I called 611 to ask Verizon rep a specific question - I wanted to make sure my BOGO deal will remain if I change the number in the BOGO line. The rep checked and double checked and said OK - the BOGO will definitely stay! I asked her again - are you sure? Are you really sure? she confirmed - yes.
So she proceeded with helping me choose a new number and executed the number change over the line. This was back in December. I noticed on February ‘a bill that my BOGO was gone. She lost it by making that line number change.
I’m paying the full price for my BOGO deal - which is dishonorable.
Ever since then I’ve been calling Verizon support to try to resolve this - no help. Support chat just drops the conversation and stops responding. Or are deceiving me and saying “oh we applied the change you will see it shortly on your bill”. It’s been 4 months and number hours on the phone with Support.
They deny any responsibility, and don’t offer any solution or consequence to address this internal issue (lack of training of their staff who don’t know what they are doing?) which is totally unprofessional. Dropping the conversation and ignoring my questions is really rude too.
Why did the rep proceed to make the changes, when I SPECIFICALLY told her I don’t want to loose my BOGO?
I would like to escalate this but can’t even get a copy of the incident report, or a case number, or names or dispatch numbers of the reps, or a follow up email - nothing!
I would like to dispute the forfeited promotion due to after a number change was done since it wasn’t related to me, that it will impact my promotional credits.
Please advise how to escalate and file such a dispute. Thank you.
Verizon's promo pages are poorly written, that's on someone higher up than just a CS rep. CS is only as good as the tools they are given.
Typically when there is a promo, you want to leave things alone.
We would be more than happy to take a look and see what options we have. Please reply to the Private Message we are sending.