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$480 Promotional Chargeback Help

I need some help and guidance. My wife recently got a new phone and somehow changed our plan slightly at the same time. This event apparently triggered a promotional chargeback from a trade of my old phone in July of 2021. No one who was guiding her with these changes made her aware, as her intent was to get our bill lowered some, and certainly was not cause us to pay back a trade value on a device that was sent back 20 months ago. She came home with the news of getting the new phone and the new plan, showed me the two plans side by side on the computer, and showed me what our next month's bills would be as well, none of which reflected this astronomical cost which we never would have taken on had we known. This was back in December of 2022 and I just received the promotional chargeback today, the second to last day of February. I am really hoping someone has some advice. We have been customers for 20+ years, and quite frankly, if we cannot come to a resolution and are forced to pay for this, it will likely mean the end of working with Verizon. It feels really underhanded that the canceling of a promotion would mean the promotion ends retroactively and not just moving forward. Either way, we would like to resolve this matter in a manner that is fair.

Comments

Verizon_Support

Hello, KAYSPAR. Thank you for reaching out to Verizon. Remember, the Verizon team is available 24/7. You can send us a PM on Facebook, Instagram or Twitter to better assist you and find a solution with your trade in.

>Janet

Cbrobst

Same thing is currently happening to me. My parents changed their plan and the store associate changed ALL of our plans resulting in me losing my promotion. They then back tracked, reinstated my old plan- gave a credit- and now there’s a “chargeback” charge that is bigger than the back logged promotional credit. Make it make sense Verizon.

Verizon_Support

We want to make sure that all your concerns are clarified. We will be glad to help. We sent a Private Message to assist you. ~Geo

Truly2015

I’m dealing with the exact same issue. I don’t even understand what a promotion charge back means.

Verizon_Support

We're here to help with your question. When were you charged this fee? Was this for a trade in promotion? ~Peter

Truly2015

I traded in my 12Pro and changed plans. There was never any mention of a close to $450 promotion chargeback that would occur in the second month. I still don’t see my teacher discount either. I renewed it Aug 1. It wasn’t taken off of my last bill and it isn’t reflected on the next bill. There has never been a lapse in that discount even when I renew it annually.

Verizon_Support

Thank you for that information. Was the plan you switched to a lower tiered plan? Did you purchase the device at full retail price? ~Peter

Truly2015

I have gone into a Verizon store. They called customer care. It’s a glitch on Verizon’s end. It was supposedly taken care of. 5 days later the charge is still there. I call customer service. A ticket was not submitted. Acknowledged that it was a glitch on their end. Supervisor was not there to approve the charge reversal. We’ll call you tomorrow. That was yesterday. No call and the charge is still there. Coming close to Comcast “follow through” at this point. Really disappointing that I will have to drive back to the store again.

Verizon_Support

We are sorry to read you've been having this issue with your account. Were you able to get this resolved? If you still need assistance, let us know.

~Freddy

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