This is the USA and commercialism is at the core of the economy. People here work hard for every penny. People here deserve honest to goodness world-class service for the top dollar we pay for each and all services we avail. Verizon was thought to be the best cellphone network provider in the country, or so I thought, that's why I made the switch from Sprint.
But early on I am welcomed by downright poor customer service that made me think I was scammed. After waiting for months for the rebate I was given a telephone number to reach for my inquiries -- 844-408-8471 twice (one over chat support and voice call support) and have tried calling this number everyday for a whole week, not once didn't I get a busy tone which tells me that it's not working.
I made the switch and had 5 lines ported over from Sprint in the 26th or 27th of September this year as a tele-sale agent told me I can avail of the $300 promo BYOD rebate for the three qualifying devices (2 devices weren't compatible) with the START UNLIMITED. At this time they were running the $450 BYOD rebates for the DO MORE and PLAY MORE unlimited Plans. I asked the agent twice to be sure I heard him right and he affirmed --YES for the START UNLIMITED I get $300 rebates for each line, as he gave me the code to input when I submit online to claim afterward.
I have three lines submitted for the BYOD300 at the rebate center last Oct 8, 2020. Got acknowledgement receipt emails saying they're processing my rebate claims and should get results by December 2. Noticed the status on my rebate claims haven't changed December 5 that I decided to ask a live agent through chat. After sometime, apparently after the agent's inquiry I saw the status on my claims changes to "INVALID" without any explanation why. Later on the reason appeared to as "THE LINE ASSOCIATED WITH THIS PLAN IS ON INELIGIBLE PLAN". The chat agent told me to call the customer service instead and ask if they can retrieve and listen to the voice call after I argued that I was told by the tele sale agent as otherwise.
I then called the customer service and asked her right away if they have a way to retrieve and listen to a past conversation I had with their tele-sale agent. She gave me indefinite answer and asked why and so I explained to her. After over an hour, with this customer service giving me some counter offers, which I said NO to and just wanted what I'd been told by the tele-sale agent, she and her supervisor finally decided to go ahead and process with my $300BYOD per line claim. I assumed that they have actually listened to that conversation and validated my claim.
I got an email saying exactly as she said that they have approved and sent the $900 to be processed, pending approval, and that I should get another (follow up) email within 48 hrs. A week has passed and no email still. Checked my rebate status online and it now says invalid for this reason "YOUR PURCHASE WAS NOT FROM PARTICIPATING LOCATION". And I am just dumbfounded if this is in fact their workaround to deny my valid rightful claims. I have made an upgrade from XR to 12 Pro through Best Buy in 11th of November. The reckoning date of my claim is when I made the switch over order done thru tele-sale back in the 27th of September!!!
Again, I called customer service the other day hoping I could get some answer or guidance but was just given the same non-working number of the rebate team --844-408-8471. Oh and the agent discourteously just hung up on me without saying bye or anything immediately after texting me that non-working rebate Team number. What a whack!
I am an ordinary worker earning every penny the decent hard way. I only wish the best for myself and my family and I expect to receive what is due me. I know the justice system here works. I hope we don't go that far but you have no idea how stressful it can be for us --your customers.
I am very sorry to hear you had issues with this promotion for so long. Verizon always strives to provide the best experience. Give us a chance to look at this one more time, and I can assure you I can fix this for you. Please meet us in a Private Note. If there are notes on your account about this being approved, I can get it applied.
JavierD_VZW
PM sent. I am just somehow relieved that at least in here someone is actually listening in and will try to do something. We are faced at blank wall and no one to turn to. Just somehow good to know there is an activity here in the community threads. Pls keep me posted. Thank you!
Hello,
Same thing happened to me. I received a mailer for converting on line, was supposed to receive $400 gift cards and only received $300 ones, and one less. I saved the chat history and no one cares. Not sure at what point it's considered fraud or the BBB would do something about it. Super frustrating.
Hi, it's just really frustrating that we have to deal with such event like this. I mean we're paying top dollar and it's logical to expect the best service from Verizon. Least to say for what are being told us we'll get in certain deals where in most cases we based our decision to sign up with them. I am still waiting for my credit as of now where they'll give me $250 for each line instead of the $300. I told them that I just wanted it to be done and over with so I accepted it instead of nothing. But the extent of how far we have to go through is just despicable. I'd strongly suggest you bring it forward to BBB, I am pretty sure they will help you out. I will not hesitate to do so if I don't get my credit in the next couple days.
howardtv, if you have not received your credit yet, then we need to see what the issue is. We will need to access your account and that has to be done in a private, rather than a public setting. Are you available to work with us on this? - ErichC_VZW
Hi thanks for reaching out. Yes I am anyway. Let me know how to go about it privately as you suggest.
howardtv, we have sent you a Private Note, so please respond to us at your earliest convenience, so that we can assist you further on this.
KevinM_VZW
This has been resolved by I having received $750 credit just now. Though I didn't get the full $900 as promised by the sales agent that made me decide to make the switch I can say I can live with this for now. It's been tedious and frustrating at my end that I have to go through the stretch. I wish you guys can streamline the channels where you can be more responsive to address these rebate issues. I am sure you're all professionals and are willing to help in supporting your customers --the very least we'd feel valued as customers if we feel there is actually care for us. Well, its been sort of a journey. Not 100% happy but what can I do? Better than nothing --so thank you still for getting it done.
howardtv, we are here for you to help make sure that you can get the help you need with your BYOD rebate. So we can discuss this, please send us a Private Note. JoseL_VZW
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