Verizon failed to apply promised promos

[grkrama]

Verizon was offering a promotion where customers who transferred a line from another carrier would receive a free phone (credited over 36 months) and a $100 gift card for each line on the Unlimited Welcome plan, or $200 for the Ultimate Plus plan. Additionally, for Home Internet, customers could choose between an Xbox or a Netflix-Hulu bundle. Tempted by this offer, we switched from T-Mobile to Verizon, but we now regret the decision.  

None of the promotional offers were applied to our account. Instead, we were charged $40 per line for a "Pro Setup" service, even though we set up the phones ourselves at home. We only went to the store to pick up the phones and activate the lines. According to customer service, Pro Setup fees should only apply if a store representative sets up the phone, such as transferring data, which was not the case for us.  

Furthermore, Verizon is charging $95 per month for Home Internet on each line, even though the representative initially stated it would be $45 per month. We also never received the promised rebates, and the device trade-in credits were not applied. There’s an unexplained "trade adjustment" of +$25 on the account, but it’s unclear what it’s for.  

This experience feels like a bait-and-switch by Verizon. Once customers are locked into a 36-month contract, they have limited options to address these issues

[vzw_customer_support]

Hi grkrama. That sounds beyond frustrating and not the experience we want for you. We will send you a private message to assist with your promotion concerns. 

-Dee

[grkrama]

No resolution yet—things just keep dragging on. Now, to get a gift card from the customer service representative, we have to wait 8 weeks to 2 months. I’m not sure what kind of policy Verizon is operating under. 

[vzw_customer_support]

Hey, grkrama, sorry to hear you're still working on this but we're here to help. We're sending you a Private Note. 

-Cait

[grkrama]

CSR keeps changing and they don’t know what they need to do. Never ending cycle, and I am sure this will keep going on because they don’t want to provide resolution.