After countless hours on the phone and chat I am unable to get the promotion promised to me on this past Black Friday 11/24/2003 applied to my account. I even have an email dated 01/15/2024 that was the result of research of my issue detailing the purchase and details of the promotion that was sent from the Verizon support representative. The same email states that the promotion would be applied but never was. During the most recent call, the support representative said that a recurring credit was manually added to my account and to check my next bill. I just received my next bill due April 4 and the promotion/credit still has not been applied. So far I have made payments totaling $134 for 2 phones I was to get for free and about to pay yet another $44.44.
It is pointless to contact support another time because they either can't or won't resolve my issue. Who can I contact in the Verizon Mobile organization that will escalate my issue and actually take ownership to completion?
I'm sorry to hear you are not getting a promtion baerje2. Let's look into thi together. What promotion was this? What did you purchase? -Joe
I also have a problem receiving my promotion now that I waited 1 to 2 billing periods the promotion is still not applied. I've spent 8 hours on phone with customer service with no help to get $875 resolved. Today I go to BBB. Now I see I should try FCC also. I hate being had ๐
Hello Strongc247. We would love to help. What promotion are you referring to? What device did you purchase? -Joe
I guess it was a trade in special to upgrade from my S10. I purchased a S24 that I thought would be free per the customer service person at the Verizon Store.
Thanks for following up. Our goal is to aid you in the best way possible.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
Same. I was unable to redeem the promos offered to me when I upgraded my lines last year. I spend a ton of time and energy trying to resolve the issues, but got nowhere. I ended up filing a FCC complaint for the issues that were costing me additional money and forgot about the promos promised to me.
I will likely cancel all of my lines and move to another company after this contract expires. I don't think I want to continue much longer.
Try the BBB or FCC. You'll likely get a call from someone that can actually help. Good luck!
Hello Joe and thanks for offering your assistance. The 2 phones that were received with the promotion are GALAXY S23 128 LVD and GALAXY S23 128 BLK. The email sent by the support representative on 01/15/2024:
"Thanks for reaching out to us for help. We've processed your request. To recap, here's what we've done:
Thanks for reaching out. We have submitted the Promotion Fall Out Correction to our support team to add the device promotion discount for your two lines ending in 5377 and 3530. Based on the account, the promotion was accepted by the representation back in 11/24/2023 "Loyalty: Upgrade and Get $800 off Select Samsung on Any Plan Doc ID 366934", based on the offer, it doesn't require device trade in. This promotion details was also notated by the agent on the same day, 11/24/2023. We have forwarded the request to add the discount, with PFF ticket ID 0025360."
I can forward you the email if you tell me where to send it.
Thank you for elaborating more on what is happening, and what communication you have received from us, baerje2. We definitely want to help by taking a look into this and see what is causing the hangup with the promotion from applying as expected. Please be on the lookout for a private message from us so that we can look over your account.
-Joseph
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