Rebate
freddyace
Enthusiast - Level 2

I switched to verizon Online, there was a $250/line rebate. I switched 4 lines, bringing 4 of my own devices. Expecting $1000 in cards. I switched to verizon from ATT. Received NO instruction in an email nor in any of the bills.

Now they say that i can't get my rebate because i supposedly had only 30 days to file the rebate. This is my first time with Verizon and its unfortunate that its been a horrible customer experience so far.

Out of the 4 SIM cards only 2 ported over properly i had to spend hours in the store on two separate days just to get phones to start working.

I'm on hold now for over 25mins just waiting for the rebate people to pick up because the 2nd account rep said there's nothing they can do for me. The first rep was trying to help but got disconnected at 56mins.

I'm going to keep trying to call them to get this resolved. But its almost impossible to get anyone thats going to actually help.

79 Replies
kruger1932
Enthusiast - Level 1

I am currently working through what seems to be the exact same issue and the same time period. Qualified for the $200 prepaid gift card by porting over a number from a different carrier, everything seems great, even qualified for $350 off the newest iPhone with my trade. I was told to expect the credit within 1-2 billing cycles, so I was patient. After 2 billing cycles and no credit, call them up (trying to get through to a person during Coronavirus is even more frustrating than usual), and was told neither the trade in, nor the rebate were handled correctly at the start. I was apparently supposed to enter a promo code at a different site at the time of my checkout which I was never informed of, and the window of opportunity was closed. I explained my dissatisfaction with that, and was told that escalation tickets were submitted for both issues. I would hear back from them within a week. Fast forward another month, and I have to call them again, and fight my way up the chain of command,before being told my account will be credited for the trade in, and I should expect the prepaid gift card soon. I'll believe it when I see it. But this is absolutely ridiculous, and I hope Verizon LISTENS to these complaints and straightens up their rebate, trade in, and sales process.

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vzw_customer_support
Customer Service Rep

kruger1932, we sent you a Private Note to gather more information. Please check your inbox to continue this conversation.

VictorC_VZW

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vznportinscam
Enthusiast - Level 1
Thank you, you have successfully authenticated. A Verizon agent will message you shortly.
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vzw_customer_support
Customer Service Rep

vznportinscam, we definitely want to ensure that you're able to qualify for our promotions. My research of our previous correspondences shows that we last spoke on 01/18/2020. To ensure that we're on the same page, is everything okay with your account? We're here to help.

 

LorenzoP_VZW

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Mwatson20033
Enthusiast - Level 1

Well here we are at the end of 2020 and this is still an issue! I switched to Verizon through an online deal. 350 off a device & a certain monthly amount. 2 weeks later added a 2nd line w/new device that came with $100 rebate. First bill comes, monthly device fee was $17 higher than deals chatted, agent said it would be refunded and adjusted next bill. Nothing happened. 3 mo I reach out again, that agent said that he couldn’t find that deal for my purchase date?. What?? Anyway said that I actually had a $150 rebate for that line and $100 for 2nd line but it had expired. I explained how bc I didn’t know bc that’s not the offer I chose!! He then sent an escalation ticket & told me to wait 8 weeks. Again, nothing. This time an agent said they both were expired, I told him how many reviews I seen of Verizon cheating ppl out of rebates and he offered a $100 credit “ for my trouble” really? But ok whatever . Chat closed before I could ask when it would be applied. So, next day I reach again to wake when I will see this credit. This agent wanted me to explain what the credit was for. I told him pls read through the chats as I am not about to go over months of back n forth convos. THEN is agent tried offering me $50!! I said no sir, I agreed on a $100 when in reality I should have got $350 I’m not doing less. I will cancel my service right now. He gave me $100 credit and even waited with me until it was added to my account. I’m happy I got something but it took a lot of time and frustration 

 

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Acrvz
Newbie

Same issue with me.  I went In store and picked up 2 iPhone 12s and ordered my 12 pro and was told by the sales rep that I would $250 e-gift card for each line as a new customer.  I turned in 1 iPhone XR and mailed in the remaining iPhone XR and iPhone XS Max early NOV.  I called VZN today wondering about my rebate status and was told that I had to submit the rebate but I was never told this! The rep in store told me they did everything and I just had to make sure I mailed in my devices! The rep on the phone submitted an escalation but couldn’t give me a ticket number nor did I get an email about said escalation.  Is this really how VZN operates? Smh

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ML144656
Enthusiast - Level 2

Had a similar issue.  Switched over two lines from Sprint.  Port didn't work and the reps in the store refused to help me because I initiated everything online.  Had to use one of the phones in the store to call customer service myself.  Sat on hold for three hours until they fixed everything.

