Verizon Virtual Gift Card

I submitted a trade-in on March 22nd and was "issued" a virtual gift card with a card number and a pin, but whenever I try to use the gift card, I am told the pin issued in the email is invalid. I have called several times to rectify my issue and have never received any communication. What do I need to do to get this resolved?

Accepted answers

joebwg

Finally got the link to get my gift card resolution. Got everything squared away. Glad @Jewells72
got her gift card resolution too. I'll close this thread as resolved or "Correct Answer".

All comments

Verizon_Support

We want to make sure that you have all the information that you need to get this resolved. What number have you been contacting previously? Did they give you any information on why your Gift Card is not working? Have you spoken with a representative in our Trade in Department?

*Robert

joebwg

I contacted the main Customer Service line at 800-711-3400, multiple times. The representative was able to verify the gift card and the amount in the gift card, but verified that the pin I was issued was incorrect. I have spoken with the trade-in department, but no one has resolved my issue. The last representative I spoke to had submitted a dispute form to inquire about the email I was sent with the gift card number. When I attempted to check the balance of the virtual gift card through both the website and calling #GIFT, it says it's an invalid gift card. The representative was able to see the balance of the card through his interface. This has been a issue for months and I just want a gift card that works.

Verizon_Support

We want you to have a working gift card too, joebwg. In a situation like the one you describe a form is filled out and sent to address the problem with the current gift card. If a new pin is not able to be created, then the current one is canceled and a new gift card is created and sent.

However, this process can take up to 2 weeks from when the form was submitted for you. If it has been over 2 weeks since that time, then we can take a look at your gift card for you to see what's going on. Let us know about the time frame since the form was submitted.

-Steven

joebwg

It was over two months ago. I never received any correspondence.

joebwg

Can another form be submitted??

Jewells72

I have the same problem. Did you get a resolution for this?

Every time I call customer service, I am on the phone with them for hours. Each representative says they have escalated the issue and I should see the credit applied to my bill. This all began in March, the money shows on the card but the pin is not valid and now we are going into October. It has become a joke. On each call I am promised it has been taken care of.... and yet..... no access with either the correct pin # or credit being applied to my bill. I finally was given a 1-800-876-4141 to call but there isn't even an option to speak with someone. I am at the point that I feel that if I want a resolution to this, I need to report my complaint to the FTC.

joebwg

I got a private message that amounted to nothing, so no...I've never had this resolved!!

Verizon_Support

Jewells72, seven months is far too long to have to deal with any issue especially when it comes to something like a gift card. I have sent you a Private Note. Can you please respond to the Private Note so we can gain access to your account and go into a secure setting?-Santo

Verizon_Support

We definitely want to have this issue resolved as soon as possible, If it has now been over 2 weeks since the original form has been submitted you should have received the replacement card, or should be receiving it now. Has any agent you have worked with been able to pull up the balance on the Gift Card to confirm that it is working properly? *Gert

Jewells72

Santos,

I responded to the private note......and am still waiting.... Your company's response time needs to be addressed and fixed. Please give me an update on where my trade-in credit is.

Jewells72

I don't think they realize how frustrating this becomes along with the time it takes to get the credits that were promised.

Hopefully it will get resolved for you soon!!

joebwg

I provided them with the card number and they were able to verify the balance, but the pin I was sent was invalid, so they couldn't apply the balance of the card to my bill. I would like this resolved.

joebwg

I just found the email that had all the "virtual" card information and it was dated March 22. This tells you how long I've been trying to get this resolved.

Verizon_Support

Jewells72, we are consumers as well and know how vital it is for your to receive the assistance you deserve. We are here to help and will fix the issue. Just sent you a Private Note. Please respond at your earliest convenience.

-Jacob

MichiganVernors

Hi!

So the other user who got their problem solved said they received a link to redeem the gift cards.

It took them 6 months though.

They said if you keep commenting and keep @vzw_customer_support

Eventually verizon will help.

And I have the same problem. Thanks in advance for your help, verizon team!

Verizon_Support

We are more than happy to review this with you in depth! To allow us to do so, please leave us a Private Note here. We look forward to working with you directly soon!

*Robert