22 YR Customer - Verizon not honoring promo

[aemerry]

UPGRADE PROMO NOT HONORED

I am embarrassed to say I was fooled by Verizon yet again and am back complaining on this forum!  I just reread my complaint from several years ago and it is the same poor service, same tactics, same unanswered promises, same long exhausting phone calls that LEAD TO NOWHERE!!!

I recently responded to an offer on my account  to upgrade two devices .  The promo was for two Samsung S24 Plus phones, NO DEVICE PAYMENT, only had to have a qualifying trade-in.  The only two qualifications of the trade-in were: 1. phone had to be able to power on and 2. battery must not be leaking.  Both phones were in good working order with no cracks, etc.  I used the dropdown tab on the Verizon site to check if the two phones I was trading were on the list, AND called a Verizon rep to verify that they were indeed on the list and again go over the only stipulations (which he confirmed).

The Verizon rep went into my account and froze my current order and wanted me to proceed with the order through him; I preferred to do it myself online so I could take my time and read everything carefully but since I had already reviewed it the previous night and re-reviewed it before calling the rep and AGAIN verified it with him , I decided to let him process the order since he told me he would get credit and receive commission by placing it for me.  

Fast forward, I received the devices/sent in the old phones and waited to see the credits on my account.  I know from experience that the credits don't always show up for a month or more so I was patient.  When I reviewed my account after two months,  I can see that they gave me $120 discount on each phone (retail price $1119.99)  and are only giving me an $820 device trade-in credit toward the remaining  $999.99 balance.  On one line they are crediting me $22.77 of the $27.77 device payment, on the other line they initially credited me the whole credit but after the first month they are only crediting me $11.11 of the 27.77 device payment.  DON'T GET ME STARTED ON THE OTHER ERRORS ON MY BILL. SERVICES ADDED THAT I DIDN'T ADD, LINE NOT DISCONNECTED AFTER 3 CALLS TO VERIZON TO DISCONNECT (AND NOT ALL CREDIT GIVEN BACK TO ME FOR THEIR ERROR)!  I spent 3 1/2 HOURS on the phone one day trying to get all of these issues resolved and did not.

I gave myself  a week to get my blood pressure back down and called again on 4/9/2024. I spent 1 1/2 hours on the phone with a rep who PROMISED ME SHE COULD SEE THE ERRORS AND HER AND HER SUPERVISOR WOULD FIX. She promised that she would call me back the next day at  2pm CST and confirm with me all of the appropriate credits to my account.  I RECORDED THE CONVERSATION WITH HER (I informed her I was recording the conversation).  NEVER HEARD FROM HER, CHECKED MY ACCOUNT AND NO CREDITS ISSUED. Her "nickname" is Ann, her employee id # 49670.  She thanked me profusely for being a nice customer who didn't yell and get angry.  She informed me that not all customers are so nice, I accepted her compliment but told her that even though I try to maintain my composure that it is hard after spending 5 plus hours on the phone trying to get this resolved.  She then tells me she understands my position of being promised something from Verizon and it not being honored and then tells me a lengthy PERSONAL story about broken promises!!!! I felt for the young lady but felt good about finally getting someone to handle the credits and I would be done with it....next day....NO CALL!!!

Don't let me forget to add that I cannot even get good cell service in my house anymore because according to Verizon they have either lost contracts with towers in our area or the towers have turned and now I am on the edge of service area.  I don't live in the sticks.  I have to have a cell booster inside my home to be able to use my cell phones in my home.   So I have to pay $99 per month for internet just so I can use my cell phone (which I pay another fee for) in my home!  AT&T just put a tower not even a mile from my home.  I am thinking after 22 yrs I need to make the switch.

[vzw_customer_support]

Your loyalty means everything to us, and we are sorry to read that you've had to deal with this issue for such a long time, as we always want to make sure we are able to resolve any problems you might have. To better assist you, we will be sending you a private message to continue.

~Freddy

[aemerry]

And I have replied to your private message but am getting no response.

[aemerry]

Below is the private message I immediately received from Verizon, I have responded 3 times now and have not heard back.  I guess it's more "hurry up and wait".

To continue, we would need to access your account. Whenever you would like to continue, let us know so that we can further look into this.

~Freddy