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BYOD Rebate scam not being honored since September 2020
kkw2
Member

I have been trying to get this solved  the last 4 months. Nothing has ever been solved. They say to contact them privately then nobody gets back to me. I've dealt with hours on the phone, on hold, online chat etc. Being told it was being fixed and expedited. Contact the rebate people, contact customer service, it's being dealt with we will get back to you. We don't want you to have to wait on hold anymore. Then nothing..... You contact them again and they want to all the info all over again even though it's been documented. No one in the company can just fix a problem they just pass you around and drop the ball. I've been promised it would be fixed. Don't tell me to check the rebate center they don't show it. It was an internal problem that was being fixed and then it never gets fixed. I have been with Verizon for 15 years. They take your money and don't solve anything. I use to be able to count on Verizon to solve problems and be helpful not anymore. I've spent 4 months trying to get this solved. Just promises to fix things that never get fixed.

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Re: BYOD Rebate scam not being honored since September 2020
vzw_customer_support
Customer Support

kkw2, we understand the importance of getting the promotions you qualify for. September 2020, is quite a long time ago. Can you please clarify what the promotion entailed? Did this promotion require a code to registered via the Rebate Center website?

 

-Joshua

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Re: BYOD Rebate scam not being honored since September 2020
kkw2
Member

I have explained this 50 times. The rebate was BYOD300UNL. Something got messed up on Verizon's end. This has been a debacle from start to finish. I've been a customer for 15 years and I have 9 devices on my account. The 9th was added in September when I encouraged my son-in-law to join my plan and he brought over his own device from AT&T. The Verizon store was very unhelpful when we tried to get a new sim card. There was a mix up and the employee just wanted to leave.  I had been checking on my rebate (which was the main reason I encouraged my son-in -law to move to my account) and it would say check back it's processing. Well low and behold the date expired and no rebate. Several hours on hold, talking to live people, talking to virtual people, talking to customer service, talking to rebate center, talking to customer service. The whole time I was reassured it was being handled, expedited, manually overridden getting fixed. After 5 hours on the phone one Sunday I was told it was being handled by a supervisor and they didn't want me to stay on hold any longer. I was assured I would get a phone call or email.  Of course, neither one ever happened. When I called back to check again the answer I was given was that he could email the person who was supposed to get back to me but that was it. So, of course nothing again. I use to like Verizon and have had no issues with my account or services until now. I would recommend Verizon to people. Not now. I have been passed on like a bad cold. I pay over $500 a month for my service on 9 devices. Now I'm looking to move to another carrier and If I have to do it a few at time I will until all phones are paid off and I can move all of them. Every response I get on this forum is the same. I'm so sorry, this must be so frustrating. Can you tell me what happened. Then I tell them then they say they will look into it. Then I get an idiotic response that says "Did you contact the rebate center? with a link.......If they had actually listed to me or read over the notes on my account they would see that of course I contacted them. They told me customer service had to do the override. The problem at Verizon is that no one ever solves the problem. Everyone just makes promises and passes it on. Simple answer here give me a $300 credit on my account. Problem solved and maybe you keep a 15 year customer by doing the right thing,

Re: BYOD Rebate scam not being honored since September 2020
vzw_customer_support
Customer Support

Hello, we do not want to see you go. Let us further investigate this for you. Please send us a Private Note, we are here to help in any way that we can.

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Re: BYOD Rebate scam not being honored since September 2020
lenny58
Member

Was this issue resolved by verizon? they told me the byod will give me a visa gift card in the store. i talked to a rep in customer service and she told me that its an eGift card that i can only use at verizon. now im doing research and seeing how many problems people have with this "promo"

Re: BYOD Rebate scam not being honored since September 2020
jaredfaivre
Member

I used this promo and spent something like 26 hours on the phone with Verizon to get a whole myriad of issues dealt with surrounding the promo and the phone I bought using the promo codes. I was repeatedly lied to and yelled at by Verizon reps. I ended up opening an FCC case where executive relations contacted me, were completely unhelpful - never resolved the issues - told me I was taking up too much of their "management time" (LOL, I am not their employee) and sent me a C&D telling me to stop calling them to resolve their issues. Unbelievable. It ended up taking about 2 entire months to get everything straightened out.

