NFL Sunday Ticket Promotion

[lepgep]

This is has got to be the worse experience I have ever had since been with Verizon. I cannot believe this is standard. I reached out to chat support on 8/12 and to find out eligibility and was told I would be eligible for the NFL Sunday Ticket promotion “if I changed to unlimited plus". After I asked a few more questions about the differences in the plan I was on and this new plan, I agreed to make the change to take advantage of this promotion being the "NFL Sunday ticket on us". After being told and promised I was all set and would receive an email with steps, I never received any steps. 

So, I reached back out to chat support only to be told all of sudden that I am not eligible. I explained that they can see the history and see I was told and promised the free offer if I upgraded to the unlimited plus plan. 

But all they could tell me was “sorry YOU were misinformed and there is nothing they can do except offer $100 off" 

I am now beyond frustrated and called in to speak with someone, only for them to tell me that I am in fact eligible and should receive the steps soon. They proceeded to tell me that there is an issue with emails going out and to give it a couple days, and if I did not get the email notification to reach back. So, I am happy and I am thinking everything is good to go. 

So here is it is Monday and I reached back out to chat support thinking it's all settled and I am just going to inform that I did not get the email yet. Only to be told once again that I am not eligible and it's why I did not get the email. So, I explained the ENTIRE situation again and all they did was tell me “Sorry, you were misinformed." 

So, I called in again after getting nowhere with chat. But this time the rep told me the same thing claiming that it's a system thing and that I do not qualify. I explained to them the entire situation and they acknowledged seeing the chat of which I was promised the offer and told I was eligible and made the change to my plan. But they still could not do anything. After expressing my frustration with this entire experience, they proceeded to offer again $100 off but it would be a credit on my bill. This is not at all any resolution I expected after going through this mess so far and nowhere near to what I was promised, ESPECIALLY after making the change based off of what was promised in the information given to me by the first representative that made the plan change for me.

So, I asked to speak with a supervisor. The supervisor repeated what was explained to me, but it seemed like no one was understanding my issue here. I was told that I was eligible and made the change based off of that promise, then told I was not eligible after I already made the changes to my plan, then told I was eligible and all of the changes were set and I am good to go. Only to be told again I was not eligible multiple times despite me explaining to every agent my frustration and exhaustion to this entire experience. While speaking to the supervisor the line goes silent. I waited for several minutes and no response. I hung up and called back. I had to explain again the entire situation and get transferred to another supervisor, only for the line to go silent again. Both times I got 0 call backs. I had to call back again.

At the end of the day this has gone on since Saturday and I am beyond exhausted and frustrated at this point. I got on the call with another supervisor and later their manager only for them to tell me that they cannot honor the promotion and that they can only offer to put me back onto the old plan (by the way this old plan I was told was grandfathered and no longer existed) and only offered $160 off of my phone bill. 

But, after hours of being on the phone and the back and forth I had to go through, I am sorry but that is not satisfactory to me. I should not have to go through this over a promotion that I made a change to my plane based off of the information given to me or be put into this situation because of "misinformation" by the agent(s) and then offered a solution less than equivalent to the issue based on everything I had to go through, then told there was nothing else they can do.. This an outrage and I do not understand how this is the way to treat their customers in this situation. I was on the phone for close to 4 hours dealing with this, not to mention the countless hours between Saturday and today. And still no resolution outside of a measly $160. I told them several times that I was not satisfied with this resolution after going through all of this to get here days/hours later and the best I got was $160 credit off my bill? I would've gladly taken the offer it was offered on Saturday after being told I was not eligible, but that's not what happened. Instead, I was told yes, I am all set.... AGAIN. I don't care about my bill, what I care about is being lied to twice by two different agents, making a change off of that lie and then given a "shrug" shoulder treatment.  That resolution is nowhere near equal to what I just went through. As long as I was with ATT, I have never experienced this and I am ready to go back at this point, taking both my personal and business lines with me.

Anyone else out there go through this?????

[vzw_customer_support]

Hail74, we're sorry about this whole situation you've had to deal with. We want to make sure you're able to get every promotion you qualify for. We're going to send you a Private Note so we can gather more details.