Now they keep denying my rebate, saying my number was never ported over.  Been fighting with the rebate team for two months now.  I wish I stayed with Sprint.

Sgowen83
Enthusiast - Level 2

I'm in the same situation as everyone here. I did my order online and transferred 5 lines. Went in store to pick up my SIM cards and found out the transfer was messed up so the rep had to fix my whole order. I submitted my rebate the next day. Been waiting 11 weeks now, I've contacted many times, was disconnected over and over. Now when I email I just get a replay to wait longer. I also had to contact them several times regarding the activation credit that was promised before they applied that. I switched to Verizon from total wireless because of the terrible customer service, and now this all happens. Maybe I should go back to total wireless, it's terrible service as well but at least it's $100 cheaper per month!!!

Sgowen83
Enthusiast - Level 2

I'm thinking this should be spread around on social media to help people avoid this. I don't mind waiting for my rebate if it's legit, but reading through this forum has dissolved my confidence about the rebate offered.

vzw_customer_support
Customer Service Rep

Sgowen83,

 

Waiting on a rebate for so long wouldn't make me happy either. We want to make sure you get what you're supposed to and can stay in the Verizon family. I appreciate how patient you've been. What reason were you given for the wait at this point? 

 

AndrewT_VZW

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ryecko
Enthusiast - Level 1

I experienced the exact same experience. Was told by the rep I would get my "Rebate" after 30 days automatically and now being told I had to go to another site and put a code and date in to initiate the rebate. Definitely a scam.  The process is flawed to benefit Verizon in a way that they can justify not paying out rebates by making the customer responsible. To ensure that happens lees communication is murky even from the customer service reps. I have heard different stories on the process from 2 different reps now which means they are not even communicating the process clearly to the Reps as well as the customers.    

veoeluz
Enthusiast - Level 1

I think it's pretty clear by now that there was a mis-handling of these rebates.  My wife and I switched to verizon during the 2019 Black Friday event (phones and service purchased on 11/29/19), and we were told the exact same thing: The rep told us that the rebate form was already submitted and that there would be no additional information or action needed from us to obtain this rebate. I've been working with Verizon's rebate center and the only thing they can tell me is they don't see it in their system and have  no means to escalate the matter. 

This is $800 dollars (two phones/lines at $400). I'd love to give Verizon the chance to make this right.  Unfortunately, the stores are closed due to this virus business, and calling by phone hasn't gotten me anywhere either.  The online chat system seems to continuously full of people trying to get some resolution and i can never get someone on the line to help. 

Verizon representatives, if you're reading this, you have an opportunity to save a brand new customer.  I switched from Boost Mobile after having been with them for over a decade. Do you really want to lose a customer within a couple months over a rebate? Please reach out to me and let's get this thing settled. 

vzw_customer_support
Customer Service Rep

veoeluz, we value your loyalty and we want nothing more than to keep you as a loyal customer. We appreciate the steps you have taken in efforts to resolve your rebate concern. Making sure you receive a resolution is vital. Allow us the opportunity to take a closer look at the details of your concern. We have sent you a Private Message. Can you please respond to that message? Thank you.

 

SylviaT_VZW

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vzw_customer_support
Customer Service Rep

Ryecko, we see that you had some concerns on your rebate. Just to get a clear understanding, did your rebate concerns become resolved? Or were you still in need of assistance? 

