I had $25 Device Dollars saved to use when it was time to get a new phone. I was on Live Chat and told the rep to apply it to my order. She said she did. However, my bill does not reflect it as being applied. So I log in to Verizon Up on my phone. $15 has been removed. Now I am on hold with Customer Service to try and get it back. I am now waiting for over 40 minutes. Since I no longer need it to buy a new phone how do I get it back and use it on my bill?
We want to make sure you get the credit you earned. If you still need assistance, please reply to the Private Message we sent you.
I still need help. A rep came on the line and said that there is no way they would take Device Dollars and not apply it to anywhere. So, I'm on hold again. And since I was not able to use it on the new phone I will have to have device dollars. I don't need it now. I have a new phone and it was not applied, through no fault of mine. Where did it go? How do I get it back? Why can't I use it towards my phone bill?
Now the rep says that I can't get it back because Verizon won't do it. He sees that it was used for the new phone, but doesn't see why it was not applied. So I'm back on hold.
Customer service can't restore Verizon Up rewards. Only advice is to do the order yourself next time. An agent shouldn't be ordering a phone for you when you can do it yourself online and with a lower upgrade fee.