Promotional holiday offer complaint
DAVSCH0
Enthusiast - Level 1

I’ve been a customer for many years and if this situation is not fixed I will no longer be one and will make this situation known. 
I purchased 2 new iPhones in December for Christmas presents and added a new line to take advantage of the promotional trade ins and free iPad.

the phones we on back order and I kept getting the run around on when they would actually ship - so I changed the type of phone to get it within 2 days. The first order was cancelled - but the second order was made  (all on the phone with an agent) in which she assured me all promotions and everything were replicated.

I get my kids phones at Christmas - I go to send their phones in and I see the trade in was cancelled and the rep never made a new one. I figured no big deal I’ll reach out to Verizon. I’m told on 2 seperate occasions it’s too soon to do the trade in and I have to wait until a certain date to try again - which does not make sense. The phones I wanted to trade in never show up on my account again to chose for trade ins. 

finally I speak with someone again today - and I am told I can trade in the phones but I’ve lost the promotional trade in value (which was the main reason I even got those phones to begin with). An actual agent cancelled this and never made a new one - I was told I “couldn’t yet” by other agents and now I’m told I’m the one who loses a promotion and money due to this?

the promotional trade in should be honored in this situation . The best part is my call was recorded with the lady who helped and assured me all promotions were there - AND I have the chat convos with the others who told me I couldn’t trade in “yet”. Terrible business.

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1 Reply
vzw_customer_support
Customer Service Rep

Hello, DAVSCH0. Ensuring you get the promotion you deserve is always our goal and we would never want to see you leave us. Help is here. Please tell me more about the promotion in question. How much was the promotion for? Which day did you upgrade the devices that you actually received? 

-Natasha

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