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?????

[lepgep]

This has yet to be resolved. No solution outside of the little bit offered as stated in my initial post. I cannot believe this is how Verizon operates. When something is promised and you make a plan change based off of that promise. It should be kept or at least the resolution equivalent to the unfulfilled promise. $160 compared to a $449 promised promotion is not a fair solution and telling me that it's better than nothing was not the right response. Truly feels like a "take the money and shut up" type of response. This is how Verizon treats their customers?? After being a member for almost 2 years now, I will now be taking both of my personal and business accounts back to ATT. 

[vzw_customer_support]

We are sad to see you are considering leaving us, and we definitely want to make sure that this experience is completely turned around. We contacted you via a Private Note ~Geo

[Risk_Cane]

Pretty much the same thing here.  Verizon could care less.

[vzw_customer_support]

Hi Risk_Cane, we want to make sure you get all the promotions you qualify for. So we can work within your account we will be sending you a Private Note. 

-Melissa

[13_Years_with_V]

"You qualify for" and therein lies the problem. Your once excellent now awful customer service system is filled with misinformed representatives who are literally causing this Sunday ticket problem.  Your response to this customer should say, "the promotions that you were promised."

[Mennsky]

Almost the exact same situation.. only I added a line and new phone .. been arguing for over a week for at least 8 hours of conversation with chat, live representatives, supervisors and managers.. all to still get nothing.. not even offered a credit! I have been with Verizon for over 5 years, I have 6 lines and auto pay! So beyond aggravated!!

[vzw_customer_support]

We definitely want to make sure that you're able to redeem the NFL Sunday Ticket offer for your account, and will be sending a Private Note to better assist.

~Izzy

[RT-Time]

I was told I would receive am email regarding my Sunday Ticket. It's been over a week and nothing. I am beginning to worry I will be in the same boat as the others.  I just want what I was promised. I have been with Verizon way before they were Verizon. Back when they were C&P and Mid-Atlantic. Well over 45 years.  I upgraded my Fios for this offer. If it falls through because a Verizon Employee lied to me or gave me false information I will cancel all Verizon I have and go with a 5g setup from someone reputable.

[13_Years_with_V]

Same boat. Leaving today. I was lied to by multiple people at Verizon on this one.

[vzw_customer_support]

We want you to catch all the great action with the NFL Sunday Ticket.  We are eager to review your account and the NFL promotion,  continuing where you left off a few days ago.  Assistance is just a few clicks away.  Please respond to the Private Note being sent to get started.

-Deb

[Melbastian]

shame on verizon. I also was on phone for hours trying to resolve issue. this how long time customers are getting treated! Sinful Totally agree

[Melbastian]

Major screw up on their part!  Long term customers are getting NOTHING!..make this right Verizon

[Houston44Robert]

I am a new customer, I did to receive the NFL Sunday ticket promotion. As of August 11 I have yet to receive my email for promotion. I’ve spoke to Verizon eight times since then and they keep telling me that they will send out an email and I will be able to click the link which I have yet to receive. I am a new customer joining Verizon on a contract since August 5, 2023. I was a customer of T-Mobile for 16 years, if this is the way that Verizon is going to handle business then I should have stuck with T-Mobile. I will pay the money to get off of the contract and go back to T-Mobile if that’s what it takes . I also requested to just swap my promotion instead of NFL Sunday ticket to the Google Chromebook Samsung. A representative informed me once and then again a different representative informed me twice that I could do that. I have an appointment at the store tomorrow in Texas. I am hopeful that I get this resolved tomorrow Sunday ticket was a big reason that I joined Verizon. It was a great promotion only to be misled, and miss treated as a customer. Consumers have rights to you know, and we reserve the right to take action against false advertisement and careless management. I will be riding a hand written letter to the CEO of Verizon explaining my frustration and grief that it’s caused being a new customer with a bill of $389 a month I paid for my phone upfront cash all at one time. I feel as if I’m being taken advantage of discriminated against and profiled. Let’s hope tomorrow I come home with some kind of promotion, a chrome book, NFL Sunday ticket, I’ll even take a Bluetooth speaker. Just give me something for my time my money and my anger. It’s Cozmo. 

[vzw_customer_support]

We're sorry to hear that you're having problems with your NFL Sunday Ticket redemption. The last thing we want is for you to have any problems and we'll do everything we can to help you. We're going to send you a Private Note so we can better assist.

~Jesse

[Amyrnmd]

Told the same.  No email yet. I haven't started calling anyone yet. And my chat feature does not seem to be working. Seems to be happening to others 

[vzw_customer_support]

Good afternoon Amyrnmd. We are here to help. Please send us a private note if you have any questions. -Joe

[Verizondad123]

while I was chatting with a Verizon rep about a question about my bill I had asked about the recent NFL Sunday ticket promo available to some customers. I asked the rep and they said let me check your account I waited about 5 min and they said yes your account qualifies for the nfl Sunday ticket on us. I said great they said you should receive an email in 2-3 business days. I received an email showing that it was added to my account but I never received an activation email so I spoke to a rep 3 days later and they said that's weird and they checked my account again and said yea you qualify I'll resend the email you should get it in 2-3 days. Never got the email again so I called them again and this time I was told "sorry those 2 employees lied to you" you don't qualify. I asked to speak to a manager I waited on hold for an hour the manager came on and said we can give you $100 bill credit for the confusion . I told the manager I was assured not once but twice that I qualify. She said sorry but you don't. I asked her if she could credit me $100 a month for 4 months to cover most not all but most of the cost she said she would have to get back to me Monday (this was on Friday) well today she told me all we can do is give you $100 off your next bill sorry if you want to go back to TMobile I will generate you a transfer pin. Which is what she did. Nice way to treat new Verizon customers!

[vzw_customer_support]

I’m saddened you’ve been having trouble with the resolution for the NFL Ticket situation Verizondad123. Naturally if we helped with working on a way to help turn things around, we want to make sure that can be completed. We’ve sent a Private Note so that we can assist further.

-John

[vzw_customer_support]

We are still here to provide support. If you prefer, we do have other support channels that you can reach out to for assistance. You can review all of our support options here: https://www.verizonwireless.com/support/ ~Peter

[Hail74]

Going through similar situation. I first tried virtual chat for the $100 off for existing customers promo. Was told it would be resolved in a few days. Two weeks later I tried again and was told sorry for my inconvenience and will be resolved in five days. Person told me I would receive a $100 credit if it wasn’t and could screen shot conversation as proof. Another two weeks go by and still nothing. I call support this time. They won’t give me the credit the previous person offered but said if I upgraded to unlimited I could get nfl Sunday ticket for free. I said ok. Now I’m being told that doesn’t qualify.  Never I have I experienced such blatant disregard for the customer and will be reaching out to the BBB about this. My obvious question however is this, how can they add so much to our plans over the phone but CANNOT add nfl Sunday ticket!?