I purchased a new phone on a new line and ported my number in from T-Mobile on 1/2/24. I was told I could get the switcher rebate. I got the notification immediately and I submitted the request immediately. The promotion I submitted it under at that time was going to expire on 1/3/24.
I decided to look at the status today and seen that there was an issue.
It said “your date of purchase wasn’t within the eligible dates”. And sure enough the purchase date at the top of that page said 1/12/24. Which is definitely not accurate, I have my receipts and the orders on my account that clearly says 1/2/24.
I connected with customer service via chat. The guy kept giving me the run around about how he “tracked” it and everything looks great, I checked how he tracked it and it said “pending validation”. He didn’t even look into my account to see the status I was seeing until I kept pushing the issue. Then he says everything should still be okay and I should get the rebate around 2/7/24. After I told him no the system has an error that needs to be corrected so that I can receive this rebate because if it gets too far out they’ll tell me it’s too late. So he offers to “escalate” the situation. He goes and fills out the form and comes back to tell me that he got the escalation submitted and I’ll have to wait ANOTHER 4-6 weeks to get a response!!!!
This is absolutely ridiculous! Is Verizon the only company that acts like they can’t go into the system and fix things or speed the process up?
T-Mobile customer care reps could override most things and if they couldn’t override it, they would get a manager or the other department to override it and get it fixed, IMMEDIATELY. Not 4-6 weeks later!!!!!!
Is there anyone at all that can get my issue fixed NOW?
Because I know it’s possible, so this is ridiculous.
Tb97, thank you for the details that you have shared and for switching over and choosing Verizon, we appreciate your business. We understand your concern with the promotion redemption process and we are here to assist. With the traditional redemption process, once the redemption is completed online and approved, the gift card is then emailed to customers within 8 weeks of submission. We understand there was an issue with the original redemption and the escalation process that you shared with us that was completed on behalf of your account is the best way to ensure your account receives the eligible offer. Once the escalation process is reviewed and eligibility confirmed, it can take 4-6 weeks to receive the gift card. If you have any additional concerns, please let us know here and we will be glad to help.
-Andi
Like I mentioned about overriding the system, why can this not be done?
I wouldn’t have any idea of why or how that purchase date even got changed on the rebate submission.
We understand your position Tb97 and we are also unsure about how that purchase date would have been changed on the rebate submission. However, the great news is that if there are issues with an initial rebate submission, we complete and submit the escalation process to get this corrected and as you shared this process was completed for your account. The escalation process that was completed is our process for completing any overrides or corrections. Based on the timeframe shared, we would not anticipate that this would add much additional time waiting to receive the offer. With the original redemption process, the waiting period would have been 8 weeks after an approved submission and with the escalation process it is 4-6 weeks after review and approval.
-Andi
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