 

TakendraW_VZW

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Truehappiness1025
Enthusiast - Level 2

We were told that we would receive our rebate in a couple of months. We were told that there wasn't anything to submit,, that it was done in office.. Well, we never received it. When we inquired about it, we were told that no rebate was ever submitted. Now we can't get in touch with the rebate center at the number we were given. Just a "busy" signal. Tried the chat, and all they would say is they would sign us up for automatic payments to save us $10 a month. why...so irritated with their customer support. In store, they're nice and helpful as can be but thats where it stops. 

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roadoflife
Enthusiast - Level 1

I am having the same problem with Verizon trying to redeem two $150 pre-paid Visa cards they promised me as an incentive to sign up with their service in April 2020 and purchase two $1300 iPhone 11 Pros.  The in-store salesperson gave us the website and code (APRIL150) to start the process.  The website was malfunctioning that day and the next, refusing to process the request despite providing the correct information.  We went back to the store the next day and were told by a different salesperson not to worry about it, that our request had been submitted successfully.  We trusted the Verizon rep and just went home to await the pre-paid cards.  It's been more than 2 months since we "submitted" our rebate request and nothing has arrived.  I spent 70 minutes on the phone this morning with Verizon being passed around from agent to agent, lied to at one point by one of them (Cristian).  The defense I got from Verizon was that they don't handle the rebates -- another company does that.  They do this to distance themselves from having to take responsibility.  The fourth person I spoke with said she would submit a request to the rebate company, but said it would take something like two billing cycles.  So now that I have waited 10 weeks for the rebates, I have to wait at a minimum another 8 to see if they're even going to honor the promise.  And after reading the other experiences logged on this topic, I doubt we will ever hear anything back from Verizon.  What it comes down to is this:  Verizon made a promise to me and my family to return a total of $300 in pre-paid cards as a condition upon us starting service with them and purchasing our new iPhones in their store.  That promise was not fulfilled.  When a company does not deliver on a promise -- whether or not the rebate company they contract with was at fault -- it is fraud.  I encourage anyone who has experienced the same deception to contact their state's Attorney General's office, the FCC or any other appropriate regulatory body or agency to file a complaint.

vzw_customer_support
Customer Service Rep

roadonlife, I'm sorry to hear that your efforts to take advantage of our rebate did not go as smoothly as we wanted.I've sent you a Private Note, so we can check on this in greater detail. 

 

JohnT_VZW

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TPritchard
Newbie

Same thing happened to me. Switched over my son’s line from Sprint over to our 18 year old Verizon Account, only to be promised a student discount that I don’t qualify for and a rebate of $250 that I never received. The store, which BTW is an authorized retailer and seems to have their own promotions going on, issued the code for the discount, but did not disclose that I had to spend a certain amount of money on a phone. SO, I got a code to submit my rebate, which was denied by Verizon due to not meeting the price requirements. I was not informed of this requirement. Solution from Verizon.... you must try to call the store and get it resolved locally ! LIED to .... buyers BEWARE. I feel betrayed, misinformed and lied to. Not counting that if I had known there was a price requirement I could have gotten a better phone if I know that it would qualify me for the rebate! Ridiculous! Verizon need to get control of their rebate program. I am sending this to a class action law suit lawyer for review. 

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vzw_customer_support
Customer Service Rep

That is not the experience we want you to have with us. We would be happy to review this matter with you in depth. To allow us to do so, please leave us a Private Note here, or reach out to us online @VZWSupport on Twitter or Facebook. 

VZW_Robert

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Sean_Z1
Newbie

Complete scam indeed...I signed up for the BYOD program last week and received the text for the Verizon stream TV. Promo code didnt work...Ive since been on the phone with customer support for 3 hours between the last 2 days...finally got another code...ALSO doesnt work. Then spent another 1.5 hours this morning with customer support, who couldn't help me and transferred me to telesales, only to be told that they couldn't do anything either. Then transferred by him to the credit department for some reason, which was a dead end and the call automatically disconnected. Verizon customer support has been beyond disappointing and I completely feel like this whole promotion was a bait. 

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vzw_customer_support
Customer Service Rep

You are in the right place for support. Please view your Private Messages for the support you deserve.

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