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I had my three mobile phone lines with ATT for about 7-8 years. ATT had an Apple Watch promotion during BlackFriday 2023, it's buy one Apple Watch, you got another Apple Watch for free. We stopped by ATT store and purchased two watches. The store did not have the color that our sons wanted in stock so we had to put our order and waited for them to be shipped.
When we were on our way, we stopped by Verizon store and talked to one of store representatives. We told him about the promotion that we just got from ATT store for the two watches. He told us that if Verizon store also had promtion for Apple Watches. If we signed up with Verizon, we would get both watches for free. I mentioned to him that we were paying around $175 and asked about option plan Verizon we would get. He said he can do $150 for three lines before tax and fee. It would be about the same after auto-pay as I did a rough calculation. We then talked about devices and trade-in options and $200 giftcard for each line if we bring our number from ATT over. We had three trade-in phone for our three lines, two android phone (s23 and ultra-s23) and one iphone. After the credits we got from out trade-in, we would pay another $11 for devices (5.xx for ultra-s23 and 5.xx for iphone). Here are a summary of what.
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Promised Promotions when signed up
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* Promotions for three trade-in phone to cover the cost of three phone devices, paid $11.xx
* $200 dollar gift card for each phone line
* Promotion for an Apple watch
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Estimate monthly cost
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$150.00 (3 line phone plans before tax and fee)
$11.xx (phone devices - Ultra S23 and Iphone)
$20.00 (2 Apple Watch connections before promotion)
$8.xx (1 Apple watch)
Since my ATT bill had been issue two days ago, I told store representative that I would need to wait for another two or three weeks. He said that it would be pro-rated so I should not be worried. After I signed up, I learned from ATT that I had to be responsible for entire month. We already had the iphone and one of our android line brought over to Verizon and watches activated so decided to bring over the rest.
One bringing all number over, I noticed that the balance of my account is way more than what I calculated and the apple watches promotions were not in the account either. I went back to the store and talked to the store prepresentative and he said that the first bill will be a little off but it would be corrected after the first 2 months. A couple days later, I noticed $65 dollar plan in my account. I came back again to talk to the store representative to remind him about the $150 plans for three lines we signed up. He told me to wait and went to a room in the back of the store for about 10-15 mins to check, came back and told me that it should be $50 dollars and I should be all set.
A few days later, I received a couple of emails regarding the disqualification of $200 giftcard rebate that the store representative helped me to put in. I started calling in and talked to Verizon Wireless customer service trying to figure out what happened.
I was asked what plan I signed up for. I told customer representative that I dont actually know the plan name and hat I focused on when signing up with Verizon was the amount that I have to pay monthly. I was then informed that all my promotions were dropped becaused the plan was changed from Ultimate something to Welcome plan. In addition, it appeared that all other device promotions were also no longer there as I asked customer service representative to walk me through the bill and break it out. I was also told that the Apple Watch promotion should be one watch only since we have only one iphone. I went back to the store to confirm about the Apple Watch promotion. He appologized and aksed if I wanted to get the second watch for free, I had to get a samsung watch. Since both watches had been set up and our sons already had their watches for 10 days, we would feel bad if asked one of them to change the watch to samsung which has different settings. For other promotions, he gave me a piece of paper with different phone numbers and told me to call 1-800-922-0204 Verizon customer service, instead of 611.
I have been calling customer care numberous times (7-10 times) and talking to different representatives. I normally spent from 1 to 3 hours to repeat the same story with all the details but could not get anything resolved. In fact, a couple of representatives I spoke with escalated my case to other department and also their supervisor. I told a few times to rest assure and wait after talking to their upper managment and obtaining approval. They said it normally takes from 3 to 10 business days to have all promotions corrected after submitted. I have waited 3 or 4 times going from 3 to 7 days and then called backed in just to get an update or talked to different representative but nothing has been corrected or resolved up to this point.
I tried and it seems this can't be resolved via verizon customer service. There is an VZ escalation number I can call directly?
Thank you!

