$450 BYOD Issue

[Bhender]

I switched to Verizon and completed all steps given for the promotion. I received a confirmation email and then an email that Verizon was having trouble processing. The email stated I need to contact Verizon. I did this and was sent an email it was fixed. A week later I received another email they were having trouble processing. Then after more than an hour on the phone they informed me I only qualified for &150.00 rebate. Then another email stating they were having trouble processing and to contact them. After 30 minutes back and forth she stated she needed to talk to the store where I was given the $450 promotion code. She returned and stated she would have to call me back. She called back and stated that I qualified for $150 rebate and would be sending confirmation. Within an hour there were confirmations for all 5 phones for $150.00 e-gift cards. I informed Danielle she has one week to fix the issue and she stated she could adjust one of the phones to the $450.00 but not the other 4 phones I transferred. I plan to wait until September 24th and then will report to Better Business Bureau. I did not need to switch my service and I am paying more for phone service. 

Very unhappy with customer service 

bhender

[zbtmontoya]

Verizon doubling down on their incompetency and not even responding to anything from this string or any direct messages..

[vzw_customer_support]

We know this situation is not what anyone want to have to endure.  We would like to look into this, so we can seek a resolution.  Can you please send us a Private Message? 

[zbtmontoya]

I did and it went completely ignored.   

[zbtmontoya]

January 3rd I ordered a new cell phone for myself for the # ###-###-#### and also brought my mother over from ATT and added her to my account.  She brought her phone and # along with her.  ###-###-#### also on January 3rd.  The Verizon rep first set her up as a "sub" account under my account to be eligible for the BYOD port over.  

Fed days later when I received my phone I has some issues with getting my new iPhone 12 to link to the service so called customer service.  on that day, the rep after a long phone call made some changes and we were automatically disconnected and new phone lost all service.  I rushed to the store and they were able to fix.  Now I do not know if this phone rep or the Verizon store had trouble finding my mother's sub account under my account and I believe one of them "changed" my mothers sub account to be merged with my account.  (FYI-I think this is what causes all the confusion).

I filled out the BYOD rebate sometime in January but heard nothing so I followed up in February or May.  On this long call I let the rep know I have heard nothing back and they looked into it.  They initially said that there was an error with the rebate because the phone number was one digit off or something but they could see it, correct it, and escalated the rebate again.  I should see something in a few weeks.

Fast forward a few weeks, still nothing.  Another 2 hour + call with Verizon rep.  They go through all the detais, completely agree with what I have explained above and re-escalated the issue and said I will hear back.  Again NOTHING.

Next call again the rep agrees with my explanation and order of events.  Even offers a $50 credit for my inconvenience because she could see that I was not at fault here and this should be paid.  Promised I would hear back in 3-5 business days.   Again NOTHING.  

My last call again over an hour + on  call explaining everything and asked to escalate to a manager.  This manager "Adam" I think was VERY rude, would not listen or discuss the history of the rebate.  He looked for 2 minutes, said I am not eligible because I did not "port" over a number.  Again I think this stems from the original "sub" vs Main account and subsequent transfer.   I asked if he could send me what he was looking at and he said no.  To see my records I would need to call a lawyer and subpoena them through the court.  I offered to send him proof of the January 3rd transactions with my order details via email and he would not listen and like a child just kept repeating you are not eligible you did not "port" over a number.  I asked how is it possible that I have the same phone number that was previosuly on ATT??  He said he did not know, all he knows is that I did not "port" over the number.  After he said I did not port over the number for the 100th time, this is where I hit my last straw and I do apologize but I lost my $hit.  I can't believe this is the type of service after being a customer for many many years.  

In a society today, where people are trying to make it through a pandemic and just trying to get by, with stimulus checks and the like, for a large company like Verizon to basically steal $450 is just unacceptable.  

let me know what else you need me to provide.  I can send over emails from my account if needed.  

[Mitman69]

I sent a personal message last week. Haven't heard nothing. Whole situation is being totally ignored. 

[Mitman69]

Unfortunately I think it is an issue. I was lured in too. I went on and texted with a agent and he gave me a number to call. I called the number and they suggested me to text a agent. Just a unessasary run around. Shameful way to do business.....

[vzw_customer_support]

We know how important it is to get all promotions you qualify for, and we're here to help. I will send this reply, as well as a Private Note, so we can look more closely into it for you. 

[Customer_in_MA]

I also had a bad experience with the BYOD issue.  At the end of May 2021, we signed up for 4 lines.  and 3 of the lines received the free iPhone 12 mini devices as a part of a promotion.  For one line, we brought our own iPhone 12 mini and was promised $650 BYOD device credit on our account.  The sales person said that the credit will be given as Verizon credit and will show up in a month or two automatically.  When no credit showed up, I called Verizon customer service and they said that it was actually $450 rebate and the deadline had already passed.  When I talked to the supervisor, she said the email on the rebate was sent to me and Verizon is not responsible for what sales person promised.  She said the best she can do for her given authority is to waive $35 per line activation fee for 4 lines, which she did.  However, $140 I got was well short of $650 I was promised by the sales person.

Telling the customer that BYOD credit will show up automatically seems like an obvious way to get the customer to miss the rebate deadline.  I really don't know what to do beyond speaking to the customer service supervisor.

