Where to send a written complaint to Verizon?

[Sunnykhurana016]

Hello,

I have been a Verizon user since Decemcer, 2021. I got my Pixel 6 pro from Verizon under an exchange offer and ported my phone number to Verizon. I'm part of a family plan and I never noticed how much I was being charged and if I received my promised cashback of 800 USD for the exchange until October, 2023 when I wanted to switch my device. To my surprise, I was still paying for my Verizon device and never got the cashback. I reached out to the customer service and they just gave the vague answers like "The case is with the escalation team" and that went on till January, 2024 when a customer service representative told me that I am not eligible to ask for the cashback since the expiration date to ask for the cashback is gone. How does it make any sense? Verizon received my device and it was their responsibility to give me my cashback. Initially I thought it was a genuine mistake on their part but after 2-3 months of back and forth with the customer service, they refused to give me back my cashback and also refused to give me back my device that i sent them for cashback. I would really appreciate some help with this.

Regards,

Sunny

[vzw_customer_support]

Hello Sunnykhurana016, we're sorry to learn you're having issues with our promotion. We want to help in any way we can. You mentioned that you were supposed to get $800. Was this for a trade-in you did when you ported over or was it a different type of promotion? If it was for a trade-in did you ever send the old device back? Do you have a return tracking number or a trade-in submission ID? 

~Ivone

[Sunnykhurana016]

The UPS tracking number for the trade-in is: 1Z4E9W390679436576

The IMEI number for the trade-in device is: ***** (Pixel 4XL)

I believe it was a promotional offer for trade-in the old device for new customers. 

I did send the trade-in device on Jan 6, 2022 and one of the customer service representatives from Verizon I talked with confirmed that Verizon received this device from the IMEI number.

[vzw_customer_support]

Thank you for the information. To better assist, I'll be sending you a Private Message, please reply to it, so we can get started. 

~Maria