Verizon Switch Program

[ShauneG]

In January I switched two lines over using the Verizon Switch program.  The store at the time said I should receive text messages on each of the new lines within 30 days on getting my switching fees and phone payoff fees back.  After 30 days I went in and inquired upon it.  I was told that the information was completely incorrect (that employee had gotten fired for giving out misinformation) and they gave me a paper on how to go forward.  This was on Friday March 11.  I came home did the turn in process online and used the email receipts from that to process the switch site requirements.  Notice when you go there it asked for your contact information including your phone number.  I have four lines on my account so I put MY contact information in here.  On Monday I get an email for each of my phones saying the final bills are invalid.  After being on hold in the chat box for about 30 minutes then talk with them, come to find out the phone number you are supposed to put is the switched line.....not contact number.  I was able to correct both of those things and today I get a email for each of my numbers again, only this time both claims are denied because I did not turn my phones in within 45 days.  I just got off the phone and asked where in the FAQs, Terms and conditions, or the paper I got from my local verizon with their corporate header on it states that?  He only told me they are verbally supposed to tell me that part?  It is clearly stated that you are to make your claim by the 60 day mark which I did, but nowhere does it say that I needed the phones in by the 45 day mark.  Has anyone been through this mess?  I am ready to jump ship to ATT as the signal is better here, they are cheaper and they have the same promotion only everything is clearly spelled out for each step.  At this point I wouldn't lose any money. 

Does not say switching number does it?  Only says Verizon number so I put in my verizon contact number which is not the same as the number I was processing this for..........

Did not turn in old phone within 45 days?  Where is this ever explained?

Certainly not this paper from Verizon....only mentions the 60 days which I met.....

[hworkman]

Yep, join the club. There are quite a bit of people fighting this [removal required by the Verizon Wireless Terms of Service] on here. I did the switch in late December and submitted all my information on January 20th. I kept receiving invalids, turns out I turned in the wrong bill. After I got the correct one, I contacted Verizon (through chat) and that rep told me to resubmit everything and for each line. I did so. I have received over 6 invalids and I think I am officially done trying with them. The last invalid I got was because I had missed the 60 day mark, although I was told to resubmit everything by the rep. I contacted them again yesterday and was told that there was nothing he could do and he would have to forward it on to senior specialists, I'm definitely not getting my hopes up for it. I hope they can use the money they were supposed to give me for something else.

[Jon323]

I am getting the same run around with Verizon! I received an email confirmation from Verizon that I would receive my in 14 days. Received nothing. When I call Verizon, they tell me it not yet been processed. Lame.

[vzw_customer_support]

We don’t want to see you leave ShauneG. We are deeply sorry to hear the experience with the promotion wasn’t clear and easy. We strive to provide the right information the first time. Here’s an awesome link for the Switch promotion http://bit.ly/1pRLuM2

StevenM_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

[ShauneG]

Yes I've rwad all through that and it doesn't specify the 45 day thing.

Please don't send generic replies. Answer my concern with a real person. My

original post says I already read that, don't patronize me or insult my

intelligence.

On Mar 18, 2016 9:37 PM, "Verizon Wireless Customer Support" <

[ShauneG]

The answer to my question and concern is not there. Do you even read what

I wrote? Seems you don't know what you're doing.

On Mar 18, 2016 9:37 PM, "Verizon Wireless Customer Support" <

[ShauneG]

Talked to a supervisor today and they said many people have been calling in dealing with both this issues I have a terrible time with....he says give it 15 days and it will be approved.  We'll see.

[#8]

Yeah - I have a different issue, but was told "all will be taken care of". It didn't happen for me.....

[hworkman]

Well just got my final email from Verizon(senior specialist mentioned above) telling me I was no longer eligible for the credits and my money back because I went past the 60 day mark. I only did it after I was told that I could by a representative through chat. We had full intentions of eventually joining Verizon, but would never had done it so soon had it not been for the promotion they ran. So I'm out on about $500. Really upsets me, after I specifically asked about the time limit situation, but was assured I was okay on my time.

[Tidbits]

You guys read the FAQ? It does say you have to wait up to 8 weeks to get the card once approved. If you checked all the carriers switch to them promotion they all say 6-8 weeks.

[ShauneG]

The problem is I turned in my phones at the 50 day mark and mine was

declined because I didn't turn it in before 45 days. Where is that in the

FAQs? Or the terms and conditions for that matter? Hint: it's not.

[hworkman]

Yep, I definitely did. Plus, every time I spoke to someone they also made sure to tell me. I have all my chat sheets printed out, because the number the provided kept disconnecting saying it was a nonworking number. My biggest thing was the having to submit the information in by 60 days, they're saying that I did not do so, when I did. I had a rep tell me to resubmit everything, even though I asked about the 60 day mark, the assured me I was okay.

