Have never received promo credit among other issues

[StormyNight]

I transferred my service to Verizon just over 2 years ago for 4 lines and all with trade-in credits to be aplied. I had to wait for the phones to ship so they were activated at different times, but all within a couple weeks of each other. Everything was ordered at the same time. Somehow, my phone line was put on to a "sub-account" by itself, while the other 3 lines were all on one account. I never requested this and no one can explain how this even happend. So I was overcharged  with having to pay for one phone line by itself as well as being overcharged for 3 lines when I should have been only charged for the discount you receive for having 4 lines. I was told to pay the "sub-account" charge and I would eventually receive a credit. I did receive a small credit one they were finally able to put my line with the other 3. I don't believe it was ever what is was supposed to be nor received a reduction or credit for overpaying on the 3 lines.

I was also unable to view my bill online for months due to the "sub-account" issue as I could only ever see the "sub-account" and never everything at once. I had no access to the other 3 lines to view billing. The credit I did have on the "sub-account" was never refunded to me and finally disappeared off that account. NO idea where that went. Customer service tried to fix the issue of for me of being unable to view the regular account, but it was unsuccessful.  Due to this ongoing issue, I was never able to sign up for online billing and autopay and receive that discount each month that I should have been given. It took many months to finally be able to find out the issue of account access and was resolved.

Upon finally being able to see my full bill I also discovered that of the 4 trade-in promo credits I was supposed to be receiving, I was only being credited for 3. I have now spent months and many hours on the phone with customer service that I would receive credit. This has still not happened.

I have spoken with many customer service reps and each one has given me a different story. The first one didn't do anything. I've been told by others that the form has been submitted and you need to wait 1-3 billing cycles. Another rep put in a ticket stating I hadn't been credited and included that all of the trade-ins were received and listed the IMEI numbers. I was supposed to receive a call back within a week and never did.  I called back only to be told that the previous rep was wrong and that wasn't the correct way to submit for the promo credit. Another form/request was put in and "please wait 1-2 billing cycles" and again nothing.

The last call I made again was on 3/4/24. I was told by the rep that I wasn't likely to receive the promo credit because they never received the trade-in phone (which was entirely untrue as it had been previously confirmed that everything was received.) I stated that I had received email regarding the trade-in, that it had been received, and that I was tired of waiting for this credit. They stated that a form would have to be "sent to corporate" due to they are no longer able "to handle it on our end" and they promised it would be sent in and that I would receive a follow-up call, which has never been happened.  It's now been almost 2 months since the last conversation.

I am tired of the run around, the excuses, and the empty promises. Even the last rep that I spoke to stated "you are getting the run around." By looking over these forums, it seems to be a very common occurrence. I was offered a "$20 off your monthly bill for the lifetime I'm with Verizon for your inconvenience" as long as I keep the 4 lines, which I accepted. But honestly the amount of time I've had to spend, the missing promo credit, all of the issues with the sub-account, being overcharged, and every one of the excuses...$20 off per month doesn't even begin to makeup for that. 

I've now reached the point where all of the phone payments are completed and I have yet to receive the promo trade-in credit.

[310Jones]

This is terrible. I'm still waiting for my device credit and if they pull a stunt like this, I'm going to be livid. Sadly, this seems quite common with them and their customer service has gone downhill over the years. I'm sorry this happened to you.  After 17 years, I'll likely be switching. No reason to be loyal to a company that treats paying customers in such a manner. They need to get it together. 

[Phoebe22]

Same exact thing happened to me

[vzw_customer_support]

@Phoebe22  wrote: Same exact thing happened to me

We want to ensure that you are receiving all of your eligible offers. Are you still having an issue with your promotional offer or has it been corrected?

-Andi

[Kaine530]

This happened to me last year and I am still paying too much after being told I would not! It’s frustrating to say the least. 

[vzw_customer_support]

Hi Kaine530! We get it is a challenge to balance our budgets while meeting our needs, especially around the Holidays. Please share a few more details in the private message that will follow.

-Deb

[cutter39]

Same thing happened with me in 2020 when I accepted the Samsung Galaxy S10e promo of buy 1 and get 1 credited once the one was paid off.  Ended up paying for the other one thinking I'd get a credit which never happened.  Hence why I've kept my Samsung Galaxy S10e and never upgraded.  I'm only posting now because the same stunt I see is being offered with the new iPhone.