Getting burned out over this

[Incredulous7]

My husband and I visited a Verizon store in Fredonia, NY, on August 1 to discuss whether the right plan was being used after removing two devices which were no longer needed.  At first we were told that indeed it was the best plan, although from what I had read, it definitely was not.  After the representative agreed it was more plan than currently needed, he brought out a phone and placed it in front of me, saying it was a free phone.  I was not in the market at the time for a phone, as mine was working fine.  However, after looking it over and realizing it was better than the one I had, there seemed to be no reason for me not to upgrade.  After that, the rep went away from the desk and brought back a phone and placed it in front of my husband.  The phone he brought to have him look at was a Motorola Edge;  my husband had a Samsung phone that he had gotten only ten months previously and was still getting device credits for.  As we are senior citizens and not up on the latest phones and features, it was confusing as to what should be done.  The rep lead us to believe our new bill would be substantially lower and we would both have free, brand new phones to boot.   It seemed too good to be true, and apparently it was. 

On the first bill, I noticed that we were not getting the device credit for the Motorola phone.  I texted the representative on three separate occasions to ask him why and got no reply whatsoever.   Next I chatted with an online rep, who assured me she saw the problem, had corrected it and I would be getting an email in a few days verifying the issue was resolved.   After a couple weeks and no such notice, I chatted with yet another rep, who also saw the problem, "corrected it" and assured me everything would date back to the day of purchase when the credit started being issued.  Another bill rolled in, and then another, with no such credit.  Therefore,  we went back to the Fredonia office in person in October and talked with a different rep.  He listened and tsk-tsked about the problem, shook his head over the nonresponsive coworker's lack of taking care of this issue, and assured us he would make sure it got done that day, and would call or text me the next day.  No call or text came that day or the next, so I texted him and he didn't remember who I was or what the issue was, and asked for clarification.  After going through the whole story again,  I was told the paperwork had already been completed and the credit was in the works.  When the November bill rolled in with no such credit, I had long lost faith in resolving it locally, and called Verizon's 800 number.  I came in contact with another rep and spent much time explaining the situation to her.  Guess what?  She saw the problem ( a "glitch in the paperwork") and walked me through what she was doing to correct it, talking to herself the whole time as she made the corrections.  She laboriously took down my contact information, making sure to set a day and time three days hence to follow through and let me know when to expect the credit.  You can guess the rest...no call came.  So after waiting several more days, I once again texted the local representative...and once again got zero response.

To date, I have spent hours trying to get this resolved and feel no closer than the first time I tried.  Until I came across these messages on the forum tonight, I thought our situation was just a fluke, our bad luck.  Now it appears to be nothing more than a complete lack of integrity on the part of Verizon and its employees.  It is very hard to believe all these people have been trained in such a way as to make the customer feel the problem has finally been solved by a caring and competent employee.  We are long time Verizon customers and are appalled by this disingenuous treatment.

Can anyone tell me exactly what will get this issue resolved? 

Thank you.

[Incredulous7]

I forgot to add that one of the online reps offered to upgrade the data plan for $15 a month, saying then it would be eligible for $17 credit for the phone.   I was already talked into getting a substantially larger data plan than needed for the Google Pixel, as we no longer have to rely on Verizon for internet.  Let this be a warning to customers in their senior years...it's a great idea to do a lot of research before ever stepping foot into a Verizon store.  Buyer beware.

[vzw_customer_support]

Hello, Incredulous7, we want to help ensure that you receive your promotional credits. So we can best assist, we will be reaching out via Private Note.

-Lauren

[vzw_customer_support]

We are truly sorry about the whole ordeal! We value your time and would like to help and review your options, plan and solution. To better assist you, I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

[vzw_customer_support]

We're here to help. Let us know if you need assistance. ~Peter