Escalation above supervisor - Billing issue since 11mths
dr1231
Enthusiast - Level 1

Hello, I'm writing this because I'm at a loss for what else to do. I plan on continuing to escalate my issues until resolved to my liking. I was made a lot of promises by the online agent whom I chatted with. I have 3 open concerns.
Context,
Feb 3, 2022 To start my account I was told by the online representative that there were several promotions going on at once I will benefit from. Free iphone or up to 800 off (I have picture of the conversation). Rebate for my old device and final bill paid off up to 1000 dollars( I have picture of the conversation). I asked for the best deal which at the time meant choosing the iphone 13 regular at the time was on sale for 799. dollars. I choose the regular iphone 13 as that was the best deal for me. With that I was told when I return my old carrier device for trade in I will receive a credit to my account Feb. 20, 2022 order number {edited for privacy}. For that I received 185. dollars. Please note I have been calling every 2mths the last 11mths to find out where my promotion and rebates were and given complete run arounds. I returned my old carrier device in the same box you all sent my new device. The original new device mailed to me would not activate. I called in in to technical support and once troubleshooting didn't work I was instructed to go into the nearest store. I went into the store closet to me and they weren't able to get my new device you all mailed to work, so they swapped it out. They took the new device mailed to me and replaced with a working newer device. The original new mailed device was given to the vzw store to return. Please keep in mind I was under direction of your technical support. I made a call to customer care after being disconnected in the online chat in Aug. 2022 checking in on my rebate and free iphone credits. I was told it would take more time to resolved. On Nov. 30, 2022 around 4pm I called in to check on the progress. At that time the person assisting me FINALLY opened a case and said I would have my issues resolved by 7:21pm and a supervisor will call me back. I received a call back from the supervisor who had informed me my case was not approved . I was very confused so I gave her all of the details you read above. I was highly upset. She put me on hold and according to her she was checking to see how she could fix things for me. When she returned she offered me a 1000 credit to my account that would be credited to my account in 5 payments of 200. dollars a month for 5 billing cycles. I expressed my dissatisfaction for that offer because that isn't what I signed up for. I wanted my monthly device credits and my final bill paid from previous carrier. She continued to convince me this was the best she could offer at this time. I told her fine I'll take this offer if this is my only choice. She repeated the offer and asked me if I would agree and I said yes. I then asked how long with this take to see credits to my bill. She replied could take up to 2 billing cycles. Fast Forward.....here we are today Jan. 24, 2023 I spent over an hour chatting with an online rep who gave up and disconnected our chat. So I called and was transferred 3 times until I was able to reach a very patient gentlemen by the name of YURI. He listened to my concerned and opened/reopened my cases totaling 3 at this time. Now I'm awaiting another 5-7 days for a response to an almost years issue.
Concern 1,
On Mar 6, 2022 I applied for my final bill rebate order number{edited for privacy}, I received email Mar. 12, 2022 saying they were having trouble processing due to documents not being legible. I logged in and resubmitted and still they were not accepted 3 separate times. I finally called in and was told someone would reach back out to me. That didn't happen. I have opened a case and officially provided a case number {edited for privacy}, please issue my rebate for my final bill.

Concern 2,
I was assured I would see the device credit in 1 to 2 billing cycles of starting my account of 22.22 credits for 30 months. That has not happened, case number {edited for privacy}, please issue my free iphone/device credits .

Concern 3,
During my return call from the supervisor for case {edited for privacy}, back in Nov. 21, 2022 I was assured my issues would be settled with the 5 installments of 200. dollars a month. According to the notes on my account they were never recorded nor was the conversation and credits been issued. Case number to investigate this false offer {edited for privacy}.

  • Rebate - {edited for privacy}
  • {edited for privacy} -800 off iphone (received text during my call 11/30/2022 4:21 PM, with callback by 7:21pm)
  • {edited for privacy} - investigation request
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Re: Escalation above supervisor - Billing issue since 11mths
vzw_customer_support
Customer Service Rep

We always want your experience with joining the Verizon family to be an enjoyable one. We're sorry to learn that this hasn't been the case. When you worked on a resolution with the supervisor, did they apply the first $200 credit at that time? Do you have the tracking number for your rebate?

*Ellisandra

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Re: Escalation above supervisor - Billing issue since 11mths
dr1231
Enthusiast - Level 1

No, I was not given any rebate number or tracking number. I'm not aware of your standard process for these kinds of things. However, I asked several times for a reference number and was not given one. I was assured that she was resolving my issues but she actually did not. Please help.

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