We recently switched our T-Mobile 4-line account to Verizon Business due to the promotional specials available. Trade-in any old iphone in any condition for $1000 credit over 36 months and $200 bill credit per line ported from another provider.
To-date I have spoken to 6 customer service representatives about the missing promotions on my bill, twice I was put on hold for 20+ minutes and hung up on (today) and the previous calls have resulted in a ticket escalation which has resolved absolutely nothing. I have text messages with our Verizon Business Rep in Aurora, IL promising the $800 in bill credit has been applied for porting our 4 lines but does not appear in our account. I have screenshots of the promotion for trade-in devices and only receiving credit for 2 of the 4 iphones I mailed in together.
As a new business customer I expect communication and resolution on behalf of the promises made by Verizon Employees that have not been accounted for. Please don't make me call you every week for an hour and be told that you have created an escalated ticket and the credits will be on my next bill. This is not how small businesses that choose your services want to spend their time.
To anyone else experiencing this treatment, I encourage you to find resolution here and if not acknowledged next steps will be a formal complaint with photo evidence to the BBB and Attorney General.
Hello miajoo, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.
~Ivone
your private message advised me to call 1-800-922-0204 - that is unhelpful and not a solution since I've gotten nowhere with that effort 6 times.
I think the main problem is Verizon's CS is mostly overseas and the call center doesn't really have that much access to anything Verizon. Never mind that those folks are surely working in the middle of their night with the time difference? The OP of this thread did manage to get their switcher rebate after some time, so hopefully these tips will help you too.
As for the trade-in credit thing, hopefully your trade-in(s) weren't lost somewhere in the shuffle. There's another confusion going on with a warehouse in Whiteland, IN which is a new location and some Verizon employees don't even know it exists. Others have had their phones mysteriously disappear somewhere during the shipping process elsewhere. I blame the current unlocking policy as I believe shady individuals are targeting Verizon phones.
I appreciate your help and resources. I sent 4 iphones in the same box so I'm having a hard time understanding how they were able to apply credits for 2 of the 4 iphones. The most challenging part is the representatives are not accountable for what they say / do when you take the time to call them. I've thought this was resolved a couple times due to the polite rhetoric from CS and assurance the ticket was escalated. The 2nd promotion for porting four lines is with a specific local Verizon Business Representative who has texted me and confirmed he added the credit and blames CS / billing department. I've called his supervisor and left a VM and texted our Rep and neither has responded. This rep had to create four new Verizon Numbers and then port our tmobile lines over to get us registered so he promised that he would credit our bill instead of going through Verizon Promotional Dept. Now i'm skeptical that we were lied to.
Oh...now I see what's going on. If Verizon had to create 4 new numbers for you, then it invalidated the switcher rebate, because you have to keep the same numbers when porting in before you can qualify. Will surmise that something went wrong with the port and then they created new numbers to get around the problem, but they should have told you it would then be like never having a cell phone before and therefore not qualifying.
As for sending 4 phones in one box and one shipping label, I think they want one box/tracking number per trade-in, but messed that up for you too, so now there's a bunch of confusion with "where's the other devices" because they can't track them anymore. You may have to file a complaint with an outside agency to get it sorted out. So sorry Verizon can't do better as your experience is not unique.
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