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Verizon Switch Program
ShauneG
Enthusiast - Level 2
โ€Ž03-16-2016 06:09 PM

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..........

Switch.png

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

45 days.png

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

Verizon Paper.png

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Backlash365
Enthusiast - Level 2
In response to vzw_customer_support
โ€Ž05-03-2016 05:38 PM

Times up my friend, you have until May 6th before I file a complaint with the BBB and the MN Attorney General.  Then I head off to the media, you won't sign up another customer in the state of MN when I'm done.

Ever heard the story of David and Goliath?

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naansalad
Specialist - Level 3
In response to Backlash365
โ€Ž05-04-2016 08:31 AM

if media can fix that issue I am sure everyone has gone with that route.

if V show or said you are not qualified or you missed time frame or you didn't did everything you need to do in timely manner then you cant get it .you can call 844-408-8470 to get more info and what answer you get then take from there.

for your statement "you won't sign up another customer in the state of MN when I'm done." it sound easy but hard to do .

keep posted here your outcome...wish you good luck and hopefully your matter get resolved somehow

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Backlash365
Enthusiast - Level 2
In response to ggb_nc
โ€Ž05-03-2016 05:32 PM

Class action lawsuit?  Hmmmm....

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Jt4203
Enthusiast - Level 1
In response to vzw_customer_support
โ€Ž04-19-2016 08:01 PM

Been having the same issue. But the reason for my invalid claim is they are stating I didn't send in a receipt from Verizon for the new device which they have online and are unable to pull up in the switch Dept. Ok fine so I sent it in twice. Waited 15 days, then called in. Same story. it had been escalated yet 4.5 months later still nothing. I have resorted to sending an email to a senior VP letting her know of the downfalls of this program. It's definitely not the way to begin a relationship with a customer. I am strongly considering going back to ATT, which I had for years with no problems and tried to save a little money with sprint (which actually ended up being more).

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JMolenhour
Enthusiast - Level 2
In response to Jt4203
โ€Ž04-20-2016 04:42 AM

Hello Customer Support, would you care to contribute more on the matter on this public forum? I would like to see a bit more effort to resolve, or, at least answer to, these issues. This is a community discussion to which you belong and are integral.

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vzw_customer_support
Customer Service Rep
In response to Jt4203
โ€Ž04-21-2016 08:15 PM

Jt4203,


We want to make sure you are able to get every promotion you are eligible for. Letโ€™s make sure we have left no stone unturned. Iโ€™ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.


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

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Blond37
Newbie
In response to hworkman
โ€Ž04-23-2016 04:57 AM

UGh I too am having problem. Submittimg everything properly. Got email twice saying final bill could not be read. I'm sending the bill and other documents snail certified mail this time.

Now correct me if I'm wrong but the value of your trade in phone is a portion of the $650 right?

what can we do since so many people having same problem?

i see att has same offer too. Are they as inept and shady??

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vzw_customer_support
Customer Service Rep
In response to Blond37
โ€Ž04-25-2016 05:17 AM

@blomd37, We want want it to be easy to get this promotion. Let's get to the bottom of this. Have you had a chance to resubmit your receipt? Have you reach out to our trade in team at 800-416-8894?


AdrienneP_VZW
Follow us on Twitter @VZWSupport
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greeneyedlady501
Enthusiast - Level 1
In response to hworkman
โ€Ž05-09-2016 08:33 AM

I'm going through this right now I switched from att after being with them for a long time because they lied to me ......I'm having an awful time the rep tells me something than sends me some thing else I'm so up set took me all week to get through to Verizon for them to hook me bk to Michael the rep that keeps telling me one thing and doing another ......what do I do ?

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vzw_customer_support
Customer Service Rep
In response to greeneyedlady501
โ€Ž05-11-2016 08:45 AM

greeneyedlady501,


What you're going through is the opposite of what we want you to experience. You mentioned that you've spoken with someone already. Are you being told that you're missing something from your claim?


ShawnteJ_VZW
Follow us on Twitter @VZWSupport
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ShauneG
Enthusiast - Level 2
โ€Ž04-14-2016 05:46 AM

I'm happy to report both my ones were finally approved. Never did get a reason why they were both initialy declined for not trading them in before 45 days when that's nowhere to be found.

