Offer redemption Experience

[diannenj]

I switched from Xfinity to Verizon FiOS back in mid August. I was going to be getting a better speed at a lower price with a locked in rate for 5 years. There were also two promotions, a $200 gift card as well as Bose headphones.

I received an email yesterday stating that one of my offers was ready to redeem. Upon logging in and clicking on the gift card, I encountered an error message stating my service had to be installed over 48 hours ago to redeem. The Bose headphones showed a redemption date of October 23 however it was still in pending.

I reached out to chat this morning and after being online with them for over an hour, and getting multiple excuses,, they are now saying that I cannot redeem because I have an overdue balance. My last payment was on October 6 in the full amount and my next payment is scheduled for November 6. This is all on auto pay and my account was never overdue at any point.

When I asked for a phone number to get this rectified, the chat agent gave me one but told me they have the same information that chat does. They keep reassuring me that once my payment comes out on November 6 I will be able to redeem the offers.

Has anybody had luck actually getting their offers without jumping through hoops or a phone number that I can call to get this escalated. I’m willing to wait until November 6 but if I still get the same runaround, I will definitely be making a phone call.

I’ve also read Verizon chats cannot be saved so I made sure to screenshot the whole chat .

I’ve only been with Verizon for two months and I’m already unhappy with their customer service.

[Kh_Safal · Accepted solution]

Hi diannenj,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.