[Moattoad]

The fact remains that Verizon and their third party trade in company do not want to honor their agreement.  This is why they do not provide anything in writing with your denial for the rebate.  I was told several lies by Janice at the Switch Program phone number and when I called her on her lies she switched me to Customer Service.  Her first answer to me was that our submission was invalid then noticed that our bill from our previous provider had the proper information.  She then told me that we didn't qualify due to our previous phone service was set up as a business.  I told her she was wrong and the terms and conditions don't state what she was saying.  Then she read from the terms and conditions picking and choosing which words to read taking them out of context on purpose.  She new it stated the you didn't qualify if you opened a business account with Verizon but she was reading it incorrectly on purpose.  It's obvious that Verizon is no better and okay with a "Bait and Switch"(pun intended) to their customers not caring about their reputation just like other corrupt companies that don't honor their rebates.  Don't give up and keep pushing them.  They're hoping that you get frustrated and stop trying.  That's how they win by not paying what they agreed to.

[stevehorton0929]

My email shows everything was completed on August 15, 2016. To date, I'm still waiting. I call Verizon many times throughout the week. I'm always told something different.

[vzw_customer_support]

ShauneG, we do appreciate your loyalty. I have sent you a private message so I can further assist.
AmberF_VZW
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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[ggb_nc]

I have the same problem.  Promptly filled out the Switch to Verizon form and submitted it (the day after I bought the phone).  Waited patiently, never heard a word from Verizon.  Finally called and was told that the "last bill" I sent wasn't really the "last bill (with 0 balance from ATT on it).  Submitted that bill.  Again, never heard back from VZ one way or the other.  Finally called, and was told I had requested two rebates on two phones and they needed a separate submission for each.  (That was not made clear on the submission form - and why the heck would the submission form allow entry of multiple phones if that isn't allowed????)  So, I made separate submission.  Then, I hear back from VZ that the 60 days has passed and it is too late to submit.  However, the original submission was made WELL BEFORE the 60 day window elapsed.  Literally spent two hours on the phone, getting transferred from one department to the next, none of whom were able to resolve the issue.  Very very frustrated and disappointed in the difficultly on getting the rebate that induced me to switch to verizon in the first place.  I certainly don't want to spend several more hours on the phone getting more runaround from friendly, but unhelpful, customer service reps.  Any ideas on how I can get this resolve short of taking legal action??

[hworkman]

At this point I have given up. I hate to be out on my money, but I don't know what else to even do.

[Backlash365]

Folks - I'm experiencing the same issues with the Switch Program.  I switched 4 phones from Sprint to Verizon back in January, submitted my final bill, along with the phone payoff receipt and still no payment as of 4/12.  It was around 8 weeks after I made the switch, I called to follow up on my status, I was verbally told my gift cards were being processed and I should have them any day.  I thought Cool!!  What a slick program!!  Then I received an email stating my submission was invalid due to not submitting the final Sprint Bill.  Confused, I called the customer service number and I was told I needed to resubmit my latest Sprint bill and it would take another 15 days, so I did, the same final bill and receipt as I submitted initially.  15 days later, I call in the verify my status and I was informed my gift cards have been processed and I should have them with in 15 days.  O.k, not a problem.  Then I get the same email again, stating my claim cannot be filed due to not submitting the final bill.  I took my Sprint bill. along with my receipt into my local Verizon store, to verify I was submitting the proper paperwork, which I was, so we decided to submit everything again together from the store.  Once again, I get an email sating my request cannot be processed, this time because it's outside of the 60 day time period.  You gotta be kidding me!!  I went back into the Verizon store, explained my situation, along with showing them an email I received from Sprint, offering me a promotion to come back.  The mgr, said he didn't want to lose me as a customer, so we decided we would try 1 more time and if it got kicked back he would give me credit on my account.  Well, it got kicked back again, I went in and spoke with the mgr, he said he would credit my account.  Guess what ... It's been more than a week and NO CREDIT on my account, no gift cards and $600 in the whole from Sprint.  I switched from a perfectly good Sprint plan, to join the Verizon Family, and this is how I'm treated.  I really need to question Verizon's Family values, as this isn't how I would treat my family members.

THIS IS TRULY A BUYER BEWARE MOMENT AND I'M ASKING YOU ALL TO HELP ME SPREAD THE WORD!

[naansalad]

try to call 844-408-8470 and get reason why it was denied multiple times? hopefully  it may help you to make that call

[JMolenhour]

That number is no help.  Spoke to the manager there and he is powerless. What next.  I set up an email to aggregate all these complaints then will present case to media and others. Email: AnotherVZWScam@hotmail.com

[vzw_customer_support]

Jim, this is not the experience we want anyone to have. We will work to get this matter resolved. It sounds like you have been doing everything right, and we do not want to lose you over this. I just sent you a private message; this will allow me to take a look at your account. Just give us a little more time to investigate what happened.

RalphT_VZW
Follow us on Twitter @VZWSupport
If my response answered your question please click the 'Correct Answer' button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!