Looking for help, trying to move over 5 lines to Verizon and have had nothing but issues

[Kaio]

I have had a SAGA when it comes to switching to Verizon and I'm looking for anyone that can try to get me to an actual person with knowledge that can assist...

Tl;dr : Tried to bring 5 lines to Verizon - 2 new iPhone 15 Pro Max's purchased through Verizon w/ trade ins and 3 BYOD to take advantage of the pricing and promotions -  as of now, I'm being told I'm getting less than half of the originally quoted promo value and so far only 1 number is ported (but still having issues). As for the rest, support has dropped the ball time and again after spending hours through multiple channels...

Timeline:  
10/1:  At Costco, I stop to talk to the guy at the Verizon kiosk about the promo for $250 gift card with every new line - he gives me a price breakdown, tells me what info I need from the existing phones, current carrier and trade-in devices and says I'd get $1,250 for the 5 lines coming in.  I go home and gather the info.

10/2: I return to the store with an excel sheet prepared that has every current phone and trade in's device model, serial #, IMEI and my account info from Xfinity (account # and security PIN) and place an order for 2 iPhone 15 Pro Max phones with trade-ins to go towards them, and 3 BYOD phones to port into Verizon as their existing numbers.  The order ends up showing the 2 new phones with new numbers and 3 BYOD devices with new numbers...I'm told that it's easy to port the #'s in at activation.  It also shows only 2 costco gift cards.  The rep calls his manager who thinks it'll still send me the others but will follow up with me later and I head home.

10/3: I get texts from the rep (we exchanged numbers) asking for the receipt from the order and some info about my Costco account.  I'm asked to change my costco account email to what I used for Verizon and that he would then follow up again.  Later that evening, I get another text telling me that I need to email a costcoshopcard @ verizon email with a bunch of information.

10/4: We exchange more texts clarifying what info needs sent in conjunction with the rep talking to his manager.

10/10: I reach out to the provided email and get a fast reply saying it was meant for internal use only but it was forwarded to another team for follow-up.

10/11: I get another email asking for my # and I give them that and the best time to reach me.  

10/12: I reach out to the costco rep to keep him in the loop and to ask about the BYOD sim cards because the iPhones were backordered and I was curious if the new sim cards would ship with it or separately.   I'm told the sim cards will be shipping separately from the phones. 

10/17: I hadn't heard anything so I reached out again to the costcoshopcard email and don't receive another reply.  I also reach out to the rep to see about canceling the order because I'm getting frustrated and I was going to cancel before the phones ship. He said I'd have to call in to cancel.   I then receive a phone call and voicemail from his manager (who had called once on the 11th but didn't leave a voicemail).  I spend about 15 minutes on the phone with him where he tells me that the promo was only applicable to new phones, so the $1,250 in gift cards would now be $500.    I also follow up with him after via text because at that point, there was a new Verizon switcher rebate for $200/line that would be an ok alternative and he said that I would need to call in and speak to Promotion Protection to see if they'd honor it. I receive the shipment notification for the phones this day.

10/20: The 2 new phones arrive but no SIM cards, I follow back up with the manager asking about the missing SIMs and he said that the phones would use eSIM and that I wouldn't need physical SIMs despite what I was told.  I also reached out to support about the promos and the support rep wasn't able to help me or point me in any direction.  The costco rep's manager told me that it would be easier after I had already set up my Verizon wireless account.  The idea being that they couldn't look me up yet to work on promos because I wasn't "in the system" yet.

10/28: I go through the online portal to complete a Port-in request for my wife's phone, it goes through without an issue but on the last screen, it gives both a confirmation and an error. When I check the "Change Number" page, it says that phone has an active change in progress and I'd need to wait or cancel it to do another. When I click the link to see the request and status, it says there are no pending requests. I speak to chat support for a bit but they're not much help so then I call in and spend an hour on the phone with an agent. They do some work and eventually we wrap it up with them telling me that it may take up to 4 days for my wife's number to port and for her to keep both phones with her. When the existing phone loses connection, reboot the new one and it will connect. Not optimal but manageable. Under my account info, my wife's phone shows the message that a request was placed and it does show up properly to cancel if desired so that's progress. I ask about what it takes to move in my Mom's BYOD phone since my plan is only showing my 2 new phones and #'s and none of the original BYOD lines. I'm told to add a new line and it will ask if keeping a number or want existing.

