Loyalty Rewards Not Being Honored

[kathieo327]

I am having a terrible time with Verizon honoring the Loyalty Reward offer from early June. I did receive the loyalty offer text, as I have been with Verizon for years. I had two lines with them and one with Consumer Cellular (for my son). With this offer, I wanted to port my son's line over to my Verizon account as the third line would be free for 3 years. I called Verizon and ported his line on June 13th. The bill came in, and the line was not free. They charged me for the third line. On June 24th, I called and they said they would fix it, and they also said he qualified for a free S24 fe phone, so they mailed that. Now they are charging me for the line and the phone. Both should have been free. I offered to return the phone and just give me the line for free for the three-year period, and they said there was no such offer. I spent over an hour with a customer support manager with no success. I asked for customer retention and was told there was no such area. They would not escalate the issue. At this point, I am so fed up with Verizon and looking for another service. Has anyone else had issues with this offer? Sounds like Verizon is willing to lose three lines now.  Dose anyone have any suggests or should I just throw in the towel and find another carrier. 

[vzw_customer_support · Accepted solution]

kathieo327, I'm sending you a Private Message here so we can help look into this for you.

-Josh

[kathieo327]

Hi Josh, I guess I missed you. I have a meeting for work until 3 PM . I am available after that.

[kathieo327]

Josh that is 3PM ET. 

[kathieo327]

Josh, I appreciate your help. I have spoken to several reps and the just passed me along. But I hope you can help. What do you need from me? 

[kathieo327]

 An anyone help with my issue?

[kathieo327]

Can anyone help me with the issue outlined above in my note? Is there a customer retention area or company escalation area that can look into what I was not helped with the loyalty reward with the third line offer. Thanks!

[vzw_customer_support]

We will gladly look at the options available for you. We have sent you a private note to gather more details. 

~Pam

[kathieo327]

Hi Rosie, I have been waiting to hear from you. We were supposed to have a 3 PM discussion today on the status of my account. I did get a notice that the phone was returned and received. However, the amount of the return is not correct. 

[vzw_customer_support]

Hi there! We would like to take a closer look at this with you. I just sent you a private message to get started.

-Nikki

[kathieo327]

Rosie, I was expecting a credit of $206.25 ($35 upgrade fee, $92.37 for taxes on phone the I paid on6/25/37, and $78.88 for line and monthly phone charge.).  Additionally, the Account still shows that I am being charged for the line in my next estimated bill. 

[kathieo327]

Hi Joe, I think I am in now.  I tried a different browser.

[kathieo327]

Joe, are you there? Are you going to help me with this issue?

[vzw_customer_support]

We are certainly here to help with anything we can. Sending a private message now.

-Anthony

[kathieo327]

OK, are we in the secure area now?

[SynthpopAddict]

@kathieo327  the forums are public.  There are a lot of different people using the Vz CS support account to post and they can't do very much publicly since they need to access your account to figure out what's going on.  I'd try live chat where you type "live agent" while logged into your My Verizon account, since that's likely quicker than sending a private message to CS here and waiting for your PM envelope to light up.  If you do decide to go the PM route, you'd have to stay signed into the forums and then respond to the timed link the CS agent sends you to go to live chat from there.