redeemption offer fail

[Cblaze2011]

Hello Community Members. I will try my best to give TL;DR version of my issues, however it will also be long, so here is to the best of my ability my TL;DR of a TL;DR complaint. 

I have been unable to get my issue resolved regarding why I am unable to receive my redeemption gifts. 2nd, no one has been able to properly explain why a bill for the Switch has not once, but twice shown up on my "see upcoming" Bill summary, ( one on the May 30th  summary, first reviewed on 05/15, and the second time, just recently 5/30). 

I was able to meet the requirements of the offerings, I was one of many customers who experienced the well documented issue of the redemption issues when attempting to validate and redeem.  In my particular instance, a rep had to manually submit my redemption for the gift card. As for the Switch, similar situation, as again, was documented in other community conversations, I cleared cached, did all that stuff. Well, when I was able to finally redeem the switch, I thought all was good. Until it wasn't. I was able to see on that first See upcoming  bill summary that I was charged for the switch. No one could tell me why i was charged for the switch, which was part of the redemption offerings.  

Allow me to provide some additional context. I met the requirements for the service, 65 plus days, attempted to redeem and boom. However, I hadn't even been able to use the service from the first day I got 5g service.  I live in a casita type or Next Gen home, for those familiar who live in Arizona. My home is basically a small attachment to the primary home.  Internet is provided as part of my rent. Which was nice. I opted to get my own service as I work from home and also game alot. The service offered from the primary home was adequate however to run all my services as well as my work laptop with no issues.  When I first got my service with Verizon, what should've been a  Heralding of things to come, I was having issues connecting to the Verizon Network. That was in the beginning. I thought nothing of it, as again, I was able to utilize the primary internet from the home. In the interim, I kept the Verizon service as I also have my mobile through them and took advantage of the discount for the mobile. Now, I make no excuses, I shouldve cut my losses once I had issues, but I also wanted the redemption gifts. Being honest. Label me greedy perhaps, but, I had never had issues with Verizon previously. Fast forward to after the required time frame came up and time to redem the gifts.  I was having all the issues, and spoke to a lot of Reps, both in sales and tech support trying to figure out the redemption issues. One rep said to me that I wasn't qualified as I didn't have 5G service. ???, please explain. This started my long documented road of chats, that I still have on my Verizon app chat feed.  I had to show them that not only did I have the service, but that it hasn't been working for me since day one. In one such documented chat, the rep ran, or attempted to run a speed test, but because I wasn't able to connect to the wifi, we had to do other methods. It was determined that I was running BELOW acceptable speeds.  Rep said the signal is poor, -125dBm is unusable was his words.  They indicated that they will create a ticket for Network Engineers to work on.  After sending pictures via a third party app to show where my modem was located, reboot after reboot, nothing. They told me where the nearby towers were and that it is possible that a nearby school could be an issues.  They came back in the same chat and said and I quote: We did a ticket with the National repair Bureau, and it sounds like the service may not work out for you in your area. Wait what?? I was finally told what Verzion will say, " that they can't guarantee service coverage", but to be told that the service may not work in your area to me is different. I said then you'll agree, i should cancel the service going forward correct? He agreed.  I would like to add that this was a chat session dated 5/24/2024.  about a week prior I had this conversation with a different rep, but the recommendation was to update my modem as it was likely not powerful enough to capture the signal, again below adequate speeds, connection issues. So the 5/24 conversation was with a rep that had helped me set up the newer modem. So on 5/24 I cancelled the service. All the while the charge for the switch was still showing on the upcoming bill for 5/30. On 5/24 I spoke to several reps. In a long conversation, I was told that the charge for the switch was because I cancelled the service,and that I didn't keep the service for 180 days after the redemption period. . I said that is impossible. They argued, I provided proof of the swtich being billed as part of the order on 5/15 or 17, which was my redemption day I ordered the switch. They knew then that the math wasn't mathing. How was I billed for a product a week prior to the service being cancelled was wrong, but still insisted that it was because of cancellation, oh and they then told me that I wasn't getting the gift card either. wait what??? After discussing my issue with several reps from several different areas, trying to explain why it wasn't right that I was being billed for a "free" product, like, you didn't even bother to give me 30 days to attempt to return the redemption gift, before threatening to charge me for it. I have been a loyal customer for years lie most people with Verizon. I am most upset that they didn't take that into consideration, 2, cancelling my service was not my choice. I was my only option to stop being billed going forward. It didn't work in my area. Like how is that my responsibilty, or even in my control?  It's not like I was disatisfied with the service and THEN cancelled. I was found out it doesn't work. No one would take those things into consideration.  To this day, I haven't even received my return product kit for EITHER modems. No consellation prize, no pass go and receive 200 dollars, just a fake cheerleader smile and thank you for your business. * sigh*

[vzw_customer_support]

Cblaze2011, we're sorry to read about your experience trying to redeem the promotional offers you were qualified for, and the eventual disconnection of your account. While I do understand that the offer you had redeemed was billed to the account before you processed a disconnection, I'm afraid that if service is disconnected, we would no longer be able to process the free redemption for either offer since these promotions require that service remain active for 6 months. That being said, we can help access your account to ensure that the return kit is sent your way. To best assist, we'll be sending a Private Message. 

~Izzy

[Cblaze2011]

Hello Izzy. Thank you for your time. If I may, you stated and I quote: I'm afraid that if service is disconnected, we would no longer be able to process the free redemption for either offer since these promotions require that service remain active for 6 months.  So that I understand what is being said, By active you would have rather I kept a service that I discontinued because it was determined that it didn't work in my area? the eventual disconnection was out of my control. How is that my fault. And why wasn't there any consideration of me being a good customer or the chat conversations telling the service didn't work in my area? That doesn't even seem right that the only thing you are trying to make right is that I'll be getting my Kits soon.  The fact that verizon was trying to bill me for the switch even before the service was even cancelled? like that to me is so egregious.