Back in June 2021 I read an online promotion on Verizon Website. I was using AT&T at that time and the online promotion was $800 credit toward the new device and additional $300 gift card as I am maintaining the higher tier plan for the next 24 months. I called local Verizon stores to confirm the deal and told me that that's only available when I purchase it online directly. So I had no choice but had to go through via online rep. I called the online sales rep which was located in Verizon website. The guy wanted to call me with the different # later. I am unsure if that's his personal # or company phone, which usually records the conversation. I believe that’s his personal device cz it wasn’t traceable when I looked up the phone # later. Anyway, he confirmed that the promotion I mentioned all eligible, and qualified. He sent me the contract via email and didn’t go over any terms and condition nor any timeline for the trade in. He said I need to sign the contract first in order for him to submit the promotion, so I did. Paid the upfront fee and my order was submitted. He didn't send any confirmation on the promotion, so i didn't feel comfortable just relaying on his words. So I called him to get any written info, but he never called me back.
I was supposed to get the phone a few weeks later, but it got delayed, and I received the phone in the second week of Aug. I activated the phone on Aug 19th. They told me that my Trade-In request was never submitted. The sales rep didn’t do it. Carrie sent me a link via email. I opened an email and clicked the link, and it required the promo code, which I didn't have. Nobody told me about the promo code and the submission should have done via the sales rep in behalf of me according to him per our convo. I called Verizon again to find out the promo code, and they don't know what the promo code is and had to talk to multiple ppl. But the sales rep, Mike on 8/11 clearly told me that it was on their system. Each person tried to accommodate me with a solution, but nothing happened. Someone finally escalated this to her supervisor, and we scheduled a meeting with him, but he never called me on a scheduled time. I called another service rep, and she was trying to help me as she offers a combination of a gift card and the current trade in $500 offer, but the phone got disconnected. I swear I have spent at least 20 hrs including waiting time to speak with Verizon. I still couldn't return my old phone and therefore, the $800 trade in credit hasn’t applied to my monthly bill yet, and now I am afraid that they can’t even find my original promotion and say it doesn’t apply after all. Somebody gotta help me out on this. This is ridiculous. I need to get confirmed on the $800 promotion applied, and the kit needs to be sent. I am not going to call customer service anymore. My next step is to file a complaint with BBB about this hideous phone tag and wrongful sales practice. Wish I could cancel everything and return the original phone and done with Verizon.
6/25 spoke with Angel
8/11 spoke with Mike an
8/19 spoke with Carrie
Multiple ppl during Sep
10/19 spoke with Blessy - escalate to her Supervisor, Dan go by DC from Virginia
10/19 spoke with Dan briefly and scheduled a meeting at 3 pm. never called me
10/19 spoke Christal and got disconnected during the call.
