Rebate Runaround
ohadks11
Enthusiast - Level 2

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.

1 Solution
ohadks11
Enthusiast - Level 2

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.

View solution in original post

42 Replies
Fverizon725
Enthusiast - Level 2

Omg I could have said what you're saying.  I've been fighting for 6 months to get 2 of my rebates for $450 a piece.  I too had ATT before switching and paid off 2 phones there too.  Did you follow up with the BBB?  This had been making me literally sick.

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docaldar
Newbie

Same problem here. What can we do to get Verizon moving. Lets call consumer protection and antone else we can find. 

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vzw_customer_support
Customer Service Rep

I am a consumer myself so I understand making sure that you maximize your savings on rebates, Docaldar. I would love to help to see what is going on. I have sent you a private message to get started. 

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Ar2r01
Enthusiast - Level 1

I just ported 5 lines over, and I have $1,400 worth of eligible rebates (3 under 300BYOD and 2 under HOLIDAY250 promos). I just received the notice for the HOLIDAY250 rebates being invalid, so I scheduled a callback with VZW customer service online (which they called back within 10 minutes). After almost 30 minutes talking/on-hold combined with no results, the representative could not do anything about it. She instructed me to call the VZW rebate service 877-883-4908, and after 20 minutes on hold with the rebate service, it disconnected my call. So after a total of at least 1 hour on the phone with VZW , I just wrote the email to Ronan Dunne CEO of VZW consumer group, asking for help.

wrencollie
Enthusiast - Level 2

Hi Ar2r01,

Have you received a reply and resolution of the rebate problem from Ronan Dunne CEO?  I also should have received the $450 BYOD rebate offer, got the invalid email from Verizon, and spent much time on the phone with Verizon customer service & rebate center who were of no help.  Totally unacceptable!

Thanks for your info,

wrencollie

kd2021
Enthusiast - Level 2

I am getting the same runaround for the $250SWITCHER rebates.  They say they are invalid because it states "This line was already processed through another submission."  I just emailed their executive relations team since none of the customer service reps can help including the people who respond on this message board.  Do not waste your time with customer service.  They directed me to the rebate center who told me that Verizon approves the rebates they just issue the gift cards.  She also said that they do not deal with the egift cards.

vzw_customer_support
Customer Service Rep

kd2021, I know that I like working with clear answers. You deserve just that so I am committed to making sure we get to a resolution. I know that we were working in Private Notes, so please meet us back there and we can update you on what we were able to complete on our end. Akane_VZW

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Meme1922
Enthusiast - Level 1

These fools in the rebate center will not accept a call from me per customer service. I’ve been hung up on 4 times trying to get the status of my rebate. I signed up for the rebate May 15, it’s past 45 days, it’s past 60 days yet it is still pending. Now I’m told I will get a response in 14 days. 

vzw_customer_support
Customer Service Rep

That is far too long to wait, I know I would not want to wait that long for a rebate. There is no excuse for not getting the help that you need, I apologize. Don't worry we will get answers for you. I have sent you a Private Message to continue. 

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Potterymom
Enthusiast - Level 1

I've been waiting since August to get my rebate and get the run around every time I reach out.  Please help.

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vzw_customer_support
Customer Service Rep

We are glad to hear that you have joined the Verizon family, Ar2r01, and want to make sure we get started on the right foot. I have sent you a private message so we can take a closer look at the rebates. We look forward to hearing back from you soon. -GregL_VZW

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Jaytacus
Enthusiast - Level 2

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
Customer Service Rep

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. 

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9wood
Specialist - Level 2

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

mvoss2010
Enthusiast - Level 2

That's exactly the response that I received as well. "you should have asked more questions". Yeah thanks, it's my fault you are trying to upsell people and lie to them. I really appreciate the fraud you are committing. 

vzw_customer_support
Customer Service Rep

Our only goal is to ensure the transparency of all Verizon transactions, mvoss2010. We would love to review your concerns and we need more specific details. Please tell us more specific details about the transaction/rebate in question and we'll be happy to assist you. - Antonio

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vzw_customer_support
Customer Service Rep

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

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ohadks11
Enthusiast - Level 2

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.

 

Fverizon725
Enthusiast - Level 2

Oh dang, I was ready to call that phone number

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vzw_customer_support
Customer Service Rep

We apologize for any confusion. Allow us to take a closer look at this matter and gather more information on the rebate. Please send us a Private Note at your earliest convenience to better assist. ~Vic

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