Verizon prevents $200 switcher rebate

[lindsma]

Dear Verizon,

In June 2024, I was excited to switch from my old cell service provider to Verizon, but I have quickly regretted this decision. One of the primary reasons I switched was because the total cost (new phone +  plan + promos) was going to keep my monthly cost affordable. However, it is now December 2024 (6 mo since joining Verizon), and I still have not been sent the $200 rebate I was promised I would be able to submit my promo within 8 weeks from switching cell providers. Based on my experience (and those I've seen online from others), I am deeply disappointed in Verizon's ability to honor their rebates. The capabilities I've witnessed so far are deceptive and predatory at worst and haphazard at best. As things stand, me and everyone do not trust Verizon and would not recommend other people use their services. 

Here are the details...

After multiple chats with Verizon, I finally got a promo code (CARTOFFER2024) to submit on 10/18/24, and it was supposed to process by 10/25/24. I check daily for weeks, and on 11/27/24 it still had not processed, so I reached out to Verizon. That day, Verizon Agent Roy resubmitted the rebate offer, but I received an email 11/28/24 saying the status was invalid. In speaking with Verizon Agent Kylie, Verizon Agent Dimitri, and the rebate center 11/29/24, they said the CARTOFFER2024 is only for online orders (whereas mine was a chat order). Therefore, the rebate center supposedly submitted an "escalation" so I could use the correct code (AUG24). However, I did not receive confirmation/evidence of this. Therefore, Verizon Agent Sunny submitted a new request for a gift card (instead of rebate) on 11/29/24 due to the trouble. I was told I’d receive a confirmation on 11/29/24, and I should not reach out until after 12/6/24 to avoid overlapping tickets that may cancel. On 12/7/24, I had not received my gift card, so I chatted with Verizon Agent Amber. She said there was no evidence of an escalation on file, so she submitted an escalation for me. Per Verizon Agent Amber, the escalation is to verify that the gift card hasn’t already been redeemed, and it is not to validate/debate whether I am eligible for the gift card. I received an email confirmation on (after 12/7/24) confirming that the escalation was submitted and that I should receive the gift card via email in 4 to 5 days. Now, it is 9 days since I received this confirmation email and 6 months since I joined Verizon, but there is no sign of the rebate/gift card being sent my way.I was supposed to receive a $200 rebate for switching from T-Mobile to Verizon on 8/22/2024. Verizon Agent Harris helped me check out via chat and assured me that I would receive this rebate.

In summary, I have taken all the appropriate steps to ensure I've remained eligible for this rebate, including following up multiple times before the 8-week mark since switching to ensure I received a promo code. A Verizon Agent is the one that sent me the incorrect promo code (for online orders instead of chat orders) to submit on 10/18/24. The "escalation request" necessary to override this mistake was not correctly submitted the first time, and there has been no evidence of the follow up (by 12/12/24) by promised by the Verizon Agent re-submitting this escalation request on 12/7/24. I'm left $200 short, and Verizon does not seem to care to keep up their end of our deal. Again, this leaves me with zero trust in Verizon and unable to recommend other people use their services.

Verizon, please make this right.

Sincerely,

Lindsay Ma