~Jesse

[vzw_customer_support]

We're still here and ready to help you out with your NFL Sunday Ticket. You can get a hold of us from 8:00 am to 5:00 pm EST. You can also reach our chat and phone counterparts using this link: https://www.google.com/search?q=verizon+contact+us

~Jesse

[TBCVA]

I have also been stuck in an endless loop. I spent 4.5 hours last week on a chat line with an agent who was friendly but refused to escalate the issue to an agent I could speak to so we could move things along faster. Not surprisingly, I was encouraged to upgrade my plan as a requirement to get Sunday Ticket, and then when that was complete I was unable to get Sunday Ticket. The agent supposedly signed on as me and saw that when I clicked on selecting Sunday Ticket, I was asked to sign on again, and this took me back to the screen that allowed me to sell to Sunday ticket. And around and around we go. She said she was setting up a tech ticket and to keep the chat open, which I did for another 2 hours, but no reply, no email, no follow up of any kind. I have tried multiple times to initiate the purchase for the $100 discount using my phone and on the website only to be stuck in an endless loop. Obviously, there is something seriously wrong with the registration process, and maybe no single agent knows how to fix it, but is there no one monitoring the trends in customer complaints to escalate to management to get this resolved?  FIX THIS, VERIZON!

[vzw_customer_support]

Hello, TBCVA, I'm sorry to hear you're running into an issue with redeeming the NFL Sunday Ticket promotion. We want to help ensure this issue gets corrected once and for all for you. So we can best assist, we will be reaching out via Private Note.

-Lauren

[vzw_customer_support]

We are here ready to assist should you still need help. If you would prefer there are other support channels that we have as well based on what best fits your needs. We look forward to assisting you. You can find the options here: https://www.verizon.com/support/contact-us/#mobile

~Freddy

[Hak2]

Yes! I had the exact same thing happen! Been going round and round since July 28th when I was sold the upgraded plan to receive the free nfl Sunday ticket- your situation is exactly like mine and I still have no resolution. 

[Hak2]

FINALLY GOT MY ACTIVATION EMAIL TONIGHT- I cannot believe after 6 weeks I finally got it - don’t know how it finally came through 

[LizWilliams]

I am having the SAME EXACT ISSUE!!! Upgraded my plan on AUGUST 1!! Still no email. Contacted Verizon this week and was told I was not eligible, after all of that. Reached out again today and was told "your email should arrive from the NFL soon." And was given the Customer Service line for NFL. I'm about to just say forget it. Why am I paying more a month now, and the deal wasn't followed through?!

[2bba-2]

In a similar situation.  Signed up for Fios Residential Internet with NFL Sunday Ticket on Youtube being part of the deal.  I got the link to redeem the offer, followed it, agreed to the terms, it took me to Youtube, and I logged in with a gmail account.  When I click on NFL Sunday Ticket, I see that my Verizon promotion has been applied, but when I click on any content, it wants me to take a free trial.  It will not acknowledge the promotion.  I called the customer support number on NFL Sunday Ticket and spoke to hopefully the stupidest person I will ever speak to and after 25 minutes of that called Verizon (chatted with them earlier and chat rep gave up trying to assist me and told me to call them) and have been on hold for them for 40+ minutes.  It's 5:35 p.m. where I am.  I am sure that I will burn on hold until 6 p.m. until their customer service closes and have to start this misery over again tomorrow.  Truly, just ridiculous and I was optimistic when I first signed up.  The Disney offer that was part of my package worked like a charm.  Total waste of time and unacceptable.

[Byuasu]

I am having the same issue with a couple differences. I have already been a YouTube TV subscribers through Verizon for over a year, I AM FINE PAYING THE FULL PRICE, for the NFL ticket, if I can get the promotion of $100 off, that would be awesome, but I cannot add it to my plan, I was on a call with a rep and YouTube TV rep on a3 way call and nobody had any clue how I can even sign up if I wanted to pay full price. 

i have never had so much trouble trying to add a $400 service with a company, I’ve been a VZW customer for 20 years and this is the absolute worst experience. 

I need someone to contact me and fix this! The season starts tomorrow how do I do this??

[vzw_customer_support]

Byuasu, we're terribly sorry for the issues you're having with the promotion. We would love to help with this situation. I will be sending you a private note to further assist. 

