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.

[Fverizon725]

Omg I could have said what you're saying.  I've been fighting for 6 months to get 2 of my rebates for $450 a piece.  I too had ATT before switching and paid off 2 phones there too.  Did you follow up with the BBB?  This had been making me literally sick.