I have been with Verizon Wireless for over eight years, never really having an issue. Then, this past time, I added a line that was supposed to include a free phone and a $200 Verizon gift card. I added the line and got my son a new phone—his first phone. I did everything through the app and selected a number. When I received the phone, I called to activate it, which was very difficult. We ended up having to use an eSIM instead of the card SIM. I also decided to change the phone number upon activation. I did not activate the first number I chose; I simply asked for a different number during activation. I receive monthly credit for the device, as promised. However, when it was time for the $200 gift card, I called and inquired about it. After about two months and eight calls, I learned they denied my $200 gift card because the original phone number had been changed. No one told me that changing the phone number might forfeit the gift card. Then, I was told two months later that the new line was canceled, forfeiting the gift card. I explained that the line was not canceled; I only changed the phone number. If the line were canceled, you would not be giving me monthly credit for the free device. I simply changed the number upon activation—before activating the phone. They could not help me. I had to explain the entire situation to seven different people, repeatedly, even though each said they were making notes on my account. I got disconnected by one person , they never called me back. I got sent over to their "important" people who finally at the end of the day pretty much told me that I was screwed and sorry about your luck nothing they can do! like I said I've been with these people for over 8 years I have five or six devices through them, active lines and they can't treat me like a loyal customer? I pay my bill on time every month it's automatically taken out of my account. it's not like I was asking for a $200 credit card to spend anywhere. it's a Verizon gift card that I can only spend through Verizon. whether it's to help pay my bill, buy a phone case, do whatever. so the fact that they screwed me and never said hey changing your number might mess this up nothing like that and then to tell me that the line was canceled when it was never even activated to begin with! just horrible communication and a poor customer service and I am seriously thinking about taking my business elsewhere. just because of this! it's kind of petty I know but the fact that I wasted all my time hours on the phone to try to explain to these people what happened and for them so be aware if you ever are offered the $200 gift card to add a new line do not cancel the original number that you pick or you're going to get screwed like I did!
We hate to see that you had trouble with getting your promotion and want to help. We are sending over a private message so we can take a look at this with you.
-Meg
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