Verizon won't issue credit for promised free phone

[tgverizion1]

So I received an email in May 2022 (yes today is 6/16/23) from Verizion offering free iphone 13 with trade in.  Got my new iphone 13, returned the old phone, then received an email in June 2022 stating device has been received and confirmed the monthly credit to be applied to my bill, which would happen after 2 billing cycles.  2 billing cycles later no credit. Call Verzion and they input the promo and  told to wait 1-2 billing cycles.  After 2 billing cycles, no credit.  Called Verizion and told wrong promo code entered.  Call numerous other times and given a different story each time but always promised the credit would be there in 1 -2 billing cycles.  In February, they told me to wait it out until a year and customer service would issue the credit as there is nothing they can do until a year.  Called back after the year on 5/31 and the person that I spoke with said she took care of everything and it would be credited in 14 days.  Called 14 days later and no credit issue.  Confirmation # that was given by the person that I spoke with on 5/31 meant nothing to Verizion.  Had to start the whole process again.  Was told bysupervisor  credit would be issued shortly and he would call in 10 -15 minutes but if for some reason he  couldn't call me that day, definately by the following day.  I told him I believed he would call me back but in case he didn't how could I get in touch.  He said I could call 611 and they could transfer to him, which I questioned.  Called today and guess what, they can't transfer him and he is the only one that has visability to this ticket.  This is ridiculous.  I am only trying to get my money back for what I have already paid on this device and correct going forward.   This is my money.  Come on Verizion, you can do better.

[vzw_customer_support]

I'm sorry to hear you are having a problem with your trade in from a year ago. We would love to help. What phone did you trade in? Have you had any emails stating why the credit wasnt issued? If so, what were they? -Joe

[tgverizion1]

Thanks Joe.  No emails stating why it wasn't issued and on the contrary, everytime I call they tell me that it will be fixed and the credit will be issued in 1 -2 billing cycles.    The new phone is a iphone 13 and the trade in was a iphone xs.  Thank you!!!

[vzw_customer_support]

Thanks for getting back to us. Let's look deeper into this. I will send you a private note to look further into this. Please reply there.-Joe

[tgverizion1]

Thank you.  I have the emails with the 'free phone' offer and the email acknowledging receipt of my device and the monthly credit that would be applied to my bill.  Let me know if you need any of this.

[tgverizion1 · Accepted solution]

So just to update this, Peter solved the problem Saturday morning!!!!   He was fantastic and did this so quickly!   I received my past credits due to me and can see them on my account already and also see my next bill amount has been adjusted and he said I will receive the device credit each month.

what I don’t understand is with roughly 10 calls to customer service an hour each time, (give or take), why they could never fix it.  

Anyway, I really appreciate Peter and his superior customer service!  Thank you Community!!!

[vzw_customer_support]

We're thrilled to hear that Peter helped turn this experience around for you, tgverizion1! Please know that we're always available for you here, and ready to help at any time. We hope you have a wonderful rest of your week!

~Izzy