Billing upgrade Nightmare since July
MAL7887
Newbie

I am beyond frustrated at this point. I have spent so much time with customer service trying to resolve this and to date none of the issues have been resolved. I have been a Verizon customer since 2003. I have 7 lines, plus home internet, plus a tablet, plus a smart watch, and the Verizon Credit Card.

I am ready to walk away from it all and go to T-Mobile if this isn't resolved on this last attempt.

PROBLEM ONE

On 7/8/2023 I placed an order for an iPhone. During this process I redeemed $193.23 in Verizon dollars from my Verizon Visa Card. The order was cancelled. I was not able to place a new order as it showed my line was not eligible for an upgrade, Additionally my Verizon Visa rewards were not refunded back to me. After multiple calls attempting to get this corrected, and despite being told each time everything was resolved, it wasn't. On the third call I was able to get the upgrade restored and was told I would get the reward dollars refunded back to the card in 14 days.

I waited 14 Days, reward dollars were never refunded. I held off placing another order, waiting for these points. I called back on 7/28 and was told, basically there was no trace of what previous rep did and this rep told me something completely different. She said she saw it was redeemed and the order was cancelled, but not problem She would submit a request and the reward dollars would be refunded by 60 days. It's been 60 days, I did not get the $193.23 back.

PROBLEM 2

On 8/26 I placed an order for a Galaxy Z flip, with a 3 year payment term, and a trade in credit for $800 for a Moto Razr. Additionally, there was promo for a free galaxy watch (over 3 years with new line) and a Tab S9+ for $15 per month (with trade in, new line). Great deal, or so I thought. I placed the order. Next day, I get a shipment notification for the Phone and was notified that the Tablet and watch were cancelled. After a LONG call with customer service being unable to figure out why it was cancelled, they manually placed the order for the Tablet and watch. I received the return boxes for my old tablet, and old phone, mailed them off, only to be notified that my returns had been cancelled.  I'm not getting the $800 credit for the phone trade in or the $180 credit for my tablet trade in. Both trade in orders show cancelled, and I am getting billed the full amount for the devices.

 

At this point I have made so many calls, wasted so much time trying to get all this fixed. Each time I'm told it's resolved, Each time it's not.

 

T-Mobile store is willing to buy me out of everything I have with Verizon, and This is my last grasp at trying to get it resolved before I walk.

 

Please help.

Thanks,

Matt

 

 

 

 

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3 Replies
vzw_customer_support
Customer Service Rep

MAL7887, my biggest apologies to hear of your experience. We would never want to see you leave us and rest assured, help is here. I have sent you a Private Note for additional assistance. 

-Natasha

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MAL7887
Newbie

After some further communications it appears that has been some progress... Thanks.

 

My Next bill estimate is now showing my trade in being applied to my phone. But it does not show my tablet trade in being credited to the tablet line. I mailed in the old tablet in the tablet return box at the same time. 

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vzw_customer_support
Customer Service Rep

Hello, MAL7887, that's great to hear that your credits are set to appear on your next bill. So we can check the status of your tablet, we will be reaching out via Private Note.

-Lauren

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