existing customer free phone (Moto Z Play) not being honored?

DAWGFR81, it's our goal to make sure that you always have a positive experience with us on our network. I'm sorry to hear that this didn't recently happen for you when upgrading to a new phone. We want to make sure that you subscribe to the best plan available and take advantage of any great promotions at that time. When taking advantage of a free device offer, you are required to trade in a device that is in good working condition. You mentioned that you lost your previous phone. As a result, I apologize. You would not qualify for that promotion.

There is a one time upgrade fee of $30.00 when upgrading to a new phone. You have access to Verizon Cloud, online website support, and in store wireless workshops. This is everything that you need to ensure that you have the best experience possible on your phone. This fee helps us cover the cost of providing these services to you. Additionally, you have 30 days to add insurance to your device: http://vz.to/1xPDUon

Lastly, I apologize for any misinformation or confusion. We don't have the ability to change your plan when you're on One Bill. As a result, you would have to contact our One Bill customer service team directly when requesting to move to a new Verizon Plan. At the time of purchase, you are provided with a detailed subscription of your plan, the contractual agreement for your device upgrade and tablet purchase. Did you review those documents? As a reflection of our commitment to you, we also e-mail and mail you a letter confirmation, as well. I hope that this information addresses your concerns. We'd like to uplift this feedback to those store locations. Which store did you visit? http://vz.to/1BnlKZ1

LasinaH_VZW

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

All comments

jds41979, we can understand wanting to take advantage of such a special offer. We are here to provide support. Can you tell us if you already have the phone or are you looking to upgrade today?

RalphT_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

jds41979

Yes, I have the phone. It was purchased online. I logged on and added to my cart when it offered $0/mo. The purchase also stated No Trade-In required. It also didn't state: for new lines/activation or Excludes Upgrades.

Most of the deals during that time that had the "free" phone was requiring a trade in and a new line of service either by porting in a number or adding a new line to the existing account.

It was also bill credits that zeroed out the phone cost and started 2 to 3 billing cycles after the purchase.

Username123451

I joined Verizon and chose that phone because of the deal. I signed a contract stating it would be free for joining. I even ported my old phone number over and I'm getting the wrong promo. Instead of the $17 credit that I agreed to, I'm getting $7 off.

Momma23dogs

Rule one of any promotion these days is save the proof. its your only recourse when credits are not made and the carrier has forgotten the terms. (As Ann154 can attest to).

Rule 2 is read all the fine print, so you know you are actually eligible

Rule 3 is get it in writing from manager at company store, or better yet, ask to see written documentation from the carrier.

Cover your rear folks!

Username123451

Clearly I can no longer assume that signing a payment agreement showing

that the phone is free no longer works. However I have two separate

screenshots showing that this was a deal they had during the time that I

bought the phone.

aprildew

I am having the same issue. Black Friday 2016 promotion was a free phone, no trade in or other requirements or need to be a new customer was mentioned. I did this in a Verizon Wireless store which was out of stock so the phone was ordered for me. I was told the credits would start in 2-3 billing cycles. In February, called customer service to ask about the credits who told me that it would begin on the next cycle. Well guess what it's the next cycle and no credits. Now they are saying it was for new customers only! Still trying to sort this out. It better be resolved.

jds41979

April- Being an existing customer I was very cautious when I made the purchase and made sure the text did not say anything involving a new line or new line activation. I sadly didn't grab screen shots after I logged in and chose upgrade and it still showed $0.

Ensuring you get any promotions for which you qualify is a must, jds41979. Let’s take a closer look into this and see what happened. Please response to the private message I have sent you so we can get started.

JosephE_VZW

If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

katrinan_vzw

SHOBAR95, I appreciate you choosing Verizon as your new carrier in December. I want to ensure you are getting the correct promotion applied to your account. I am sending you a private message, so we can get this fixed.

katrina_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

aprildew, we definitely want you to receive the correct promotional discounts. We're sorry to see that you've been dealing with this for quite some time. Let's see how we can help. Which device did you purchase? When was the exact date?

