When I visited my parent June last year, I got my mom her new phone for her birthday at Victra, verizon authorized retailer. I was happy to get her what she wanted but then it turned into the worst experinece! And still not resolved.
Promotion was $300 off, after paying full price get $12.5 off per month. I got a receipt saying I will see the promotion in 2-3 billing cycles later. I didn't see any change after that so I called verizon. The representative took long time to finally find the promo and apologized for mistake and told me I will see change in my next month bill. Okay, looks like an honest mistake and stuff happens.
However, after a month, promotion still didn't applied. I was out of country for a couple month, so when I came back in December, I reached out again to fix this. Verizon representative who I spoke over the phone said there's NOTHING he can do because I got it from authorized retailer and it's been too long ago. I contacted victra and he said I have to visit the store, which was over 500 miles away(by my parent's) and that's only way and it will be easy fix once I'm there.
I had plan to visit my parents in January already so I decided to go in January. Once I get there, they said since it's so long ago, they can't find promotion and they can only apply credit(since I had receipt) to verizon and wait for their appoval. They took my receipt(kind of crazy they don't have this on their file), made a copy, and told me they will send it and follow up with me after 1-2 business day. After few days, I reached out, they say didn't get to do it, since they were busy. They PROMISED again to send it today and let me know. Again, nothing. So I called after few days and the store manager said he summitted already and I just have to wait. After 2 weeks or so, I called and he said he did what he needed to do, I will hear from verizon. At this point, I was so tired of wrong information and no follow ups. So I called verizon to see if anything got updated, they said nothing. I explained the whole situation again to new person. She said she can fix it by finding similar promo. And when I asked for if anything can be done for hassel and time I wasted for their mistake, she said I will get $50 credit. She said I will get an email shortly after the call to confirm that I will get that promo and $50 credit. A week later, no email. I'm sitting here on my phone with another verizon representative again.
I'm not sure this is right platform but if anyone know where to contact for a formal complaint, please let me know.
Honesly, if it doesn't get fixed after this call and they don't do anything about all this time I wasted for their mistakes, I'm going to change service provider after 21 years. I work in service industry and to me this is literally the worst customer service where they make multiple mistakes and basically telling me there's nothing to get done.
eddie0826, this is definitely not the experience we want to hear about & we do want to come to a resolution for you. I've sent a Private Note so that I can gather much needed information to assist you further. Please meet us in the Private Note to continue. Thank you. -Alicia