Rebate Runaround

[ohadks11]

I rejoined Verizon after a truly miserable experience with ATT. I still had to pay off 2 devices (even though they were BOGO and I was walking away from hundreds of dollars in savings), to the tune of $1200. Verizon sent me an email directly for a BYOD offer, for up to $450 per line.

Before placing the order online (stipulation of the deal) I chatted online with a VZW sales rep to confirm ALL details. I had been messed up so much by ATT that I was cautious...very cautious, and skeptical. I took screenshots of that transcript, and made sure I had evidence.

Then, once I decided to place the order, I called telesales to reconfirm the same details I had already, to make sure the details were consistent. They were, and that rep literally handheld me through the online order process, to make sure it happened correctly. 

Then, she went a step farther and emailed me a link and code and everything I would need in order to submit the rebates. I brought over 3 lines, 2 worth $450 and 1 worth $250. I submitted my rebates accordingly, within 30 days. I read the fine print, 20 times, very carefully.

Now I get an email from the rebate center saying my submission for the $250 is Invalid, stating "Your purchase was not from a participating location." 

That's impossible since I purchased online, which was the whole deal...online purchase.

Now I've called customer support, because of course I can't just call the rebate center, I have to be routed around. This is what I HATED about ATT, and now it's happening here. I came back to Verizon because for the 15+ years I was your customer I never had the sorts of rude runaround issues. I have been routed from billing to telesales, and now I've been sitting on hold for over an hour, while allegedly the agent finds the phone number for the rebate center. I suppose LaToya thinks I'll just give up and while she keeps me on hold she gets to just hang out for a while.

I went ahead and initiated a chat with a rep, who eventually gave me 2 phone numbers to call. Not one answer, 2 phone numbers. So now I get to runaround some more and chase down different depts and hope one is right.

This is NOT RIGHT! I do not have money to throw away and am almost in tears. I am stressed and scared that you are messing up me out of my rightful money, despite the fact that I know I have done everything to the exact letter of the T's &C's!

I will be happy to involve the BBB and FTC for fraud in advertising, but I hope you won't let it come to that. Not an idle threat either...I will not be messed up over again by a cell phone company.

[vzw_customer_support]

Ohadks, I'm sorry to hear about the experience and confusion up to this point. Rebates are not the same as BOGO deals. They work on entirely different systematic structures to be applied to an account. Any device promotional credits given which include BOGO's takes 2-3 billing cycles to be applied and you do not have to submit anything as long as you filled the requirements of that offer. We do back date any missing credits as well. Rebates are filed through the Rebate Center. If they're saying your rebate is not eligible, then that is case. You can always discuss this with them personal which I know you have tried. I can not speak on what phone number was provided during that time but there is only one number you can call to get a hold of our Rebate Center. This is the only number we have available 877-899-8980. TaylorH_VZW

[ohadks11 · Accepted solution]

Please re-read the post. This was not a BOGO deal. This was a BYOD rebate deal.

You are focusing on the wrong details and you clearly have not read carefully.

[9wood]

Alot of people having same problem despite the scripted reply from Verizon 2 billing cycles etc seems also the answer you get varies from person to person and also there word seems to mean nothing as there excuse is to claim that the rep was mistaken and too bad

[ohadks11]

You haven't even clearly read the post. I was referring to my previous BOGO deal with ATT, which to switch to Verizon had to be satisfied before I could join Verizon.

The BYOD >$450/line rebate deal is the only way I could afford to return to Verizon. It was just commentary to provide context on the importance of the rebate for me personally and financially speaking.

To confirm once again, the deal I was offered was a BYOD. Please re-read and respond.

Also, the 877 number provided is ONLY a rebate card lost/stolen or balance inquiry line. I couldn't even get through to an agent.

[Jaytacus]

I am having the same problem!  I created a post a few days ago hoping I can get some help with a Verizon rep and just like you their reply was terrible.  I'm trying to retrieve two $300 BYOD rebates and have called Verizon three times and they all said I'm eligible and don't understand why I'm not receiving my rebates.  They've given me three different promo codes to use and they all came back invalid!  I had four other lines that were switcher rebates when purchasing a phone from Verizon.  I receive those rebates with no issues.  I'm thinking it's a scam as they want you to purchase a phone from them to get whatever rebate deal is available.  Since byod devices are not on their "installment plans" they're probably scared that we can leave Verizon at any time.  However, I returned to Verizon from ATT because we did not like their service compared to Verizon.  But now I'm irritated with Verizon and have never had an issue for over a decade prior.

My next step is to contact Verizon executives.  Researched that some have taken this step after all fails.   They mention to select an exec and fill out a form.  They will contact you at some point.  I'm hoping this works and might be a step for you also.  The link is below.  Good luck.

https://www.verizon.com/about/our-company/executive-bios 

[vzw_customer_support]

Jaytacus, we are truly sorry to hear about your experience. Making sure you are able to receive the Rebate that you qualify for is vital. Allow us the opportunity to turn this experience around for you and further investigate the details. We have sent you a Private Message. Can you please respond to that message? Thank you. 

[vzw_customer_support]

We apologize for the confusion, ohadks11. We certainly want to ensure you get the proper rebates. We will be sending you a Private Note to assist.

[ohadks11]

I want the public to know that I have had multiple private messages back and forth, and they have resulted in nothing.

The agents responding are not reading my messages thoroughly, asking for the same information repeatedly, and then providing me with basic rebate tracking status information.

I have made it very clear, which anyone could see if they read my post, that I don't need status tracking. 

I have filed a BBB complaint and am preparing an FTC complaint based on false advertising. I have followed everything precisely, and I have everything documented where Verizon even sent me notifications stating my eligibility for rebates, which they are now denying.

I am still getting the runaround and still being treated like a fool who will give up on the $1250 I am owed....wrong assumption. 

[ohadks11]

I have shared multiple private messages back and forth, with no solution, and now when I'm trying to respond to the latest message I am receiving an error stating that I have hit my allowed limit of private messages. What is supposed to happen now??