Still waiting on Promotional Credit...

[BS_21]

Back in Feb 2023, I pre-ordered a Galaxy S23 with a promotion to trade-in my old S10e for $800/36 mo.  The promotion clearly stated it was for payment plan or full purchase.  I purchased in full.  I completed the trade-in after getting and setting up my S23.  My trade-in was accepted, but the problem was the amount of the credit was wrong.  I called customer service and was told everything was fixed and I should start seeing the monthly credits after 2-3 billing cycles.  So I waited  and guess what, still not promo credit. 

So off I go again calling CS and getting a promise that it would be fixed in the next bill.  Waited for the next bill and again, no promotional credit.

I tried chat support, figuring I'd save the multi-hour phone calls with lengthy holds and having to repeat the whole story.  I received some limited success and received a one time credit for the total of the credits I should have gotten to date.  I also was told that my next bill would start showing the credits.  Well to no surprise, no credit again. 

I tried chat support again, and was once again told that the credit would appear.  Here's another billing cycle and still no credit.   Tired of getting empty promises.  So trying another method, by posting here.

I'm a long time customer with multiple lines.  I've done many promo deals over the years without issue.  This latest issue is making me reconsider carriers.

[vzw_customer_support]

It worries us to read about this experience. We are here for you, and we will be glad to help you clarify any pending concerns you might have. We sent a Private Note to further assist you. ~Geo

[BS_21]

Replied to your PM, I'm hoping you can get it resolved.

[BS_21]

still waiting on credit...

[vzw_customer_support]

Thank you for reaching out to us BS_21. We're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist.

~Ivone

[BS_21 · Accepted solution]

The issue is resolved.  Thanks to CSA Peter who followed through despite quite a few hurdles.