Rebate Runaround

[ohadks11]

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.

[vzw_customer_support]

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

[ohadks11 · Accepted solution]

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.

[ohadks11]

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.

[vzw_customer_support]

We apologize for the confusion, ohadks11. We certainly want to ensure you get the proper rebates. We will be sending you a Private Note to assist.

[ohadks11]

I want the public to know that I have had multiple private messages back and forth, and they have resulted in nothing.

The agents responding are not reading my messages thoroughly, asking for the same information repeatedly, and then providing me with basic rebate tracking status information.

I have made it very clear, which anyone could see if they read my post, that I don't need status tracking. 

I have filed a BBB complaint and am preparing an FTC complaint based on false advertising. I have followed everything precisely, and I have everything documented where Verizon even sent me notifications stating my eligibility for rebates, which they are now denying.

I am still getting the runaround and still being treated like a fool who will give up on the $1250 I am owed....wrong assumption. 

[rmac4242]

I've been dealing with the same customer support nightmare as well. They told me that they have photo evidence that my trade-in phone has damage, even though there were no problems with it when I shipped it.  The trade-in amount that I agreed to was $440.  Rather than honor that, they first offered me $50, and then moved it to $100, and then sent a "final offer" of $200. I've said that isn't acceptable and to return my phone to me, which they have refused. So now they have my phone and I've received nothing.

I've asked for copies of the photos of the damage, but they won't send them to me.  They told me that I need to go into a store to look at the photos (during a pandemic).  They also told me that I need to file a claim with the shipping company because it must have been damaged in transit. But they won't share the photos with me, so I have no evidence to claim anything against them even if I wanted to. 

I've been a loyal Verizon customer for 13+ year and just added a new line and purchased 2 iPhone 12s.  The way they treat their customers is absolutely shocking.

[Fverizon725]

What has happened with this?  I need to try something too as I'm getting no where with the rebate center.

[ohadks11]

I have shared multiple private messages back and forth, with no solution, and now when I'm trying to respond to the latest message I am receiving an error stating that I have hit my allowed limit of private messages. What is supposed to happen now??

[9wood]

Much like on the phone you get nothing but scripts and no help got several private message from Verizon none more than repeat scripts and no help

[vzw_customer_support]

@ohadks11 ,

Making sure that you are able to receive all the promotions and rebates that you qualify for is important to both of us, and I see that we had provided you with the current status of two rebates using the tracking numbers you had provided us with that we had confirmed you would be receiving. You also provided us with a third tracking number that was not checked yet - that can easily be done here: https://www.yourdigitalrebatecenter.com/#!/check-my-status 

By means of elimination, this third tracking number would be the one you are having trouble with since the previous two are not showing any issues. When you check the status of each rebate submission using the previous link with the tracking number, you would also be given the reason it was denied (if it was denied) as well as an option to contact the Rebate Team. Should you need any further assistance with this, please continue in the Private Messages we have sent, or follow the link to contact the Rebate Team if preferred.

[ohadks11]

Your response is honestly insulting and further wasting my time. I fully acknowledge that is very rude to state, however I continue to receive useless facts about how to check the status of my rebates and general information about contacting Verizon customer support.

Neither of those respond to my need nor actually provide any new information or value to me.

It is therefore a waste of my time to continue to receive these messages that I feel compelled to respond to. If you had actually read my post and looked into it further, you would easily see that (a) I am not at all asking about rebate status, (b) I know what all 3 statuses are, (c) I have already contacted VZW support repeatedly and been routed around without resolution, (d) I have shared multiple private messages with agents from this community post also without any resolution, and (e) you don't actually have a way to contact your so-called "Rebate Team".

I filed a BBB complaint and contacted your executive team and that finally did the trick. I absolutely should not (nor should any customer) have to put up with gross mishandling of basic issues. Your executive services/escalation team contacted me yesterday, understood the problem within 90 seconds, agreed with me that the rebate denial MADE NO SENSE, and gave me the rebate I was truthfully owed. And she did it with grace and respect. We had a lovely and professional conversation, and she also acknowledged that training is lacking at lower levels of the organization on rebate handling. I was on and off the phone within 12 minutes.

