Loyalty Program

[lasdemise]

Hello,

I had issues with my iphone 8 battery. Upon connecting with my business account rep, he suggested I contact Insurance. Insurance was not helpful in resolving the battery issue, so I called my rep back. He provided the number to the loyalty program and advised they can make deals no one else can. 

I talked to Kate on Dec 19th, 2023. Acknowledged it was a iphone 8 battery issue, insurance route failed at resolution, I was not adding a line, nor was I upgrading. Kate helped me out with a deal to keep me as a customer - assuring me I qualified for $800+ off Iphone 15 pro. WE ran thru the monthly numbers 2 or 3 times to confirm what I was being told was in fact correct - almost seemed too good to be true. 

I asked if I was able to pick the phone up at a store instead of having it shipped - the holidays were right around the corner. I was assured this was ok. She also mentioned I could ask to see the screen to confirm the notes were in there as the store could potentially not give me the deal she set up so they can hit their numbers; should I have any issue I was to call the loyalty department back. 

Made it to the store, and was told no such notes existed, that my phone only qualified for $200 credit. An hour after closing I left the store with iphone 15 pro without the deal I was promised by Kate, but I did leave because I was assured it could be corrected by her team. I should have just waited for them to ship me a phone, but I was assured all would be ok. Wrong....

Called the loyalty department back, talked to Erica, turns out the phone hadn't shipped yet but was shipping to my ex's - which is fine - we have a good relationship. Well, phone never shipped. 

I have talked to a Edney, Annie, Joy, Joanna, Riah, and a couple others. Some can see the notes, some can't find anything. I've been promised call backs and nothing. I've been disconnected multiple times with no call backs. Tickets have been opened and closed with no call backs. 

I even got a supervisor, Alex (who supposedly provided his employee number, promised me that all would be taken care of as hes handling it and hes been there for 8 years) who acknowledged they screwed up and offered me the phone for free. I was curious whether returning my iphone 8 would screw up the process - i have no problems sending it back, but also know how digital paperwork can also screw the process up. He assured me, promised me, he'd call back in 24 hours, even letting me know what time he started, with an answer. 

I waited 48 hours, benefit of the doubt. Nothing. No call back. 

It's obvious I'm taking detailed notes, yet every single time I'm asked to repeat my story. The most recent time, the representative even acknowledged he saw all the notes - the length of a novel - validating the notes exist and him assuring me it would be escalated to a supervisor. So I waited for 57 minutes - even hearing him try to dial extensions to transfer me and admitting as such, only to have the call get disconnected with no call back. 

So I called back again, got Riah, who proceeded to do everything in her power to not honor what the notes indicated, even going so far to ask me what time I specifically talked to Alex on Jan 2nd. I was flabbergasted by such poor customer service skills, but told her specifically what time it happened.  

So yet again, another ticket was closed without proper follow up, and another new ticket was opened for their offline internal teams to review yet again what has been proven multiple times - all while approaching the 30 day mark for me to return the iphone 8 or get dinged for not returning it - even though I've been told multiple times that deadline will be extended, and at one point Alex (supervisor) wondering out loud if I even had to return it anymore.  

I have not provided misinformation about the situation or old equipement. I have acknowledged that the iphone 8 does not qualify for the upgrade promotion they keep trying to get me to agree to. Thats because this wasn't a upgrade promotion issue, it was an equipment issue, and the loyalty team is able to make offers that other departments cannot.

There are more specific details I can provide if, or when, a representative from Verizon has enough integrity to do the right thing by contacting me and staying true to their word.