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Promotion not being honored
milchone
Member

In Feb 2022 I was told through online chat I could receive $300 off on a Samsung s20 fe with a trade of my phone. Samsung s20 fe was currently priced at $599. I told the rep my current phone was a Galaxy Note 2 and I am not seeing a trade in value. He assured me it would be ok. So we proceeded with the purchase. My bill comes and is showing full price 599 at $ 16.66 per mo. I also did not receive a return box with my phone.

Here is part of my Next chat( unfortunately I didn't think to save the first because didn't realize I was being lied to)

What can I help you with?
Kat
at 12:58, Feb 7:
ok can you bring up my last chat with I believe it was Kambra Read
You
at 12:59, Feb 7:
I am specifically looking for when I was told of 300$ off for my trade I don't see that when I view my bill Read
You
at 13:00, Feb 7:
I am seeing full price 599 for a Samsung Galaxy S20 FE 5G UW Read
You
at 13:01, Feb 7:
Sure thing I will review now. I will say however, that the bill credits are applied after 1-2 billing cycles.
Kat
at 13:01, Feb 7:
ok Please check Read
You
I checked your chat. Your order was completed
Kat
at 13:08, Feb 7:
Your credits will appear after 1-2 billing cycles.
Kat
at 13:08, Feb 7:
ok to verify I will only pay 299$ for the phone Read
You
at 13:08, Feb 7:
Whatever you discussed. I see she says $8.33/mo over 36 mo
Kat
at 13:09, Feb 7:
ok my bill currently says 16.66 Read
You
at 13:10, Feb 7:
Do you see where he say I am eligible for 300$ off Read
You
at 13:10, Feb 7:
Yes
Kat
at 13:11, Feb 7:

I have had several phone calls since and also a trip to a Verizon store to trade the old phone in which wasn't possible . Then another 2 hour call to I ask why I didn't receive a box for my trade or what I was supposed to do. On this call   I was told  I would not have to trade my old phone in .  It has no value and they aren't able to process the return box needed. I confirmed that several times with the rep, are YOU SURE!  She responded  Instead of the trade in promo  her supervisor was making this a loyal customer credit since I was a customer for close to 16 years.  Well I am 4 payments in and still paying full price for the new phone. I can't express how frustrated this long time,  auto-pay,  loyal customer is! I just can't understand how a company of this size and fortune can allow to have loyal paying customers treated this way.  I would like to have this finally resolved but do not have a lot of faith it will be. In the mean time I am left with the decision to continue as a customer or switch carriers. Sad since that is more time and agony for me and I did nothing wrong but listen and follow the instructions provided by Verizon representatives.

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Re: Promotion not being honored
vzw_customer_support
Customer Support

 

Hi Milchone,congrats on your recent phone purchase and we always want to make sure that eligible promotion is applied. Sorry to hear that this did not happen and we can help here in the VZW Community Customer Service Team. I am going to send a private message so that we may review the notes on the account from our other Customer Service Teams. -Pamela

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Re: Promotion not being honored
milchone
Member

Thanks and good luck

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Re: Promotion not being honored
milchone
Member

So any response from your private message?

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Re: Promotion not being honored
vzw_customer_support
Customer Support

Hi milchone. We sent you another Private Note, so we can continue working on this together. 

 

-Jason

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Re: Promotion not being honored
milchone
Member

Well , #Verizon won't stand behind there promotion. Here is their decision after another 2 hour chat.

" We would be more than happy to reach out to over the phone to go over this same $150 offer provided above. However, we cannot honor the $300 credit originally promised as it is no longer valid. *Desiree'
‎8:51 AM "

They could give me no reason as to why it was not it wasn't provided during the initial purchase or why they let it expire! Instead they just say we'll give you half. What a joke of a Company

 

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