I need help from a supervisor
JMJDR
Enthusiast - Level 2

Hello-

I am not looking to the community to answer this, I am looking for upper management to contact me. I have all the documentation on hand but without going into GREAT detail here I will attempt to provide the basics.

I have spent hours and hours and hours on the phone with Verizon Customer Servive trying to get an issue resolved regarding trade in credits for three phones. I mean hours that add up to days. Each time, I am told the issue has been resolved, yet inevitably I get three emails telling me each of the phones on my account are having the trade-in credits removed.

I was promised $1000.00 credit for one trade-in, $800.00 for another and $400.00 for another, to be applied over two years.

The problems started immediately. The wrongs credits were applied to the wrong numbers . No biggie but noted because Verizon began making mistakes from the start.

Then, after getting confirmation that the 3 phones had were in the warehouse and I would be getting the credits added to my account,  I was notified via email that my trade-ins had not been received and credits would be removed. After hours on the phone insisting that they HAD gotten the phones, I was told they were located in the warehouse and I would receive the credits as promised.

Next, I began getting emails telling me my plan did not meet the criteria to get these credits. (Verizon signed me up for the wrong plan from the start-but that is another mistake/issue) After several discussions several different times, I was told the issue was resolved. Then the 3 emails again (one for each number)  telling me not only would I not be getting the credits promised, but I would be back charged for the crdits I had been given. This has happened over and over and over, the most recent emails  in my email inbox dated March 11, 2023. 

Yes-this is actually the SHORT version of what has been happening.

I am beyond frustrated. I have been patient, polite, kind and considerate to each person I have encountered at Verizon Customer Servive, as they have been to me, yet the issue remains unresolved. I repeat, all of this is taking a MASSIVE amount of time.

 Upper management-PLEASE contact me. If you do not,  I do not know what else to do other than stop my auto-payment and pay only what I actually owe-(valid costs minus the credits I am owed as well as the $10.00 credit per line for using autopay, which I cannot do because I am getting overcharged.)

I am someone who pays all my bills on time, with a very good/excellent credit score depending on the day, and I take the responsibilty of paying my bills seriously. I simply have no idea what else to do as this issue remains unresolved. 

Thank you for your time and PLEASE get in contact with me. Please. 

Re: I need help from a supervisor
vzw_customer_support
Customer Service Rep

Thank you for contacting us on the community forum, and we are sorry to hear about your overall promo experience. We appreciate the steps you have taken to resolve this matter. We would like the opportunity to take a closer look at the details. Can you please send us a Private Message for further review? 

-Sylvia

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Re: I need help from a supervisor
JMJDR
Enthusiast - Level 2

I would love to private message you but do not know how. Please advise. 

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Re: I need help from a supervisor
KH-OrnEsh
Moderator Emeritus

@JMJDR 

To send a private message, click the username and on the small popup click send message.

Screen Shot 2022-12-27 at 10.08.57 AM.png

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Re: I need help from a supervisor
JMJDR
Enthusiast - Level 2

Messages sent. Issue still not fixed. Tons of back and forth when I really would just like to have a conversation and a permanent fix. Thank you.

 

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Re: I need help from a supervisor
JMJDR
Enthusiast - Level 2
 
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Re: I need help from a supervisor
vzw_customer_support
Customer Service Rep

It is important to make sure you are always taken care of, and your issues are always resolved. With that being said, I will be sending you a Private Note soon!

*Jorge

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Re: I need help from a supervisor
vzw_customer_support
Customer Service Rep

Hello, Jmjdr!
I'm really worried to read that your previous experiences weren't the best.
I will love to properly assist you, and provide you the best resolution.
Please, contact us on a PM/DM on Social Media (Instagram, Facebook or Twitter). 

>Luis

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