Promotional Credits not Honored

[Lyndsea23]

switched over to Verizon Wireless after being with AT&T for 20 plus years. During the time we were thinking about switching, there were several promotional credits being offered for new customers. There were the usual trade in values for iphones, $150 off apple watch, and Bring Your Own Device Credits (BYOD). We brought over a tabelet from AT&T. We traded in an iPhone 7 and an iPhone 11.  When getting my first 2 statements, there were no trade in credits for the iPhone 11, or the BYOD credit. I called Customer Service several over several months and was told it would be reflected on my next statement. Fast forward 6 months later, I finally recieved a 1 time credit adjustment on my bill for the credits that I was not receiving for my iPhone 11 trade in value. Unsurprisingly, the amount of the credits did not total the value that I was told for an iPhone 11. At the time of the switch in December 2022, the trade in value was $1000. I am only receiving credits of $22.22. So if you multiply that by 36 months (bc they split up all credits over 3 years), that is a total trade in value of $800. Therefore I am not getting the what was contracted to me when I switched over to Verizon. Again, fast forward to February 2024, (I switched to Verizon Decmeber 2022), I am still not receiving the BYOD Credit that was valued at $450. This past time I called in December 2023, the customer service representative said he submitted a promo fall form for these 2 promos I am not getting and my bill would show an aggregate amount of $200 for the remaining balance from the iPhone 11 trade in that Verizon owes me plus $150 aggregate amount from the BYOD promo to catch me up and the remaining credits from the BYOD promo would be divided up on the future bills. It is now Feb 2024, and my bill it still not updated. Everytime I call, I am told it will be reflected within a couple of business days. I pause my auto payment in hopes that the new total will be reflected and then I will pay what I truly owe instead of over paying and then trying to explain why I need another credit (which has the reason I am in this situation to begin with). The, unfortunately, my bill is never updated to reflect the $200 remaining that Verizon oweds to me from the Iphone trade in and the BYOD credit of $450. I did not pay it bc I am waiting for them to update it, then they charge me a $20 reconnection fee for each device ( I have 4 devices), so another $80 has been added to my bill. This is a complete disaster and totally unacceptable. I would pay my bill happily if I could get what was contracted to me during my switch from AT&T to Verizon. I am no longer going to waste 1.5-2 hrs on the phone with customer service to try and get this resolved. I will instead submit a Notice of Dispute Form and go from there. I have employee I.D Numbers and first nd last names of the employees I spoke with. I will be including all of thee details and contacting the Better Business Bureau as well as I see no other route to take as this point. 

[vzw_customer_support]

We're sorry to hear that you're having problems with your bills and promotions. It's our goal to make sure you're getting every single promotion you qualify for, and we're going to do everything we can to help you. Please be on the lookout for a Private Message so we can gather more details and get this taken care of for you.

~Jesse