Xbox promo issue

[Steveneck]

I honestly don’t know why I keep being ignored by verizon team when I’m trying to get a solution for me being unable to claim the xbox promo offer that it was promised when I purchased my 5g home plus on december 11, 2023. I have spoke to verizon support several times, live support, phone calls, they did escalations. even here in the community they told me to wait additional 30 days so I can get my issue resolved and finally get the xbox, to this day, it’s been more than 30 days, and I’m not getting responses from them, not a single email, nothing, I feel like I’m being ignored. I keep being charged, but I really would like to get the promo I was hoping to get and initially purchased the 5g home plus for. Why is it so difficult?

[vzw_customer_support · Accepted solution]

@Steveneck  wrote: I honestly don’t know why I keep being ignored by verizon team when I’m trying to get a solution for me being unable to claim the xb ox promo offer that it was promised when I purchased my 5g home plus on december 11, 2023. I have spoke to verizon support several times, live support, phone calls, they did escalations. even here in the community they told me to wait additional 30 days so I can get my issue resolved and finally get the xbox, to this day, it’s been more than 30 days, and I’m not getting responses from them, not a single email, nothing, I feel like I’m being ignored. I keep being charged, but I really would like to get the promo I was hoping to get and initially purchased the 5g home plus for. Why is it so difficult?

I certainly feel your pain with this, as I also had to through the escalation process for my promotions from when I switched on December 19th. The great news is that the process works, because I have had customers tell me they received their Xbox, and I finally received mine. I know the turn around time for the escalation forms is 30-45 business days from the date it is submitted. Let's take a fresh look into this and see what is causing the hold up. Since we will need account access, please be on the lookout for a private message from me.

-Joseph

[RikiLynn37]

Same Issue. Told I had to wait 60 days after having the 5g before I could claim to xbox. Never received the link on my account/email and the xbox never came. Everytime I call I'm on the phone for hours trying to get to the right person and never end up getting a solution only told that a claim was submitted and I would have to wait for a response. A response that never comes and therefore another call with the same result.  I am seriously considering just going elsewhere for  everything.

[vzw_customer_support]

Oh, no! We are sad to see you in this promotional dilemma. Our goal is to offer the support you need.

You can always manage and monitor your account through your My Verizon application: m.vzw.com/m/myverizonapp. It is the quick and easy way to administer your service.

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

~Gilbert

[Alex398]

• After way too much time on my part and lots of empty promises by Verizon agents, this morning I actually was able to talk with a “live” agent, Rita, who was a supervisory level representative.  She researched everything about the promo and was able to get the order initiated. I can actually see the order in my Verizon app.  So thankful for finally getting this resolved. Shame on Verizon for making this so difficult. 

[Alex398]

I have had the same issue regarding the XBox promo. Each agent I chat with tells me something different:  opened an escalation fallout ticket in Feb, no follow-up, then told I would have A redemption email by 3/16, no email. Requested call from a manager 3 times with no call.  Very frustrating. 

[vzw_customer_support]

Oh, wow! Dealing with promotional issues can be overwhelming, especially if it's been a long wait. Verizon is here to clarify.

Keep in mind that the escalation form has a 4-6 week turn around. Have you checked your email for any Verizon messages? Please make sure you look at your SPAM/Junk folders.

~Gilbert

[Alex398]

I have checked my spam/junk folders and nothing has been found.  Seems unlikely that that particular email would go there since I received the gift card redemption email without incident.  I just do not understand why I should have needed to go through the escalation process in the first place.  Verizon should have systems in place to honor promotions without the customer having to “dog” the process.  Multiple chats with agents all giving differing response, promises to return call with update but none received, requests for a manager level to give me a call (twice with no call received)…very frustrating.

[Alex398]

PS:  it has been 7 weeks since the escalation was submitted.

[vzw_customer_support]

Alex398, we understand how important it is to receive all of your eligible offers. The escalation process is in place so that we can confirm and honor promotions for our customers that are eligible for an offer when the traditional redemption method for an offer has not worked as anticipated. If the escalation process has already been completed for your account, our offline team that handles these request will review and process tickets within 30-45 business days of the escalation submission. Once it has been longer than 30-45 business days, if you have not received email correspondence from us, please let us know so that we can review your account further to review for any updates.

-Andi

[Alex398]

It has been7 weeks since submission of the escalation form

[Alex398]

Just to follow up.  It has been 53 days since the escalation form was submitted (2/18)….greater than the 30-45 days you have indicated in the previous response.  Customer service agents are providing inconsistent responses.

I have requested a phone call from a manager level supervisor and told the request was submitted but never received a call.  Dealing with this via chats is less than ideal.

[vzw_customer_support]

We definitely want to make sure that we provide you with the information you need regarding your Xbox promotion, Alex398. We'll be sending a Private Message to better assist. 

~Izzy

[Illstyliztic1]

I been having the same problem and they always give me the run around and feed me lies and say i didnt qualify after many many phone calls to verizon. I even got a redemption code so if i didnt qualify why do i have a redemption code plus i was verified by the rep i first spoke with and the supervisor that the promotion applies to me. I see so many post about this.

[vzw_customer_support]

Thank you for reaching out here Illstyliztic1, and sharing your experience with the recent promotional redemption. We hear your frustation and welcome the opportunity to restore your trust. Let's work together to gather additional details to review. If Verizon has made an error, we will make good. Please reply to the private message that will follow.

-Deb

[Illstyliztic1]

In the end they are just sc a m m e r s using the old hook and bait tactic to get you to sign up to their services and when it comes time to give you what you signed up for they tell you sorry you didnt qualify.  Many customers experience this cow dung with verizon so you arent alone. 

[jb-verizon1]

I need help with this same problem. I enrolled in Home 5G with a Costco sales agent who told me I would get a $250 cost card (which I did eventually get), and a XBox Series X after several months of service.

I regularly check the "Make the most of your plans" section of my account, and I was able to redeem a different promo for an Amazon Gift card. But I have never seen the tile for the Xbox.

Could somebody from customer support please help me like they have for others?

[vzw_customer_support]

jb-verizon1, we understand how important it is to redeem all of your accounts eligible offers. We will be glad to take a closer look at your account. Be on the lookout for a Private Message from us so that we can review your promotion details more closely.

-Andi

[RikiLynn37]

After 6 months of waiting and 4 escalations, I finally received the xbox today. I spoke with customer service last Friday and demanded a ticket number after filing the 4th escalation. The other escalations have all seemed to disappear so I wasn't taking no for an answer. She told me that she was unable to give it to me until it was filed and to get it filed she had to have a supervisor approve the escalation so I told her I'd like to talk to the supervisor directly. The supervisor assured me it would be filed and sent text messages along the way informing me of the updates. 3 days after filing  I had an email with an approval and a promo code for the xbox. Don't give up!! 

[Lsalvadoryyo]

They did the same thing to me, but they already told me I’m not getting the Xbox, I had to spent a lot of time with customer service and got like 4 different answers I even spoke to a couple supervisors but it’s a dead end.

i was a happy optimum customer but fell for the Xbox promo, now I have the inferior Verizon home internet service and no Xbox.