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Promo discount not applied, confirmed with 2 agents at purchase
VerizonHank
Member

I've experienced this before sadly....I helped my mother who is a teacher replace her outdated iphone 6s 16g that she was trying to use to do her virtual teaching with an iphone 11 pro max back in August. Her old phone couldn’t even save a video. I was going to get the economical iPhone SE but when we got on chat with an agent and she said that we could get the iphone 11 pro max with 2 promo discounts per month at 8.33 each it made it possible for my mom to get the larger phone which I reasoned would last longer and would be easier to use for recording zoom class sessions and working in google classroom. My mom is 74 and the larger size is much better for her. I confirmed with the agent that the 2 promos were correct and even took a screen shot of the cart as I was worried this was too good to be true. Toward the end of the long process of purchasing the phone and choosing accessories we got knocked off the chat. We then had to call in and confirm with a different agent that we would get the 2 promos. We specifically asked this question as we would not have chosen this phone otherwise. Unfortunately after spending the whole evening on chat, because we had to call in we then had to pay the higher activation fee! So I have waited  3 billing cycles waiting for the credits to show on my statement and they have not come across. I got on chat again tonight with a nice agent who after a while was able to confirm 1 promo as a loyalty promo (I have no confidence that this will actually hit my statement without another call…and of course I have to wait 2 billing cycles) but the agent was not able to confirm the second promo discount. I was told that I would need to call in tomorrow during my “free time” to talk with a specialist. This same scenario has happened to me on at least 2 other device purchases. I believe that Verizon counts on customers not paying attention to their statements and not having the persistence to call/chat multiple times to ensure that they receive what they were promised at time of purchase. I try to be very frugal with my phone bill….I pay for both of my parents phones and access. We share 6 gig of data between 3 phones. I would not have purchased this phone had I not been told that we would receive BOTH promos.

Re: Promo discount not applied, confirmed with 2 agents at purchase
9wood
Sr. Member

Many others have reported the same problem seems from others account in summary that promotion offer will be what they want not what you been told or promised i.e agent xgh say yes to this promotion next agent different just my opinion but I agree seems that they don't expect people to look at there bill or statement and notice 

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Re: Promo discount not applied, confirmed with 2 agents at purchase
vzw_customer_support
Customer Support

We always want you to be able to get any promotion you're eligible for. We'd like see what's going on. If this was not taken care of yesterday, let's get to the bottom of it now. Please send us a Private Note, so we can see what's happening.

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Re: Promo discount not applied, confirmed with 2 agents at purchase
birdblue
Member

If people only knew how often this happens, been with Verizon for over 7 years & this has happened 4 different times. I have I've 20 hour's of logged call's over the last mishandled promotion. I was brought to years after begging them to him or what they sold us. Sadly it was a loss of $550. 

I gave up after I made a 4000 dollar mistake at work while pleading with customer service.

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Re: Promo discount not applied, confirmed with 2 agents at purchase
vzw_customer_support
Customer Support

Your seven plus years with us are truly appreciated, birdblue! We never like to learn that you have had some trouble with promotions! We certainly want to ensure you have all the details and to make the process go smoothly. Is there currently a promotion that we've missed with your account?

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