Promotion issues

[BambiEyes]

In June 2024 Verizon ran multiple promotions. Some promotions said online only. I was on Verizon website and it said online only get iPhone 15 on us. So I clicked on it and then it said new customers only get an iPhone 15 on us no trade-in required have to sign up for one of the unlimited plans. So I proceeded with signing up and added 3 iPhone 15s to my cart. Then I clicked on the iPhone 15 Pro and it said online only new customers get an iPhone 15 Pro on us with an iPhone trade in require. So I added that promotion to my cart as well and was prompted to input my iPhone  IMEI that I would be trading in so Verizon can check to make sure it can be traded in. Verizon said check good added to cart. When I was getting ready to check out/finalize new account. Verizon online promotion popped up and said receive a $200 gift card if check out now. I pushed confirmed and gift card was added to my cart, last step it popped up with receive free 65’ TV or receive free iPhone 15 Pro I pushed on the iPhone 15 Pro. Everything went threw and order said shipping. Fast forward received all the iPhone fast and correctly very happy with that. Immediately after activating the iPhones, I boxed up the  trade in device in the box Verizon said to use and the prepaid label it sent me and took it to UPS to ship, that was easy. Then I Waited about 2 weeks for the gift card, and nothing. I contacted Verizon customer service on the phone had a really nice man can’t remember his name, but explained I’m missing the gift card within an hour I had an email saying confirming gift card eligibility and within 2 days had the gift card in an email. Now again fast forward to my billing. Noting I signed up for and received 2 different promotions on my account- 1 promotion free iPhone 15 no trade in require and 1 promotion free iPhone 15 Pro with trade in require. The 3 lines that are IPhone 15 receiving the correct promotion credit $830 divided monthly making the iPhone 15 free for each line. Then come to the iPhone 15 Pro line and only receiving $23.05. I contact Verizon customer service threw call and chat option. The representative I spoke with said I see on that line it shows 2 trade in devices for one line I said no only trade in one phone and have an email from Verizon saying they received my trade in. The representative said no worries the second trade in will come off automatically and full promotion will stay it will take 1-2 billing cycles no worry we are here to help you. I said okay, I’ll wait 2 billing like you say. My bill in Aug 2024 being my 3rd month had a $23.05 promotion credit and $18 promotion credit on the iPhone 15 Pro line. So I assumed the $18 promotion credit was the difference I had paid already for the iPhone 15 Pro so now it makes the iPhone 15 Pro free. Now my issue is— I received an email from Verizon saying losing promotion on line for the iPhone 15 Pro never received trade-In Device September 2024 bill will be and it had charge back all the promotion credit it gave me and making me pay the full price of the iPhone 15 Pro. I immediately contact Verizon customer service threw chat option, a representative opened a ticket for me to finding the missing trade in device (which I have an email from Verizon saying they received my device.) The representative said it would take 5-7 days to hear back from the team. I waited 12 days no one contacted me. So I contacted Verizon again threw chat option. A representative said no worries I see the ticket and after a long while of waiting while the representative worked on my account. The representative said all fixed promotion back on the account I will see the credit next month, but this month I have to pay the wrong amount and will get the money back. I said okay as long as it is fixed. I confirm with the representative that it the exact same promotions I had, iPhone 15 free on each line  and iPhone 15 Pro free. The representative said you are getting the current promotion yes $830 per line. I said wait the $830 is for the 3 lines iPhone 15s and then there should be a separate promotion for the iPhone 15 Pro for $999 making the phone free. The representative said oh no it’s only $830 per line per iPhone the current promotion. I was on the phone for 7 hours explaining my issue over and over saying I’m not wanting the current promotion I want the promotion I signed up for in June. The representative keeps stating all there is now is $830 promotion which I’m getting and after multiple times asking for a supervisor the representative finally transfer me to a supervisor. I explain the whole story to the supervisor, and explain why would I give Verizon my old iPhone for free, I did the trade in because Verizon was giving me something for it a free iPhone 15 Pro. If I wanted the $830 promotion I would not of trade in my device. I would of took advantage of the new customer promotion of no trade in require and get $830 credit. I asked the supervisor to please look up the promotions Verizon ran in June 2024 for new customers online only promotions and you will if the promotion is real or if I’m lying. Which I’m not (Side Note-  this headache isn’t worth a lie and $5 a month, I’m doing all this because Verizon needs to honor their promotions and promises. This is Verizon mess up for taking my promotion off my account in the first place.) The supervisor says yes going to look up past promotions be back, I say okay long pause later, the chat says please login back in for your security I login back in and then it says getting live representative. I’m like oh no not again. So I ask the representative can they get me the supervisor that was just helping me and gave the name of supervisor, The representative says no worry I can fully help….. 4 hours later no help no solution, just repeated telling me I’m getting the current promotion of $830 on my account it was so late I fall asleep. Next day try it again 5 hours later the representative I’m talking to won’t transfer me to a supervisor and keeps saying there are no other current promotions beside the $830 I’m getting. And I explain the whole issue and story of what happened. I ask the representative then what was the $18 promotion credit in August for can’t or won’t tell me. Then the representative said I looked at July bill for you and Verizon gave the $23.05 credit so your good and then I explain what the last representative told me that it would take 1-2 billing cycle to show the correct amount and that’s why August bill I had 2 promotional credit on the same line to make the iPhone 15 Pro free and again the representative could explain what that was just ignored what I said and said the only current promotion is $830 for and iPhone. So now I’m posting free to try and get help. This isn’t right what Verizon is doing. They promised a promotion I did everything Verizon asked me to do to get the promotion and no fault of mine they took the promotion off my account and now all the representatives only want to give me an October promotion but I’m not signing up in October I signed up in June I want June promotion on my account the 2 promotions I signed up for. Please help me Verizon. Have your representatives or supervisor or manager be able to look up past promotions and apply it to accounts that are suppose to have it. I should get punished for Verizon mistake. Has this happened to anyone else? Does anyone know how to solve this issue? Thank you 

[vzw_customer_support]

@BambiEyes  wrote: In June 2024 Verizon ran multiple promotions. Some promotions said online only. I was on Verizon website and it said online only g et iPhone 15 on us. So I clicked on it and then it said new customers only get an iPhone 15 on us no trade-in required have to sign up for one of the unlimited plans.

We appreciate you reaching out to us here and thank you for all of the details that you have been able to share with us. We will be sending you a Private Message so that we can take a closer look at your account and promotion details.

-Andi

[Indy2013]

Yes I did the same promotion in April 2024 and still fighting thru it. 
I ordered it on the phone with a representative with Verizon. 
I have been given 2 shipping dates, one for October and one for November for the tv, however I haven’t received it yet. 
Working on another phone call to find out what’s going on…..

[vzw_customer_support]

Oh, no! Dealing with account issues can be frustrating, especially when it comes to promotions. Verizon is here to help.

You can always review offer details through our official deals page: https://www.verizon.com/deals/.

We sent you a Private Message. Please review at your earliest convenience.

~Gilbert