Sold phones then found out promo was expired

[NERI826]

I’ll try to be brief.  I went to the Verizon dealer Aug. 24th for cheap Samsung phones for an 11  and 10 year old.  I was told by the rep.  Randy and another guy, that there was a promo for free Google Pixel 7a’s with the opening of a new line so I went with those. Randy told me it would take 2 or 3 billing cycles to see the credits for the phones.

 I went back in  to the shop in September because I was nervous as  I had noticed the paperwork I received did not show the promo.  (I know that wasn’t smart of me  but I was dealing with an emergency situation).  I spoke with Pauline who assured me there was a valid promo and she said she had sent it off again and said it should work now.  

Of course it didn’t work and so when that became clear I spoke with Randy again on December 1st.  He said the promo was still good and he’d  make sure the promo got through and would call me back and let me know something on December 2nd.  
Of course he didn’t call back and so  I called customer service .  Customer service set up “escalation” which was supposed to be a three way call with the Verizon  shop for 10 am December 11th.  

Of course they didn’t call and so I went to the Verizon shop and spoke with Aaron who finally gave me an answer why the promo wasn’t working.   That promo expired August 2nd before I bought the phones.  He suggested I call customer service and that I ask Randy to call customer service.

 I called customer service and asked why no one had  called me that day as promised.  I  got no answer.    Instead I was promised by Neshawn that he would call  back the next day, December 12th  at 12 pm and connect me with the escalation team (whatever that is).

 Of course no one called  December 12th so I called customer service and spoke with Brianna who promised me she would call back with her supervisor before the end of the day and figure out a resolution.  Of course she did not call back.

So  Verizon.  here is a summary of my complaints:

1. I was told my phones would be free or nearly free under a promo. The retail store folks  readily admit this.
2.   I’ve made three trips back to that shop  to try to resolve this.  
3. The Verizon shop employee did not get back to me as promised.  
4. Three times I have been promised phone calls that did not happen  by Verizon customer service.  
5.  Almost none of your representatives put notes in the account so every time I call back the representative has to start over.  

I realize it’s on me that I don’t have paperwork reflecting what I was promised.  However the fact that I’ve been led on for months and promised a resolution that never comes is completely unsatisfactory.  I have been polite  in my dealings with your employees but I’d have a lot more respect for them and your company if they had just said “I’m  sorry we can’t help you. “ I am weighing my options and at the very least I will be taking my business elsewhere and recommending all my friends do the same.