SheritaH_VZW

aerostats

I have a very similar situation. I purchased a MOTO Z Play in December/January with a promotion that promised a $17 per month credit to my account for the cost of the phone until it was paid for in two years. After two months of not receiving the credit, I called customer support. They said the credit and past payment check would be sent to me at the end of month three. I called customer support at the end of month three and they could not find record of the promotion. Right now I am stuck with the remainder of a two year commitment of $17 for the phone. I don't really know what else to do. It seems like there were many of us that were taken advantage of and Verizon should not have offered a promotion that is not being honored.

Username123451

It is a real promotion. Finally got an answer through chat. It was called

the Free Entry Level Smartphone promotion that started on 12/1. As long as

it existed when you signed up, they can't say you don't qualify for it.

aerostats

I also went on chat. Unfortunately there no resolution. I felt like I was having to prove to Verizon that I was telling the truth. Verizon should have record of the promotion and I certainly am not making it up. Unless you take screen shots of the transaction, you have no record. I took a screen shot of the offer but there was no date on the print out. Even if you have record, who are you going to take it to? It is Verizon's responsibility to meet there offer and obligations.

WILFAB62

Having the same problem, although via phone contact with the promotions dept. on 3/17/17 with Ebony, after a considerable amount of time back and forth and holding couple time for 5 or more minutes each, She agreed with me about the promotion and it would be added to my account (note: there is nothing in my documents yet) which was in Dec. for existing customers (in my case) an online offer only $17.00 pay with $17.00 credit no trade required. Billing cycle is up in a few day's, will see what happens. Also from Dec. I have the copy of the chat I did to confirm this deal and pricing with Verizon looking at my account which confirmed this deal and that's considered an electronic contract.

yarelim_vzw

aerostats , we definitely would not want you to feel like all hope is lost in regards to the promotion offered. When your phone was initially purchased, did you visit our Device Trade-In page to start Electronic Device Recycling – Verizon Wireless ?

Keep us posted

yarelim_vzw

AMALTHIA80

I have had a similar issue. I got the moto z play and was told by two different reps that I would get the promo, now at month 3 I'm still not seeing a credit and they cant find the promo and say that it was only for new customers. I like most of us stuck in situations like this trusted that everything was correct didn't screen shot the checkout and am now being told that I can not get the promotion. Makes me sick since I have been with Verizon for nearly 10 years.

MCHANDL1

I have same issue, Store purchase, existing customer, bought thru Branson Mo. store at 1394a State Highway 248, Branson Mo. 65616-8200. Order # [removed] on Dec. 4th 2016. Discussed with both salesman, and store manager, and they now will not honor and fix the issue to the original intent of $17.00 monthly credited to the bill for the equipment charge. Very frustrated with not being able to resolve issue at the store level. To many others on here with same concern to let this drop and now have to pay the charge that was supposed to come of the bill. What are the next steps required to solve this issue?

Personal information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator.

aharvey523

I saw that offer in December and January. I was strongly considering it against the Moto Z Droid Force, that's how I remember the deal: Free for the Droid play, with most of what I wanted, or the $15.00 deals in the Droid Force, which was what I wanted... Plus, I was trying to talk my son out of wanting the iPhone 7 deal in favor of the FREE Droid Play...Free worked BEST, obviously, but also, it seemed to fit his needs better! So yes, the Droid Play listed for Free, for at least a couple months that we saw!

I have the same problem. I attempted to take advantage of the promotion for the free Moto Z Play Droid from Verizon Wireless back in December 2016. However, it turns out that Verizon Wireless is the one taking advantage of me.

In December 2016 I ordered a Moto Z Play Droid online from the Verizon Wireless website and picked up the phone a couple days later at a local Verizon Wireless store. The promotion said I would be charged $17 a month for the phone payment but at the same time there would be a $17 credit applied to the bill. Essentially making the phone free. However, it has been 3 months now and I am still being charged $17 a month for the phone without a credit being applied.