[KaliKayos]

I’ve been having the same issue since I moved over from T-Mobile to Verizon at the of April 2021. All 3 times I’ve chatted with customer service via the Verizon App I was assured that they submitted a ticket to “escalate” the issue and all three times ending with the same result, each agent tells me that they don’t see any notes on my account stating that there was an issue. The last agent told me there was nothing they could do because it was past the 30-days but I was never notified via email or app notification at there was a due date. The first agent told me I would receive an email to redeem the rebate but I haven’t received a single email from Verizon since I’ve become a member. Both devices I transferred over from T-Mobile were eligible for $450 e-gift card. If I cannot get this issue resolved quickly I will be transferring my lines back to T-Mobile.

[vzw_customer_support]

We would love to be of assistance to you, please send us a Private Note.*Cecile

[scottmonica60]

I am having the same issue. Brought in 4 lines to Verizon from T-Mobile ONLY because of the 450/650 BYOD. Spent at least 4-5 hours/multiple calls on the phone with support without any resolution. I thought Verizon was suppose to have superior customer service, but that is definitely not the case. Time to switch to another provider I guess.

I'm angry, I'll cool down and call back one more time to disconnect service. 

[wemmerich85]

Same issue.  Denied my rebate saying my purchase date wasn't within the eligible period. But it was....talked to support 3x now, told me to resubmit but I can't because it's not running anymore.  $450 is nothing to sneeze at, i'm a little upset.

[vzw_customer_support]

We certainly want to ensure you receive any promotion you qualify for and are here to help. When you entered the submission code for the rebate on the website, were you using the one sent to you through email? *Stanley

[Jsab89]

I'm seeing that I am not the only one. I switched from Sprint to Verizon for BYOD promotions online order. The promotion was suppose to be $450 for one of my phones and the other phone qualified for $650. I literally paid this amount to pay off my phones to make the switch.  Nothing mentions a code to put in anywhere. I clicked and followed everything on the promotional link even printing out the steps as I go for my records. I now am being told that only one promotion even shows up for the $450 (which is expired) when in fact I brought 4 decives but the other 2 were not eligible. The step by step on the promotional link even tells you if it's eligible or not. Now after multiple calls and no notes even being put into the system I was told the promotion has expired and there is nothing that can be done. Very short and sweet, you're out of luck sir. I don't understand how having all the proof of purchase  during this promotion IN THE TIME PERIOD can't resolve the issue. There is nothing that says submitting a code anywhere.

[TH93021]

Same exact thing only now it’s “we didn’t offer that in the month you came over” in regards to the $500 

[alm4]

I am also experiencing this problem. I was told over the phone that I qualified for this rebate (I wasn't even aware of the rebate until the rep informed me of it). However, because I did not open a new line, I was informed, after sending my phone in, that I did not qualify for the rebate. I requested the name of the sales rep from my May 7 sales transaction and the online chat rep said she could not access those notes on the file and I would need to call Verizon directly. Of course, the line does not put me through to a rep and they keep dropping me. I want to speak directly with the sales rep and obtain a copy of the notes from my file from that discussion and transaction. I want my old phone back if they will not honor the $450 rebate. I am going to file a complaint with the Better Business Bureau as well. #$450byod 

I feel like I intentionally had the wool pulled over my eyes. I've been a Verizon customer for over ten years but will be leaving immediately. This is terrible customer experience. The fact that this is happening to numerous customers (by the sales people) feels like a systemic slimy sales tactic from the playbook of Wells Fargo. I hope that it catches up with them. 

[Mkrupnik87]

I am literally beside myself right now and still in disbelief at the endless complaints regarding one of the stipulations that Verizon assured its customers. Not surprisingly, the discrepancy is in reference to Verizon’s 500 dollar incentive it assures giving its customers after meeting several of the companies obligations. Unfortunately, Verizon has failed to hold its end of the bargain and is essentially the reason I am here myself. Low and behold, I am one of many disgruntled customers that is experiencing this ridiculous form of consumer fraud. Shame on Verizon for taking advantage of the everyday consumer and the completely shameless disregard for the law. I WANT WHAT WHAT PROMISED AND I WILL MAKE SURE TO UTILIZE ALL RESOURCES AT MY DISPOSAL TO HAVE VERIZON HELD ACCOUNTABLE AMONG ANY OTHER IMPOSITIONS  

[vzw_customer_support]

We definitely understand the importance of getting your promotion and we can certainly try to assist you. Please send us a Private Note, or contact us on Twitter @VZWSupport, or on Facebook, so we may be able to assist.*Gert

[sat_pgrl]

Hi we have joined verizon in December-2021 with 5 lines. (4 New and 1 BYOD).I was told about to get $450 for my byod device. What happened there was issue when porting time and it got solved by porting team by creating new connections. we had a issue when we tried to apply the promo code "450byod" in jan-2021.So we contacted customer care and they did it on behalf of us. But we have received only $200.. we didn't received the $250 yet. So we contacted customer care many times and raised many cases and no solution. Can you please help us on this.

[vzw_customer_support]

sat_pgrl, thank you for joining our wireless family! We definitely want to make sure you received any promotional credits that you have been eligible for. Allow us to look into this further for you. I have sent you a Private Note to provide the assistance needed. Please respond in the Private Note to continue.  -Alicia

[vzw_customer_support]

We have access to the account. I see remarks and there is a follow up set to take place on 11/3 to provide you with the results of the rebate concern. -Corey