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So i saw where verizon was offering to pay off your old phone if you qualified for their terms. I reached out to them and the Online sales agent stated that they would pay off both of my lines. so i agreed to switch. i uploaded my bill a she confirmed the amounts. within just a few days i got the new phones, had my lines transferred from ATT and received 1 rebate offer. That’s where it begins. I applied for the rebate for one line and was expecting to receive a second offer for the other line and never did. so i reached out to verizon and they stated it was in the works. i never received anything confirming that so i reached back out and they stated it would be escalated. Again never received anything confirming that. so i decided to reach back out again. this time i was told by an agent that the second line was not applied in the original sale. so i told him what the sales rep told me. He then stated that he was applying it and asks me to resend the bill in that i originally sent in. so i did. now im being told it has to be escalated. So now ATT is wanting their money an yet i cant even get an answer on my second rebate from verizon. they have been escalating for almost 2 weeks now. but no one can give me any answers. i have already sent both phone back to verizon and submitted 1 of 2 rebates that i was promised. as of now i’m completely dissatisfied with this whole process. makes me wish i would have stayed with ATT. this has been nothing but a complete headache.
We are sorry to hear about your experience and are always happy to help with anything we can. It sounds like you have taken the correct steps at this point and we are confident our customer service team will get everything taken care of for you ,but apologize for any confusion and delay in that process. The payoff your device rebates can take up to 8 weeks to receive and are meant as a reimbursement for your device payoffs rather than to pay the device off itself, as the payoff is likely due before that 8 week period is up. We apologize again for the inconvenience and confusion thru this process. Having the matter escalated as you have would be the proper way forward. Please if we are able to assist further let us know, we are always happy to help.
-Anthony
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