I called Verizon Wireless support back in January 2017 to confirm the promotion I selected was valid. I was told by a rep, and she even sent me a text message stating the same, that my bill would begin getting credited starting on the March 2017 bill. This did not happen and on 4-7-17 I called Verizon Wireless customer service and then Verizon Wireless internet sales department trying to resolve the issue. Essentially, I was told by Verizon Wireless reps that the promotion for the free Moto Z Play Droid never existed and that I would need to continue making the $17 a month payment for the phone.

Needless to say I was furious and frustrated with the way Verizon Wireless is handling this situation. They made it seem like I do not know how to navigate the internet and complete a simple phone order. They claim that there were only 2 promotions going on at the time, one for a free Moto Z Play Droid with a trade in if you are coming from another carrier and another promotion where you buy a Moto Z Play Droid at regular price and you get the other free. I am not an idiot and I know what promotion I selected.

It is frustrating because I am only one person and Verizon Wireless is such a big entity that they can easily claim I am making all of this up. They even refused to provide me the name or ID number of the female rep I spoke with back in January 2017 to confirm the information she gave me was correct. They basically told me there is no way to get a hold of her because she works at a different call center. Really?? Where is the accountability? What hurts the most out of all this is that I have been a loyal Verizon Wireless customer for many years and for them to treat me like this is unfair. Please help.

yarelim_vzw

MCHANDL1 , I am all about taking advantage of promotions and would like a chance to take a closer look at your account to review what happened. Please check your inbox for my Direct Message to better assist with account specific information.

yarelim_vzw

sarakersey

I guess misery loves company. Not sure if it's a good thing or a bad thing to know that I'm not the only one being shafted on this deal!

We would never do you wrong sarakersey. We know how important it is to get the promotion you were promised. What day did you order your phone and have it activated? Did you start new service with us or upgrade?

aprildew

The promotional price was honored. thank you.

chelle1115

i got the same promotion for the same phone it was free phone, no trade, or anything else. It was to be for $17 a month for the first 2-3 months then back credit for them. I have talked to 4 different people at verizon and cant get any kind of answer.

chelle1115

what did you do to finally get the credit i just talked to someone from verizon earlier today and they told me is was not the right phone.

chelle1115

i need some answers to my promotion

What did you do in order to get the promotion honored? It seems a big scam from Verizon....

Chelle1115, we know taking advantage of promotions like this is always great. Let’s ensure you get it going right away. When did you purchase the Moto Z Play? Did you port your number from another carrier, upgrade or add a new line?

StevenM_VZW

Hi, I added 2 more lines to my account. That was on January 3rd, 2017.

On May 6, 2017 9:34 PM, "vzw_customer_support" <forums@verizonwireless.com>

LISAGRAM

I have had the same issue and have been dealing with it for months only to get the run around. We purchased 2 free droid play in Dec. and they say the sale never existed. We have talked to numerous reps and a supervisor who said he would give us the credit and actually sent a text confirming it but they still will not honor the credit. We have been a Verizon customer for 25 years and have always paid our bills on time. This is so upsetting. We will not stop calling until we are given the credit we are due. This is why Verizon has lost so many customers. Has anyone filed a class action suit on this?

Lisa

We'd like a chance to review this issue with you further. Do you have any further details on this promotion or the date you upgraded so we can confirm the eligibility of the free device?

Yes the new lines were added on January 3rd 2017. I saw it on Verizon's

website that will get the full credit for the phones... Obviously it was a

mistake from Verizon because so many people are complaining about it.... I

have talked, chatted, went to verizon corporate store and all for

nothing.... it seems that verizon has removed the promotion from its

database so employees won't be able to find the promotion.... very sad for

big company like this. This is just the beginning of the end for verizon,

t-mobile is taking so many customers from it.

On Thu, May 18, 2017 at 12:23 AM, vzw_customer_support <

Any way you can share the screenshots?

What do you mean? I usually don't take screenshots while browsing the

internet....

On Thu, May 18, 2017 at 2:57 PM, JORROD48 <forums@verizonwireless.com>

Are you going to find a solution for my problem? It seems you completely slipped over my post and went on to reply to the next person. Am I not worth Verizon Wireless' time??