~Ivone

[sundayticket2023]

I have had similar issues but only since yesterday.  I never even wanted or needed a new phone or upgrade in my line.  I only did it to get the promotion for Sunday Ticket.  I was told I would receive an email within 24 hours, and of course that came and went.  After hours on the online chat, I was ultimately told I would get the "Ticket email" in 10 business days.  I am so upset with Verizon at this point.  If I knew this would happen, I would never have bothered!!

[vzw_customer_support]

I know I would be upset if I was expecting something and then told later to have to wait longer, sundayticket2023. That would be about as disappointing as watching the Bears on Sunday. The great news is we are here to help. Please be on the lookout for a private note from us, so we can best assist.

-Joseph

[NYAtty]

I am dealing with the exact same scenario. Was convinced to upgrade my plan as it would qualify me for free NFL Sunday Ticket promotion and was told I would receive an email.  I never received said email and when I called I was told I was misinformed And that I did not qualify. Blatantly lying to customers cannot go unpunished and this sounds like classic class action lawsuit material for which I know just the guy.

[vzw_customer_support]

We're sorry to hear that you're having some trouble with the NFL Sunday Ticket promotion, NYAtty. I know I would be equally upset if I learned later I did not qualify. We'd be happy to take a second look into this. Please be on the lookout for a private note from us so we can better assist.

-Joseph

[13_Years_with_V]

I upgraded my phone line and my phone on Aug 23.
I worked with a customer service agent on Chat. 

• Me: I want to do what I need to do to get free Sunday Ticket. 
• Customer Service Agent: No problem. Upgrade your phone line and your phone and you'll be set.

We worked through the process and concluded with the promise that I had done what I need to do to get the free promotion. It's all recorded in black and white in their chat records. 

After not receiving an email, I tried to resolve it through the nightmarishly slow Chat process, only to jump off the conversation in frustration multiple times. 

I then called in to customer service. After getting suckered by the Sunday Ticket prompt and dumped off to the not very helpful webpage, I called back and spoke to a live agent. Customer Service: "Sir, you have done everything to qualify for the promo. Look for the email on Thursday." Thursday, September 7 came, but no email.  I called customer service again.  Me: "Hey, no email wassup?" Customer Service, "Sorry, sir. We're running behind. You definitely qualify for the promotion. You will receive an email tomorrow. I will personally call you back between 10AM and 11Am to verify that everything is taken care of. Friday afternoon, Sept 8, still no email. I called into customer service. Me: "Still no email." Customer Service, "Actually, sir, you are not qualified because you upgraded to an iPhone 14 and iPhone products were not included." For the first time in my 55 years on Earth, I asked, rather insistently to speak to a manager. Bottom line, the manager reviewed everything and told me I only qualified for the $100 discount.  She reviewed the Chat conversation from when I go the phone. Customer Service Manager: It does not make a difference. You are not qualified. Me: So, after 13 years with Verizon, it comes to this? I hate leave but ok. As you wish.

I cancelled my oldest phone line the next day. All my family lines are going to Xfinity (processing with them this afternoon) and on September 25, after my mandatory 1 month for a new line is done, I'll pay off he phone and move my last line to Xfinity. 

Verizon, your customer service has been going down the crapper for about a year now. I can live with that, but it pains me to leave after 13 years as a satisfied customer. For me, it is purely a matter of principle at this point. 

Extremely Disappointed Customer.

[vzw_customer_support]

We are sorry to read that you had this negative experience, and we would hate to lose your preference after all these years. To better assist you, we will be sending a private note.

~Freddy

[tamtam81]

Same exact thing happened here. HORRIBLE customer service and hours and wasted on the phone with yet still not resolution.  It has been awful and has completely changed my view of Verizon and their customer service. 

[vzw_customer_support]

tamtam81 We're sorry to read about your situation regarding the Sunday Ticket promotion. We're sending a private note. ~Peter

[Jr365]

SAME exact thing happened to me. Totally lied to by the sales people.  Made many calls and wasted a ton of time. Lost all confidence in verizon.  My next calls are shopping around for a new carrier.  

[vzw_customer_support]

We are sad to see you feel this way. We will be more than happy to help you get this promotion up and running. We sent a Private Note to assist you. ~Geo