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Let me preface by saying I have been a Verizon Customer for 7 yrs as per my account, but my family and dad have been with Verizon since the beginning... back before Bell Atlantic had to split and there was "Singular Wireless".... We tried other companies while still keeping these accounts open and nothing compared. Once I could afford it, I opened my account and here we are.
Back in Oct2023, I went into Verizon with my iPhone X that I kept having issues with and wanted to see what my upgrade options were and to talk about the charge on my bill because they changed their plans so I had to get a surcharge (which was ridiculous but whatever). The very nice salesman helped me with my upgrade, changed up my plan, we added some things, and changed some things. All was great! Then he told me about the promotion for a 200$ gift card OR Apple Home if I signed up for the internet and had it for 3 months. I just moved, and the alternative wifi was pricey, I like a good bundle, COOL lets do it! I also updated my email with him because the one on file wasn't accessable and I started recieving promotional emails to the new one of file.
Flash forward to March 2024, we FINALLY settled down after moving, buying a house, renovating, graduating college, and i realize I never heard from Verizon about this free apple home. I called and asked, the customer service person I spoke to gave me a run-around, but said he would do an "escalation" and SOMEONE would reach out via email in 3-4 weeks about it. He gave me a reference number and sent me on my way. I heard NOTHING. I called on 4/09/2024 and I spoke to a woman named Nic and this is where it all went downhill. Not only did she LIE to me and said "I don't have a manager" (HEY VERIZON LISTEN TO YOUR RECORDED CALLS ON THAT ONE) but then she said there was nothing she could do but do another escalation. As someone who works in customer service, that's false. Do you mean to tell me you work for a major phone/internet company and you don't have a supervisor you report to? She then backtracked on her lie and I called her out and she did not know what to do but send yet another escalation and she did not have an ETA on when anyone would get back to me.... I ended up calling back again and spoke to Dawn who is a MANAGER for the customer service team. (wow... thought there weren't any managers Nic)... Dawn told me she was going to transfer me to the rebates team because she would be able to help on her end but from the tone of her voice, she sounded pretty peeved with what Nic told me. Dawn transferred me to Betty in the Rebate department who said it was a customer service issue so back I went to talk to yet ANOTHER person, Jennifer. Jennifer heard my story, read over the notes, and said she was going to escalate this and personally email someone and call me back today. She did, I was in a meeting so I missed the call. When I called back to ask to be transferred to her, the man I spoke to said he could not transfer me to Jennifer which is probably untrue. I work for a smaller (but still big) Real Estate company and even I can transfer people within my department and the company as a whole and we all work remotely. He then MADE ME TELL HIM THE WHOLE ISSUE-ALL OVER AGAIN TO VERIFY IT...... why do I have to repeat myself AGAIN???? why can't you just look at the extensive notes that every other person has left that you just told me you are looking at??? after waiting for 40 minutes he finally told me he "got a hold of Jennifer and she will call you in a minute". Jennifer calls, sweet as can be, but all I get is an "I'm sorry this happened, here is a 200$ credit to your bill".
I feel lied to. The rebates are a untrue. I'm extremely upset. But I'm still here because every other company is worse... do better Verizon!
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Thank you for bringing this to our attention. Your feedback is always taken into consideration and allow us to improve our processes and service. To better assist, please tell us a little more. Were you able to submit the rebate/promotion? Please check valuable information on the link below:
https://www.verizon.com/support/device-rebate-faqs/
~Maria