The last comment is meant for Verizon Wireless customer support.

aprildew

Yes I got my free Moto z play on black Friday weekend. No trade, no new line, not a new customer. I got it in the store, not online. I had to call and fight to get the credit applied since they couldn't find the promotion either. This was after I called on the 2nd billing cycle and got confirmation the credit would start the next month. I hope you get it resolved soon

SUZAPPLE

My husband has talked to 6-8 different agents over about 4-5 hours trying to get the Black Friday offer we were promised. They said they would pull the recording of the call where they confirmed everything (from Black Friday) and call me back. Turns out they lied to get him off the phone. Two separate times the agents (Danish and a lady who gave me a fake name) finally "found" the correct promotion and promised it would be resolved on the next bill. Of course they said that to get him off the phone. The credit never comes and the next months agent has no notes of the promise. 2 managers promised to call back in 2-3 days and didn't. After getting worn down, they finally said to go away (final offer) and gave us $200 off the total of the two phones we are making payments on. I am a very long time customer...and they don't care. We are looking into small claims court or filing with a government agency. I am not a complainer, but we can't allow ourselves to have hundreds and hundreds of dollars taken from us. We are so frustrated, we will get resolution even if it costs more than the benefit in time and legal costs. Right is right and we will stand up for ourselves...and the little guy. :smileysad:

As a consumer, I expect promises to be kept. I would feel just as frustrated in your shoes. Our goal is to get this resolved for you. We appreciate your long term loyalty and we want to make this right. So that we can take a closer look and move toward resolution, I have sent you a Private Message.

RosanneM_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

PAISIR59

I am having this same issue, as well. I purchased 2 Droid Z Plays on January 1, 2017 and was told they would be free because of the promotion (I also purchased 2 Samsung Edges that day). The representative said it would take a few billing cycles for the credits to begin. The next day, I returned the 2 Samsungs for 2 new Droid Z Plays and was told the promotion was no longer in effect. I knew the credits on the phones would take a few billing cycles to begin, so I wasn't worried right away. However, in March, when I still wasn't see the credit, I called. They assured me the credits would appear on the next bill. However, in April they still weren't applied and no one could find the promotion right away. I stayed on the phone for an hour and finally someone "found" the promotion and said it would be applied on the next bill. May's bill came and nothing. Again, on the phone with a Verizon manager who assured me she'd personally call me back with an answer, but never did. Now this month there's 6 credits of $7 off of one phone...that may have been the credit from January, but why on only one phone? From everything I've read here, I'm feeling scammed and am tempted to make a report with the BBB if I don't get the answers and credits that I deserve TODAY.

PAISIR59,

Thanks for stopping by on the community member forum. We're sorry to hear that you're experiencing an issue with your purchase. We're glad to hear that your concern has been addressed for one line, but we're happy to see what's going on with the others. You mentioned that when you went back in to exchange phones the store agents told you that the promotion was no longer in effect. To clarify, were they talking about the promotion that you already had for your first Moto Z Play, or were they saying that the promotional period had ended and was no longer available?

TONBOR87

I am also being SCAMMED by Verizon on this "free" offer. I ordered the phone over the phone Dec 9th after I was assured by Verizon it was a FREE OFFER! I was to be billed $17 the first two months and then credited the third month and the phone was to be free. I have called every month about this since March and each time i am assured it will be taken care of. Each month it's still on my bill. Last week I again called and once again I am assured it will be resolved, I told them I certainly hope so because if it's on there next month I will not call I am just cancelling. I have been with Verizon 12 years and this is [Removed] to be treated this way!! Guess what?!? I get a new bill on email today and the $7 credit I was getting is now gone and they are charging me $17 a month! I am SO FED UP NOW I COULD SPIT NAILS!! Straight talk is looking better and better, and they wonder why they lose customers!! SERIOUSLY??! I would have never gotten the phone had it not been free because I didn't need one I was just taking advantage of the offer so I could give my daughter my old one...then this!!! [Removed]

inappropriate content removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator

TONBOR87

Well u edit my comments but nothing as to fixing the problem?!?! Pretty obvious by all these other complaints that all of us were misled. Find it hard to believe all of us MISUNDERSTOOD this offer !