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JMolenhour
Enthusiast - Level 2
In response to ShauneG
โ€Ž04-14-2016 05:51 AM

That is great! Maybe Verizon realize keeping a few customers happy, and quiet, is better than a massive media blast and sullied name.

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hworkman
Enthusiast - Level 3
In response to ShauneG
โ€Ž04-14-2016 05:58 AM

That's awesome! I'm sure there is no hope for me, since they said I'm out of my window, did everything I was told and still nothing. I may try to contact someone one more time.

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JMolenhour
Enthusiast - Level 2
In response to hworkman
โ€Ž04-14-2016 07:55 AM

Keep trying everyone, there may be hope. I know Verizon Wireless would not like to hear of more issues with the company they chose for this process.  I know I will not stop until I get the proper refund.

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Backlash365
Enthusiast - Level 2
โ€Ž05-03-2016 05:29 PM

Yep, your story is the same as mine.  I think they deliberately keep putting you off so you go past the 60 time period.  I've been waiting since 1/3/2016 for my Gift Cards .... Nothing! I'm filing a complaint with the BBB.  I think everyone on this thread should do the same.

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Bchandler209
Newbie
โ€Ž05-06-2016 11:33 AM

I have had the same issues.  Several submissions and resubmission to Verizon and even a long email complaint asking for help this week, only to be replied with a "form email" which clearly indicates they didn't read the email. 

I don't expect to ever see the money owed at this point and am already looking into a new carrier.   In addition, over the last 5 months I have told dozens of people about my issues (friends, family, coworkers), preventing them from switching themselves.

Although, I wont see my owed money, Verizon has lost thousands by my count.  That helps me feel a little better knowing others wont have to deal with the 5 months of BS from this poor switch program.

Please spread the word, this is a scam.  That's all we can do!

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vzw_customer_support
Customer Service Rep
In response to Bchandler209
โ€Ž05-08-2016 11:42 AM

Bchandler209, getting what you expected is absolutely what we want for each and every customer. We are sorry to hear that your experience has not gone smoothly and would like the opportunity to get to the bottom of this. After submitting your final bill, did you receive an email confirmation? Also, after your last submission, what status was provided?

LorenB_VZW
Follow us on Twitter @VZWSupport
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ADRBUR33
Newbie
โ€Ž08-10-2016 03:00 PM

I purchased 3 phones from Verizon Wireless store. At time of purchase Verizon Wireless was running a promotion where if you switch from your current cell phone provider they would pay your early termination fee with that provider.  I have contacted Verizon every month since March and I have still not received my rebates. When I do speak to someone from Verizon they transfer you to a third-party provider. This third-party provider will not allow you to speak to any supervisor which begins the endless Circle of being transferred. I was given instructions to submit a copy of my receipt, the bill from AT&T, and a email that i received from Verizon Wireless showing they approved my trade-in. I submitted this information on April 19th, 2016; May 2, 2016; June 15th, 2016; and July 9th, 2016; to the email address that this 3rd party company provided me which was (switchresubmissions@yourwirelessswitchcenter.com).Yet no one can seem to find my email documentation, and when you call this 3rd party company at 1-844-408-8470 they tell you that their escalation Department reviews information but you're not allowed to speak to them.

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juliebugg
Contributor - Level 1
In response to ADRBUR33
โ€Ž08-10-2016 07:25 PM

All these times you were submitting did you put the tracking number in the subject line? I know when mine came back they made it very clear I had to put this info there.

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stevehorton0929
Newbie
โ€Ž10-21-2016 10:34 AM

Basically the same thing has happened to me. I still haven't got everything straightened out since I switched over to Verizon in June of this year. I wish I never left my previous carrier.

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christopherm_vzw
Verizon Employee
In response to stevehorton0929
โ€Ž10-23-2016 10:44 AM

Hello stevehorton0929,

We absolutely want you to be able to receive our switcher promotion. Have you reached out to our Switch Center team to review the status of your rebate? What did they say?

They are available by phone, online chat or email here: https://www.yourwirelessswitchcenter.com/contactus/

ChristopherM_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!!

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