credit not received as promised

[frustratedcustomer5]

I reluctantly agreed to upgrade to an iphone 14 as I was promised it would not be an additional charge with our plan if I traded in my existing phone.

The promotional credit has never been applied to my bill even though the phone was received in June. I've called or texted 5-6 times since then and every time I am told the credit will be applied but they say the phone is lost, or received but they have to follow up. Every time I call the very nice agent promises to look into it, get back to me in 5 days, and then I never get a follow up - and every phone call or text takes me an hour. I have been a customer for over 20 years and am extremely frustrated and want to end our 5 lines and verizon fios service, because I've never had a customer service experience like this.

If this does not get resolved in the next week I will be filing with the Better Business Bureau and FCC and will begin migrating all of our business with Verizon - and will not look back.

[frustratedcustomer5 · Accepted solution]

I am the original poster, and I want to update and say that shortly after posting to this forum, I received a private message following up on the posted issue, and I'm so happy to say they have fixed the issue and applied the promotional credit! The great service I received through this forum has restored my faith in Verizon!

[vzw_customer_support]

frustratedcustomer5, thank you so much for the update. Assisting and resolving our customer's concerns is our number one goal. Thank you for working with us and wishing you an amazing day! 

-Natasha