Did you read the comment added by the Moderator? It was edited to comply with the Terms of Service for the community which you agreed to when you registered here. A moderator action is completely independent of the questions or issues you posted about.

TONBOR87

i saw that but didn't realize it's not someone who can FIX this problem. I am just SO FRUSTRATED about this whole situatioN, as I see many have fallen into this TRAP.

TONBOR87, I don't want to see you leave us. I definitely want you to get the promotion that you were promised and I'd like to look into this. I will be sending you a private message so we can get started.

ZangY_VZW

Same problem here, was told I would get a 17 dollar credit never got it. called 4 times talked to Jami Mike Lisa. And I don't know who else. "Fake names" each one said the problem was taking care of. Same result tell you what you want to here to get you off the phone. I have a screen shot of the offer and they did not want me to send it in. All if them told me they would personally msg me when they had a answer . But no msg. Looking for a new carrier with better customer service.

duranie70

I am having the same exact problem. I bought this phone on Black Friday, it was supposed to be FREE. I keep getting charged $17 a month no matter how many phone calls or chats I do. I am so upset. I never knew I needed proof of a sale I was taking part of. They keep telling me I am wrong, I needed to have switched carriers, they won't look at chats from that day that I purchased it, etc. I purposely went to look for a phone on Black Friday knowing they have amazing deals.

We would never want you to miss out on a promotion. We do see a Black Friday promotion that reduces the Droid z Force form $30.00 per month to $15.00 per month. Did you trade in a Device?

AlbertoR_VZW

Follow us on Twitter @VZWSupportIf my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

https://www.ispot.tv/ad/AaYw/verizon-quadruplets-motoz-play-droid

Here is a add for the free motoz play I trade in required

On Aug 8, 2017 9:59 AM, "vzw_customer_support" <forums@verizonwireless.com>

Now where are my bill credits! And every one else's for that matter

aripia52, we do value your time and patience. We would never want anyone to miss out on a promotion. I have sent a Private Message please reply with the requested information.

AlbertoR_VZW

NBTGUNNISON

I am somewhat relieved to see that I am not the only one to have fallen for this promotional scam. We have been with Verizon for many, many years, but frankly the lack of customer service and refusal to honor a publicly advertised promotion has me thinking it is time to change to a company with more integrity.

My phone died of old age back in December. I went into our local Verizon store and chose a cheap, basic smartphone. Shortly afterwards, I saw a promotional banner on the Verizon Website featuring the Moto Z Play for $17/month, with a $17/month credit. No trade-in required. No new line of service required. I printed a screenshot of the ad and brought it into our local Verizon store to validate the fine print. The sales person read the ad thoroughly, went to the website and saw it for herself, and confirmed that there was no "catch." It was within 14 days of the purchase of the basic phone I had purchased, so it was eligible for a complete return. We did the return, and signed my 2 year contract for the Moto Z Play and she told me that I would see the $17/month credit begin within 2-3 billing cycles, and would be retroactive to the beginning of this contract.

Four or five months later, I stopped in to ask them when the credits would begin. The same salesperson conferred with a visiting manager (I assume). They looked at the purchase date of the phone, and my billing cycle dates, and assured me that I should see the credit appear on my next bill. If for some reason it did not, then come back in and they would help.

Two months later, I stopped in again. The salesperson who had helped me all along is no longer working there, and the new salesperson called customer service on my behalf and was told that deal was only for new lines of service. Of course, when I went back home to find proof that was a lie, I can not locate the printed screenshot of the website promotion, and the only mention of the $17 credit on my contract is handwritten by the original salesperson.

I do hope that there is strength in numbers and that they will rectify this problem if enough of us victims speak out loudly enough.

And no response?