This was not a complicated matter and whatever team is responding to these posts needs further training on how to appropriately treat customers as well as how to ACTUALLY resolve issues. 

[vzw_customer_support]

ohadks11

That hurts to hear. You always deserve world-class support. We certainly always want to help and make it as easy as possible. We always appreciate customers who take the time to give us their feedback. I’ll pass what you’ve said onto our management team so your voice is heard. We are glad to hear that your issue was ultimately resolved.

[Jaytacus]

@ohadks11 

I was having the same issue and had replied to your post earlier and left a link for you to use.  I went higher in the chain and filled out a form with a Verizon Executive on 12/11.  I received a call from them the next business day on 12/14 to let me know he'll take a look at my issue.  Next day 12/15 he called back and found the error, which was in the system displaying our numbers weren't ported in but as a current Verizon customer.  He called back o. 12/16 with a resolution which was a credit for the FULL amount I was owed for the rebates!  He gave me an option as a monthly credit or full lump sum  credit.  I suggest you do the same and contact a Verizon exec.  Link is below, good luck.

https://www.verizon.com/about/our-company/executive-bios

[ohadks11]

Thank you very much.

I ultimately filed a BBB complaint AND contacted the exec team based on your post, so thank you for that! Both seem to have had the needed result, which is that they called me and took care of it. The entire call lasted 12 minutes, and they also gave me a credit back. Right now it's for 1 of the rebates, because the other 2 are still processing, but I have the information for the person I spoke to in case there are future issues. Now at least I know how to escalate.

For others who may be running into roadblocks, I also suggest you just bypass the nonsense of back and forth with line-level agents and just go straight up the chain. I hate over-escalation, but in light of the fact that there is a clear lack of training, lack of care/concern, and no direct way to talk to the rebate handling team, I see no other way than to escalate, escalate, escalate. BBB has been very helpful to me, and if you are professional and calm and state the facts (and have the facts on your side), there is no reason you shouldn't expect to have them respond and help you.

[vzw_customer_support]

That is certainly not the experience we want for you, ohadks11. We want the best for you and I'm sorry to hear about everything that has happened including a much longer than usual path to resolution. We appreciate you making the switch. It sounds like the matter may be resolved but if not, please let us know and reply to the Private Note we have sent. 

-RSM

[wrencollie]

Hi,

The same thing is happening to me.  I switched my phone to Verizon for the $450 BYOD rebate and received an email today saying the submission was invalid.  I spoke with customer service, rebate center and a supervisor, and they are only offering me half of the rebate, not the full amount.

Can you share which Verizon executive you contacted?

Thanks

[vzw_customer_support]

wrencollie, 

We love to see you take advantage of amazing deals on our network. Were you advised why the rebate was invalid? 

Click the link below for more information regarding how to redeem a rebate or promotion on our network.

https://www.verizon.com/support/device-rebate-faqs/

Lasina_VZW

[Jaytacus]

@wrencollie I can't remember which executive I chose but I don't think it matters which one.  They each have a team that resolved these types of issues.  Here is the linkhttps://www.verizon.com/about/our-company/executive-bios

Just make sure you fill out the form with your contact information.  They contacted me within one business day.

[Agonzalez666]

Email says rebate is invalid...so  got transferred to the “rebate” center after a 30 minute wait, and the guy can’t find my account associated with the phone number for this rebate. LOL! it’s the phone number Verizon gave me when I opened the account & the only number that they have access to for me. And to make matters even better he won’t let me go find my tracking number because he’s not allowed to be put on hold. But!!!, I can wait all morning to hear that recording about everyone being too busy to answer. Busy doing what?, letting people find proof they even exist lol. Super frustrating I expected better service when I decided to go with a bigger more reputable company. 

[9wood]

Just my 2 cents they can't be put on hold? Really they have no problem putting you on hold sometimes under guise of looking for information for example it's there way or the highway as the saying goes nothing is ever there fault