New Phone Promotion Not Showing Up

[jjs123456]

I bought a new Pixel 8 Pro on June 9.  I accepted a $0.00 monthly promotion for 36 months to place the order.  That promotion did not show up on my account.  I was told to wait until the phone shipped (it was on backorder) to see if the promotion showed up.  It did not.  To protect myself, I took screenshots of the ordering process and even took a video of the whole ordering process (using a different line on my account, because my order made my line ineligible for a new order).  I spoke with a Supervisor at the time who confirmed that the website was showing that I was eligible for this promotion without a change in my pricing plan or a trade in.  I was told twice to go to the Verizon store and show them the screenshots and the video and Verizon would honor the promotion.  I did that, but I still did not get the promotion.  While at the store, we called Customer Service and got nowhere and could not get to a Supervisor. They were looking for a OTS(?) code, that did not show up in the order process.

I have repeatedly called and asked for Supervisors.  I have now spent 4 and a half hours on calls and 5 hours in Verizon stores trying to get this resolved.  At no point have I been connected to a Supervisor during these calls or my time in the store.  I have been repeatedly promised that a Supervisor would call me back.  Not once has that happened. 

In total, I have more than 10 hours invested in trying to get this addressed.

How do I get someone to actually address this issue and give me the promotion that was on your website and that I accepted? 

My next step is to pursue this through my State Attorney General office and the consumer complaint hotline.

[vzw_customer_support]

Hello, jjs123456. Help is here as we always want to see our customers receive their promotion. Please tell us more. What did the promotion include so that we can help. 

-Natasha

[jjs123456]

The promotion was for $0.00 monthly payment with a 3 year commitment and no trade in required on a Pixel 8 Pro.  I have screenshots and video that I am happy to send you that shows the promotion and teh order process.  What else can I tell you that would be helpful?

I am have been told that there is not a code they can find for the promotion.  Obviously, that is  a Verizon issue and not my responsibility to have the code.  In the past, when Verizon has mismanaged something on my account, they have sometimes agreed to give me a one time account credit rather than adjust my monthly invoices going forward.  For example, I have had rebates for new equipment that did not show up on my account.   Verizon was not able to add the rebate to my monthly invoices, so it gave me a one time credit for the rebate.  That approach would also be acceptable to me if we cannot resolve this in another way.

[vzw_customer_support]

Thank you for the information. We definitely want to make sure you're getting your promotion ASA, and we're going to do everything we can to help you. We're sending you a Private Message so we can gather more details.

~Jesse

[vzw_customer_support]

Thank you for opening the secure chat. Please send us your full name and phone number there so we can continue.

~Jesse

[jjs123456 · Accepted solution]

I was transferred to the Business Executive Relations group, since I have a business account.  Dishika applied the promised promotion to my account and fully resolved the issue.  The whole process was professional, efficient, and courteous.  Thanks!!!