This is a peer to peer public community forum and not a direct link to Customer Service. You should be patient for a reply to your questions.

DOUEMM15

Put me in the same line.

Bought a moto Z play for my wife on black Friday. Decided to buy
one from myself and my son a week later, but the no trade/no new line required
deal was gone. Tried to talk chat helper into same deal, but would not
budge. Thought about the other phones for free, but had experience with
the PLAY. I was very happy to see the no trade/no new line deal come back
another week later and bought two more phones.

One month in no credits, that is when I called and found out...those start
at month 3 with a 3 month credit.

Checked in month 4 no credit, called in month 5 when all phones should have
been getting credits. Was told it was taken care of again... but it was
not. With the purchases and the credits my bill was all over the place,
and the estimates were not matching the actuals. So I confirmed with the
agent that my monthly bill would settle out at just under $200. Month 7
shows big credit and I thought I was set.

Now month 8 and my bill goes way back up, find out two phones are still not
receiving credit.

Now I am told that the only deals that existed the week I
bought those two other phones required trade in / new line
activation. I know that was not the deal offered/required. I did not
have a trade in and did not want a new line activation. I avoided those
kinds of deals.

I bought two other phones with out a problem.

I think VERIZON has to question their records since they have already proved
that the "automatic" credits do not start when they are supposed to
(as with my wife's phone). They messed up, so I think the right
thing to do would be to trust my memory/knowledge rather than their already
proven faulty system.

***not just me I see, nice to be part of a group that knows the truth.

I am trying to dig up any documents that I can...all done online and the
phone so there may not be anything.

Agent promised to call me back on Thursday, giving me a chance to find
them...but from reading some of these posts that is an iffy proposition.

My guess is I'll lose. I hope I can still get the consolation of
25% off.

I posted a video that shows the add for around Christmas. That's when I

bought mine.

I spent 90 minutes on the phone with customer service last night on a very similar issue. Was sold the free Moto Z promotion for 3 phones (1 smartphone upgrade + 2 basic phone upgrades) on Dec 1. After the first 3 billing cycles, no credit for the first 3 months and no removal of monthly phone charge ($17/mo). I kept checking and finally in July I got a $51 credit and a promise that all would be made right. Then August bill came and still no fix. Then last night after 90 minutes on the phone, I'm told that I never qualified for the promotion in December and there's nothing to be done. Very, very, very frustrating.

DOUEMM15

Obviously there was something wrong with Verizon's web site. There were pulling a switcheroo that weekend...the promo was supposed to be only for the weekend, Start DEC 2 and End DEC 5.

But I know that nothing on-line indicated that trade-in was required or upgrades were not eligible. When I made my purchase (logged on the 6th).

I have three documents in my account for the two phones I purchased. one shows TOTAL cost as blank, then two more copies of the same agreement show Total cost $480. Verizon says that is normal, but my wife's phone bought the weekend before only has one copy of the agreement and the total cost is blank.

Again that indicates to me that they were having problems on their side...hopefully innocent, but possibly on purpose to let me think I would get the credit...which I would not find out until sometime in the future when my options for correction would be limited.

When I checked out during my purchase it indicated that the phone was free after the 17/mo credit.

Now I am being told it would say that because there was the possibility I was going to add a line within 3 days, even though everything I entered indicated it would be for my current line.

Verizon will not (probably can't-it would cost too much) accept that there must have been something wrong with the web site and the promo was showing up when it shouldn't have (computers don't make mistakes right). But then why are so many people having problems with the credits being automatic? You have to call to get them started, and then TRAERK55 says they claim they made another mistake when they started those credits?

They offer 25%...that is not enough. If Verizon wants to keep what it has gotten from me so far, keep it. I don't need it back. But I don't want to keep paying for their mistakes. Start my credits now and run them out until the phone is paid for. Even if you do that for me don't expect me to talk up Verizon.

You want to hear good things from me honor the promotion I accepted under the information I was provided on-line during the transaction.