Then, 2 months later one of the phones on the account suddenly won't receive text messages, but can send them and make and receive calls. Plenty more pass the buck until I threatened to leave at which point the phone suddenly started working again overnight. No follow-up from Verizon support. 

Then, I've been having problems with the phone they sold me. They have ignored every request to return this device. They have ignored every request to address the issues with the device. I even had their reps tell me that Verizon did not sell me this phone(!) and that they never carried this device (!!!! - its currently for sale on their website). Long story short - those issues haven't been fixed.

Now, for the past 2 weeks I have been having problems that I thought were related to the WiFi calling, but have realized this morning it may just be the service as a whole. When the phone stays connected to their towers or WiFi calling for an extended period of time the connection appears to go "dead." I am unable to dial out and place any calls. I also suspect that I am not receiving any when this happens. I thought it was WiFi calling because turning it off seemed to rectify the problem, but I noticed this morning that when I did this, the phone was still connected to Verizon LTE, still could not place any calls - the phone just sits at "dialing" for 10-15 secs and then pops back to the phone book and never rings. I put the phone in airplane mode and then took it back out and the call immediately went through. 

I'm hesitant to even bother doing anything but switching services at this point, because I have a feeling calling support is going to turn into another months long 26 hour fiasco and I feel that I have spent enough time chasing down Verizon for their own issues in the time that I have used this service which is only since last September. I do not want to have to call in every other month with another service or phone problem. 

Re: BYOD Rebate scam not being honored since September 2020
vzw_customer_support
Customer Support

Hi, jaredfaivre. We recognize your time is valuable and we definitely want to ensure that we're able to provide service when you need it most.  We appreciate your efforts to resolve the issues you've been experiencing and I'm happy to help. To confirm, has Wi-Fi Calling ever worked correctly in the past? Are other phones on your account also experiencing this issue?

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Re: BYOD Rebate scam not being honored since September 2020
jaredfaivre
Member

@vzw_customer_support wrote:

Hi, jaredfaivre. We recognize your time is valuable and we definitely want to ensure that we're able to provide service when you need it most.  We appreciate your efforts to resolve the issues you've been experiencing and I'm happy to help. To confirm, has Wi-Fi Calling ever worked correctly in the past? Are other phones on your account also experiencing this issue?


Yes. Wifi-Calling has been working until 2 weeks ago. At this point, I don't even think its a WiFi-Calling issue, something wrong with Verizon's network. Wifi-Calling sets up an IPSec VPN to Verizon when its in use. I am able to monitor packet captures on my router and as best as I can tell, the VPN to Verizon is still UP when the issue occurs. As stated, I can disable WiFi calling(really, just turn off WiFi) and the phone still does not make calls while connected solely to Verizon's 4G LTE until I place the phone into Airplane Mode and take it back out, forcing a reconnection to Verizon's network. However, when this happens its interesting to note that 4G LTE data appears to continue working just fine. I am only losing Voice (and probably SMS). 

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Re: BYOD Rebate scam not being honored since September 2020
vzw_customer_support
Customer Support

Hi, lenny58. We definitely want to ensure you're able to receive any promotions you're eligible for. To confirm, are you experiencing issues with a promotion on your account? We're here to help.

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Re: BYOD Rebate scam not being honored since September 2020
vzw_customer_support
Customer Support

jaredfaivre, we greatly appreciate the helpful information you provided. The last thing we want is for you to miss calls. It really concerns us that Wi-Fi Calling stopped working as it should. Did you download any apps or update the software on your phone during the time the issue started with Wi-Fi Calling? Any SIM swaps? What is the make/model of the device you use? JacobG_VZW 

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