I need help getting this issue resolved. My husband and I have been with Verizon for over ten years and have never had a late or missed a payment. In March of this year, 2024 we purchased 2 identical phones and two watches. We turned in the old phones and watches as instructed by the agent at the Verizon store in Springdale in Cincinnati, OH.
We were told that the returned equipment would be credited but that does not take place in the store. Allow up to two billing cycles to see the credit. In the interim, we encountered a problem with the billing of the new phones. The phones and services were identical, but the charges were not. We made several calls to Verizon customer service and also visits to the store. We told them about the billing problem and also that we were still be charged for the watches we turned in. It took several calls and months but the problem with the billing of the phones was resolved. The two returned watches were still being billed to us.
We started calling and visiting the store again. Mind you, my husband is a 20-year marine corps veteran with PTSD. He was still trying to resolve this $130.00 credit and was really agitated because our bill is over $350.00 monthly, but we are being told we can't be refunded. I had to take over the handling of this problem because the amount of anger it is causing is totally unhealthy for him.
We went to the Verizon store in West Chester, OH because the agent that tried to help us was scheduled at a different store. We spent an hour and a half with him on the phone with Verizon. They offered us $63; this was not acceptable. If we had done something wrong, we have no problem in accepting the accountability. This was not our fault. The agent went back to her supervisor and came back to us and the Verizon agent saying " Good news! We will issue the credit".
We received a text say your request for $130.00 is being reviewed for approval. You'll get an updated status within 48 hours. We did not receive any update or message. So not only did the Verizon customer service agent say her supervisor approved it knowing she was on speaker for the store agent along with my husband and I to hear but we never had the courtesy of a text, call or message saying it was denied. Not until I called to find out why the credit wasn't showing did, I find out.
Years ago, there was a customer service training called, Give them the pickles. I miss those days of real customer service where the customer felt important.
OM Herring
Thank you for that information. We want to help with the credit for your return. Were all devices turned into the store at the same time? ~Peter
Yes. The phones and watches were turned in on the same day we received the new phones and watches.
Hello Kevin1962, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.
~Ivone
I am not sure what happens from here. Is there someone reviewing my records and will reach out to me with the next step?
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