-doug

DOUEMM15,

Oh my! Making sure you receive the credits for a promotion you were eligible for is important. I’m very sorry to read that there have been issues with you obtaining the device credits. This is never the experience we want for anyone to go through. I’m sending you a Private Message so that I can gather much-needed information to assist you. Please respond back to me in the Private Message to continue. Thank you!

AliciaS_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

jmlpa

I still have not recieved any private messages, I am still very upset, and I still have not received my credits or bill adjustments. i have been a customer of Verizon /ma bell for over 40 years, this is due to end .

jmlpa

My email is [removed] if you want to fix this issue.

Personal Information removed as required by the Verizon Wireless Terms of Service

Message edited by Verizon Moderator.

They read from a script . But very seldom live up to what they say.

Anyone from Verizon want to respond to this?

NBTGUNNISON

Isn't it interesting that Verizon thinks there is some kind of Nationwide conspiracy between all these people who don't know each other and happened to get the same phone within a month's time....somehow we all decided to come up with the same story of responding to a promotion for a $17/ month credit...all being told it would start in 2-3 months...all now being told we misunderstood the promotion...? Isn't it much more feasible to believe that they made an error and now need to honor it before someone starts a class action lawsuit to get our money back?

Yep. They say they are honoring mine. Have not seen it yet. Will give them

another bill cycle.

DOUEMM15

ARIPIA52 They actually said they would honor your credit?

On the phone they were offering 25% off....I think I saw in this forum that they were giving 25%...but then "Alicia" who asked to go private with me just pushed a $50 credit to my account and appears to be done with me.

They had something hosed up and then they are fixing it with different patches here and there. How about treating everyone the same here!

Yes they did

We want to be on the same page with you, TRAERK55 and we appreciate all of the details you have provided us. We’re happy to take a closer look at the account and investigate the promotion for you.

I was able to send you a private message to gather additional information. We look forward to working with you.

SteveR_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

On December 1, 2016 I contacted verizon by phone to inquire about upgrading our three family phones. At that time, we had one smartphone with 300mb data plan and two basic phones.

I wanted to upgrade to 3 smartphones with a larger, shared data plan.

I talked and worked with Jennifer Bigord in the Inside Business unit. She was helpful and took the time to understand my needs. She suggested that I take advantage of a promotion for free Moto Z play phones with the 4 GB data plan. What I remember is that she put me on hold while she confirmed that I would qualify for the promotion. When she confirmed that I did qualify I then made sure to understand from her that I would be billed for the first 3 months for the monthly phone charges of $17/mo for each of the three phone, but after the 3rd billing cycle, I would receive a credit for those three months (3 x $17 x 3 = $153), and the monthly phone charges would no longer appear on my bill. Also, that my monthly bill after that point would be nearly identical in charges as before the upgrade.

Of course, this sounded great, and I agreed to take Verizon up on this offer.

After the 3rd billing cycle, I noticed that I never saw the credit nor did I see the monthly phone charges come off my bill. I decided to give it another couple of billing cycles. Finally in late June/early July I called to inquire and try to get this fixed. I was given an immediate $51 credit and told that a larger credit to make up for all previous monthly phones charges would be coming my way shortly, and that any future phone charges would not appear on my bill (as per the promotion).

Then, when my next bill arrived, I see that the monthly phone charges are still on the bill, and I have not received any credits. I called customer service and was passed off twice to agents before I finally was told that I never qualified for the original promotion. This took place over a 90+ minute call. I was offered another one-time $51 credit, and I took it for now, but am really not pleased with this situation.

I have been a long time (more than 10 years) loyal customer of Verizon, but this situation is not acceptable.

EXACTLY the same thing happening to me!!

We want to ensure that the right promotions are being applied to your account, JAMPEL77. Has the situation been resolved for you? If not, I have sent a private message in order to further investigate your account. I look forward to your reply.

LaurenC_VZW

Has anybody received a response from Verizon resulting in a resolution?

Verizon why are you fixing it for some customers but not all...this doesn't seem fair!

I have received 3 "private messages" requesting more info and promising to "look into this".

But nothing since then!

