct line.
5. September 26, 2024: Rebate status shows ineligibility due to submission date issues

Key issues:
- Initial 45-day delay in receiving promotional email
- Incorrect line number submitted by customer service
- Current rebate status incorrectly states ineligibility due to submission date

I have spent over 20 calls and multiple hours on the phone with various customer representatives, yet the issue remains unresolved. This level of inconvenience and the failure to honor a promised promotion is unacceptable for a company of Verizon's stature.

[vzw_customer_support]

We appreciate you reaching out to us on this platform and are sorry to hear about your recent experience with your promotion redemption, as we always strive to provide a stellar experience for our customers. We would like to review your situation in detail, so I will be sending you a Private Message, please reply to it, this will allow us to assist you as soon as possible.

~Maria

[lilred4565]

I never received mine either!!!  

[vzw_customer_support]

@lilred4565  wrote: I never received mine either!!!   

lilred4565, we want to ensure that you receive all of your eligible promotional offers. Can you share with us the specific promotion that you have not yet received? When was your eligible purchase completed for this offer? Any additional details that you can share will help us to investigate your experience further.

-Andi

[TinCoop]

I am still waiting for the promise from verizon. For over 6 months now. A promotional gift for Ordering and keeping in Good standing 5G Home internet. The $200 gift card to Target. Not the Chromebook, i already own a chromebook. Please stop messing around and lets get this deal done. Do not make promises that you cannot keep.

[PackerFan69]

I am also missing the gift cards. I have been chatting/calling etc and keep being told they can’t find the promo even though I have screenshots and receipts are showing on my account. It says apply for the rebate but no where on the receipt does it give the promo code and one has the wrong dollar amount. We’ve been with Verizon for 17 years and I hate having to fight every time they promise something. 

[vzw_customer_support]

Happy Monday! Being on top of your account is crucial, especially if you are managing your deals. Verizon is here to help.

We sent you a Private Message. Please review at your earliest convenience. 

~Gilbert

[PackerFan69]

Thank you for the private message and for escalating my issue. 

[PackerFan69]

It’s been a week. Still haven’t seen anything about a redemption code or the status of my Verizon Gift Cards. 

[PackerFan69]

How can we check on our status when we are never given the promo code. Just given a receipt saying make sure to apply for the rebate in 60 days  

[vzw_customer_support]

Hi, PackerFan69. Help is still here as we can check on the status for you. I have sent you a Private Message for further assistance. 

-Natasha