I am getting tired of this. January 3rd I contacted a rep about the Xbox series X and amazon gift card promotion for upgrading my LTE home to LTE home plus. I was assured that I qualified for this promotion by upgrading and that I would recieve an email confirmation and a way to redeem my items. I now have been through 6 chats, 2 phone calls and still no resolution. The calls and chats all assured me that I qualified for the promotion but each said they would elevate the situation and get me answers within a matter of days. This never happened and now a rep is telling me that I never qualified for the promotion because I didn't add a new line. This was not in any terms that I saw. At this point I am paying for an upgraded service for no benefit to me and am thinking about canceling. Any suggestions??
Hello firetruckbuilder, we're sorry to learn you're having issues with our promotion. You mentioned that you were advised the situation would be elevated. Was there an escalation processed for the promotion? When was this escalation processed?
~Ivone
This escalation was supposedly processed February 4th. I am currently in a chat with a rep that is telling me that I didn't qualify for this promotion since as an existing internet customer I needed to add a new service to qualify? The terms I read and the assurance I received from the sales rep on January 3rd stated that as an existing customer I just needed to upgrade from LTE Home to LTE Home plus.
Thank you for the details. Looking at the promotion Existing Verizon Home Internet customers who add a new 5G Home Plus service can redeem the offer. In order to qualify for the offer it had to be a new line of service. We apologize for the inconvenience.
~Ivone
So nothing can be done about this? I was paying $25 a month for service that worked just fine and this promotion came up and I swear I read that an existing customer could update and all would be great so I did it. The rep even confirmed for me along with the others I've talked to that I was correct but now I am not? Why was this information not conveyed before? AM I now stuck with this more expensive service because Verizon failed to inform me of the proper terms that supposedly existed? I have been very happy with my service but now I am getting tired of the run around. Other customers have made posts with the same situation I am in and it seems they received their items without issue?
We certainly want to be transparent with you, firetruckbuilder. Without meeting the promotional eligiblity, there isn't much we can do in regard to the promotion in question. What we can do is take a look at your account and see what we can do about the plan, and the additional charges incurred with the plan change under the presumption that you'd qualify for this promotion. So that we can do this, please be on the lookout for a private message from us.
-Joseph
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