10/29 (Day): My Mom comes into town so that I can swap over her BYOD phone from Xfinity to Verizon. I attempt to use the online portal again where I add the line, say I'm transferring an existing number, enter the info and complete the process seemingly without issue. On the confirmation page, it says I have all the info to activate the eSim in the phone while we await the port going through but there's no instructions other than "Go to Settings>Cellular" so I reach out to support again (via chat) because I want to make sure she can keep her service active until it's ready because I don't want her to be home and lose service where I can't help and she can't reach me. The rep says that since it's still in limbo, we'd need to get her a temporary line that I could later cancel to make sure she would have service until it ports over. I'm not on board with this and ask that they cancel the request because I was going to follow up on the phone or in-store later as I didn't want to risk it as our time was limited that day before she had to head out. They said they cancelled it but I'd still need to call in about the port request because that's a different department. That's when they stopped responding and my mom's phone started showing SOS...I then spent an hour with a phone agent that was great as he ended up eventually resolving it where she's able to leave with a (seemingly) working phone. We also discover on the call that the chat agent actually cancelled my wife's port in request along the way so we were back to square one there. We set a time for him to call me back later that evening to work on my wife's phone.

10/29 (Evening): We connect later that evening as he attempted to get my wife's phone ported over or at least back to the status where we were waiting for the port to complete. We spend an hour on the phone where he constantly runs into road blocks and is unable to complete the request or even get the ball rolling. He said that he keeps being told it's an active Verizon number even though it's not and he can't figure out how to fix it. He says he's off the next two days but we plan on reconnecting today. I get an email saying there's a service request for 11/1 at 3PM so I make sure to take the time off of work to be available.
10/31: My Mom reaches out to me to let her know that she hasn't been able to receive any of her 2-factor codes for her bank or certain apps/services. I use a work Android phone to check that she can receive SMSs and she can, but I find articles online saying that 2 factor codes can be blocked by a security issue and that it was resolved when people called in to discover that a port-in wasn't fully or properly completed. I tell her I'll have it addressed as part of the call on the 1st.

11/1: The scheduled time for the follow-up call comes and goes without a call. I check my email later to see that I had an email from 3PM that my issue was resolved - when looking at the details, it just says "Need sales for this" - I take it my original agent did not get a chance to follow up...I reopen the case and put in the details about the previous agent and my mom's issue and I get the reply "Need more information" and that's it...

So here we are, lots of hours of support in, still no resolution about the promos, only 1 of 5 phones semi-successfully on the network and I feel like the resolution is nowhere in sight. Is there any way I could be contacted by someone that can and will actually try to resolve this properly?

Also, on top of this, I had a whole separate fiasco with getting Fios going here but luckily that has since been resolved.

If you got this far, thanks for the time and attention and thanks in advance for any assistance.

[vzw_customer_support]

Thank you for your time and detail provided.  We are here to review all your details and find solutions. Please reply to the following Private Note to get started. 

-Deb

[Kaio]

Hello and thanks for the fast reply! 

It was supposed to be one phone on Unlimited Plus and the other 4 on Unlimited Welcome.  Though it only ended up showing as just the 2 new iPhones until we got my Mom's # ported in this weekend.  I still have 2 more BYOD phones that I haven't attempted yet because I'm still waiting for a fix for my wife's phone.   

I know the trade-in promos varied based on the plan and that looks to be applied properly.  It's mainly the originally quoted $250/line Costco Card and/or the $200 verizon rebate that started soon after I placed my original order.