This thread has more than 4800 views and 121 posted messages. Clearly there is a larger problem here!

My first response was simply that I was not eligible and that I would have

to add 2 new lines to get the promotion for my phones! I sent back a

response... not happy...and am now waiting a response from them for other

options...since the only option given to me was to SPEND more money monthly

to get the credit! So frustrating! Best luck to you!

Your satisfaction is important to us and I apologize for the experience that you have had. I have sent you a private message and I am confident we can work towards a solution once and for all.

YaleK_VZW

Yet another request I responded to, and no response back!

Hello? Anyone there to respond?

On Wed, Aug 23, 2017 at 6:10 PM, vzw_customer_support <

I sure hope that Verizon has lost more than 1 customer over this issue. I am disappointed in the customer service the deceptive advertising and lack of caring. The time and money paid to their employees for wasting time on NOT helping customers could have easily been spent to refund me...they would have saved money and had a happy customer. Instead they chose to waste time and money and lose a customer.

Meddington76

Is anyone considering a class action lawsuit for this issue? I too have not received any credits whatsoever this year. It seems as though there are enough VZW customers that have been lied to to have a case.

You might want to refresh your knowledge of the Customer Agreement linked at the bottom of every Verizon Wireless web page. Customer Agreement | Verizon Wireless

NBTGUNNISON

I agree with a class action lawsuit. This was a large scale scam by a mega

company, which continues to scam money from the victims monthly.

dinahw

I was scammed with the offer of a free phone also. Our mobile site showed a free phone upgrade for three different phones and we chose the Moto Z Play. I asked the associate who took my call if she was sure the phone was free and she assured me the only fee would be the taxes. I paid them up front. She told me there would be a charge for a couple of billing cycles, then I would see the fees credited. I am still being charged and have talked to four different associates. Make copies of the offer and get everything in writing. Verizon has become so large that they are taking advantage of their customers. Everyone I know pays around $200 a month for service.

dinahw,

Receiving promotions is important. Help is here. I've sent you a Private Message.

KatiM_VZW

Imperious

Wow I came across this thread today. I have the exact same issue. I called them 6 times and each time they told me I will get a credit on my bill. Eventually a guy says the promotional was only for device trade-ins and there will be no credit on my account. I told him the last 6 guys told me there was a promo code for a device trade-in AND one for no device trade-in. But this person was just not willing to accept any wrongdoing on their part. As someone said they only offer you 25% of the cost. What a deceptive marketing scheme!

Leadership | About Verizon

I truly appreciate all the time and effort you put into trying to get your promotional offer corrected, Imperious. I have sent you a Private Message here in the forum. Please access https://community.verizonwireless.com/inbox to continue so I can make sure we have thoroughly investigated all the solutions.

JenniferH_VZW

WILFAB62

From my March and April calls it was confirmed that the promo existed for existing lines and after the April call the promo was added to 1 of the lines. From my next call the promo could not be found, but was stated by a supervisor in the background on a open line with the rep , "that the promo must have existed as it was on my wife's line". subsequent calls I have received some credits listed as air time. From my last call in July, with a supervisor involved, I received air time credit of 107.00 which is not devisable by 17.00 and appeared online while on the call. I asked if air time was how it was going to be handled and was lead to believe that it was and 2 weeks later I did in fact receive a auto one time 17.00 air time credit, believing it was now settled. I was wrong as that is the last credit I have received. I also should mention that when I purchased the phones I was online and on Verizon chat with a rep, who confirmed in the transcript emailed to me that I was eligible and confirmed my pricing with the monthly credits for each phone. That's a contract by all means. It is my opinion that Verizon realized that the were losing to much money and deleted the promo from their system, so don't blame the rep, blame corporate.

stef7

If in your shoes, I would contact Kenneth Dixon:

WILFAB62, I have just sent a private message to look into this matter further for you.

TamaraH_VZW

GJS1500

same problem here, we bought TWO of them since they were supposedly free. multiple calls to VZW only to be told that the credit was on a few months delay. here we are almost a year later and no credits.!!!