Customer Service

[cecilialm]

Disappointed in Verizon not honoring their rebate.  We have had four Verizon lines for years and recently rolled over another line from AT& T under their rebate incentive program.  In addition, we upgraded one of the existing lines and bought a new phone.  Long story short, the process was very complicated and we left the store with no receipts or instructions.  Just you will be notified. Once the old phone was turned in we received credit for it, but never got any information on the other phone or the rebate.  In the mean time we got a bill form AT&T for the old phone which we understood had been taken care of by Verizon.  After hours on the phone with both companies, we were told that Verizon was supposed to take care of the bill.  We called customer service multiple times to find out about the rebate.  They said they had sent an email but we explained that we never received it.  Please send again.  They indicated that the rebate had not been cashed and they would send another one to replace it.  We waited again and never received anything.  Then last week we called and they said the rebate had expired and there was nothing they could do.  The rebate was for $583, a significant amount for a retired old couple.  Then they suggested that we return to the original store where we purchased the phones and see if there was anything they could do to honor the rebate.  My daughter did just that got a "sorry, but we will look into it" and have heard nothing again.  Everybody just passing the buck.

Any suggestions on how to fix this?

[vzw_customer_support]

As a consumer myself, I know how important it is to make sure that you don't miss out on these deals, and I am sorry to read that you've been having issues getting it resolved. To better assist you, we will be sending you a private message.

~Freddy

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the issue of getting the pay off your phone promotion was resolved. If others encounter similar problems with this promotion, some of the common factors can include missing information on original bill from previous carrier such as but not limited too: Bill dates not within 30 days of purchase, installment count on previous device not displayed and number ported in not being clearly displayed on the bill statement.

If you still require assistance or have any questions, please contact us for support -Adrian.