Ongoing Issues with Trade-In and NFL Sunday Ticket Promotion – 13+ Hours of Support with No Resolution

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I’ve been a loyal Verizon customer for over 8 years, paying more than $200/month, but the recent issues I’ve faced have pushed me to my breaking point. After 13+ hours of phone calls and chat sessions, I’m still without a resolution to what should have been a straightforward phone upgrade and NFL Sunday Ticket promotion.

The Timeline of Issues:

• Original Upgrade (Line A):
• I upgraded from a Galaxy Flip5 to a Fold2 on Line A, which included a trade-in and the NFL Sunday Ticket promotion.
• The Fold2 was delivered, but it was too large for practical use, so I returned it to an official Verizon store.

• Return Complications:
• I was informed that even though I returned the Fold2 in-store, the return wouldn’t be processed until the phone was received at a Verizon warehouse – causing delays in upgrading the line further.

• Multiple Orders for Flip6:
• I attempted to order the Flip6 as a replacement with a trade-in of the Flip5. The order was canceled and reordered multiple times by Verizon agents due to issues with the Fold2 return.
• Because Line A was tied up with the return, the agent used Line B for the upgrade and stated it could be switched later.

• Plan and Trade-In Errors:
• The wrong plan was applied during the Flip6 order, and no trade-in was set up. I haven’t received any information about the trade-in, and it’s not visible on my account.
• I was repeatedly told I’d receive an email to activate my NFL Sunday Ticket – but that email never came.

• Recent Support (Sept 19, 2024):
• After over 13 hours of interactions, a support agent finally said that I should log into YouTubeTV using Line A to access the NFL Sunday Ticket.
• This solution didn’t work. The YouTubeTV account is under a family plan, and the NFL Sunday Ticket wasn’t visible. I was never informed about this process during all previous support interactions.

• Frustrating Online Research:

  To make things worse, after doing my own research to try and figure this out, I’ve found tons of users reporting similar issues with last year's NFL Sunday Ticket promotion through Verizon. Many frustrated customers have experienced delays, miscommunication, and unresolved problems.

  My Ask:

  I am beyond frustrated at this point. After hours of calls and chats, I’m left without the promotion, no trade-in information, and the wrong plan applied. 

  Verizon:

  I need an immediate fix for:

  • The NFL Sunday Ticket promotion.
  • The correct plan applied to the right line.
  • A clear update on my trade-in process.
  • Compensation or credit for the 13+ hours I’ve wasted on this issue.

  If this isn’t resolved by Sunday, I’ll be switching providers. 

#VerizonSupport

•#NFLSundayTicket

•#CustomerServiceFail

•#VerizonIssues

•#TradeInProblems

•#VerizonHelp

•#NFLTicketProblems

•#VerizonPromotion

•#TechSupportTroubles

•#FrustratedCustomer

•#CustomerExperience

•#VerizonComplaint

•#AccountIssues

•#ServiceDelay

[Kitchya]

I also posted in these forums with complaints on this informing others that I’ve reported them, and providing the link to the FTC for others to report them and they removed my post. Claiming that it went against their terms and conditions. Big corporations like Verizon need to be eliminated if they continue to take advantage of their customers like this.