We traded in a phone and purchased a new one in April. The terms of the sale included a monthly credit for the following 3 years. In June, we were notified that the credit was in error, and we were billed for the amount of the credit we had received up to that point and the monthly credit was removed from future bills. I have been talking to customer service since June and there has been no resolution. I went to the store where we purchased the phone and after a month, still no resolution. The terms of the sale were final and Verizon can't just change their mind after the fact. Each time you call customer service you get a different person and they have to start from the beginning to try and figure out what has happened. How can I get one person who will be responsible for this resolution?
Hey tdd13, I know I would be upset if I had a promotional credit removed like that. I've seen some instances where this has happened in error, and we can get it fixed pretty quickly. In other instances, a promotional credit can be removed if a change is made on the account that does not fit within the promotional eligibility (most often a plan change). We'd be happy to take a fresh look into this, and see what we can do. Please be on the lookout for a private note from us, so we can help.
-Joseph
Last I heard, a few weeks ago, someone was going to check and see if there would be a new plan we could switch to that would allow for the promotional credit to be added back but still no reply.
Thank you for the information. We would like to see if there is anything we can do. We will be sending you a private note to further assist.
~Ivone
It looks like this has happened to my account as well. I lost my monthly credit on my device.
It's worrying to see you lost a credit on your account. Please tell us, have you made any recent changes? ~Geo
We also had our promotional credits removed from 3 of 4 phones in August 2023 after 21 of 30 months. I've made 8 separate calls to Customer Service and no one seems to know how to fix the problem or really cares about resolving it. There is no accountability to the customer. On the last call, the Customer Service rep told me the only way to fix the issue is for me to call in each month and ask for the promotional credit to be applied to my bill for the remaining months. Still don't know how they plan to reimburse my account for the overcharges I've paid to date. Can anyone from Customer service in this forum help?
jdchar, we're sorry to hear that you lost your promotional credits. It shouldn't take so many calls to get this fixed, and we want to get you a solution ASAP. Please be on the lookout for a Private Message.
~Jesse
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