Rebate Rejected

[leenie57]

 I switched service from T-Mobile at the beginning of February, and at the time there was a rebate offer to pay off up to $500 on any remaining phone payments from T-Mobile.

The rebate was rejected at the time because we were told that the T-Mobile final bill that we submitted was not legible. We resubmitted the last T-Mobile bill at least three times before it was accepted. No one at any time told us that our phone number needed to be in the subject line of the email with the attachment.

I have called customer service and have gone to the store multiple times trying to get the rebate issue resolved. An escalation for the case has been submitted at least three times, and at no time did anyone from customer service or the store call me with updates. I was promised multiple times that as soon as I submitted the bill, I would receive the rebate within 3 days. I called customer service on the 25th of April and was told that the rebate had been approved and I should be receiving the rebate by that Thursday. I did not receive the rebate, nor has anyone contacted me from customer service.

I called customer service for an update, and I was told that there was an issue with the phone being upgraded before the rebate went through. First of all, if this was going to be an issue why didn't anyone tell me when we were filling out the paperwork for the rebate at the store?? The customer service representative told me that I needed to go to the store in person and request that the case be escalated.

Two weeks ago, I went in person to the store and explained to the representative that he needed to complete an escalation form for my case. He did that, and submitted it that day in front of me. Yet again, I was told that I should hear something in a few days. I have never at any time been contacted by Verizon customer service or the store regarding my case. It has been me having to reach out each time.

I am beyond frustrated at this point. I don't have $500 to pay off the phone to T-Mobile, and I'm afraid it's affecting my credit score. I transferred service to Verizon in good faith that I would be taken care of. I feel that Verizon has let me down as a consumer, and I would transfer back to T-Mobile in a heartbeat if it wasn't for the fact that your carrier is the only one available on the Air Force Base that my son is working at.

We have a large military community here, and there is a wonderful Facebook group where we can reach out to ask for recommendations or suggestions. I will never recommend Verizon to anyone.

I am expecting a $500 rebate, and compensation for the time and expense for me to travel to the store multiple times. This was in no way my fault, and I expect this to be resolved by Friday May 16th. Otherwise, I will initiate and complaint against  the FCC. 

Has anyone else had a similar experience?