My Customer Service Experience

[LxsPks]

Hello,

I am reaching out here as I have exhausted other options and I am tired of this run around. I purchased my phone May 10th (as a mothers day gift for myself) and when I was there, there was a promotion for a pay off your phone rebate. The sales rep took all the pictures of my stuff and said I would receive the gift card in 6-8 weeks. I waited 10-12 and never received anything, I got on with customer service for the first time (let me advise that Verizon changes it training for customer service because with all of the calls I have had to make, it is the WORST customer service I have ever experienced) and they told me I needed to email my bill payoff to the email they then provided me. I asked why the sales rep took all of those pictures and never told me I had to do anything, I never got an answer to that question, was just directed to email. I sent the email July 29th. I waited another 10-12 weeks and guess what? Still nothing! I called again last week on Wednesday and was told I needed to email AGAIN and at this point I was very upset and wanted to talk to a manager. I was told one wasn't available at the moment but I would get a call back later in the evening. I never got a call, so I called AGAIN on that Friday, was on the phone for 50 MINUTES, supposedly waiting to be transferred to a manager. By the end, the rep on the phone said the manager was unavailable and that I would get a call by Monday or Tuesday. I also explained that at this point, if Verizon wants to keep a customer something more needs to be done then just the GC that was promised to me 5 months ago, a credit to my account should be applied or something. Well unsurprisingly, it is Wednesday and NO CALL!! It has been FIVE MONTHS of me trying to get the promotion VERIZON promised and I have had to be put through the ringer. I also feel like the phone calls are just a game, they put you on hold for extremely long periods of time hoping you will just hang up.  I will be switching to Xfinity where a lot of people I know have had great experiences with them. I cannot believe this company is as big as it is. This is so not right for a big monster company to do this type of stuff to the customers who make it a big company, pathetic.

[vzw_customer_support]

Hello LxsPks, we are here to help ensure you receive any promotion you are eligible for like this. I'm sending you a Private Message here so we can assist.

-Josh

[SynthpopAddict]

Wow.  From what you're describing, the original employee who took the pictures of your old phone for the promotion didn't put in the paperwork correctly, so you never got signed up for the promo.