Exceptional Customer Service from Sophia

[Smjohns25]

So, I am not sure this is where I should be leaving reviews for customer service reps, however I could not find anywhere else to do it.

First of all, I rarely, if ever leave a review (good or bad) but I feel totally obligated to do so today.  Long story short, back in December I transferred my sons cell phone number from another company to our vw plan, which included purchasing a new phone.  We also added an ipad to the plan as well.  VW was offering a $200 vw rebate (although I was told a $200 gift card (another story for another time).   Unbeknownst to me, my rebate was sent to my spam email and had to be redeemed by January 31st.  I did not realize this until after January 1st, so I called customer service and explained the situation  and was told I would receive another email with the link for the rebate in a few days (this was mid February).  A few days went by and no rebate, so I called again, went through the same spiel with customer service again and was promised I would have my rebate via email in a few days. Fast forward a week.....same outcome, same call to customer service again.  This time, I was promised by rebate email on 3/24/25.  Well, today I made my 4th call to customer service and spoke to SOPHIA.  After more than an hour on the phone she finally made it happen!  She credited my account the $200 (with supervisor approval) instead of me having to wait for another email and while we were chatting she went over my account with me and realized I was NOT getting all the discounts I could be getting (we have a lot of phones and other devices on our account).  So, once the call was over I could physically see my $200 credit in my account AND an additional $15 discount each month for a discount we were not currently receiving.

So, huge shoutout to SOPHIA for going above and beyond to make things right for a 23 year Verizon Wireless customer!!

[kh_jenn · Accepted solution]

Hi Smjohns25, We appreciate you taking the time to share this feedback! We've passed it along to the appropriate team. We're thrilled to hear that Sophia took care of your issue and helped you take advantage of the discount you qualify for! Don't hesitate to reach back out if you need further assistance.