1 Solution
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?
Solved! Go to Correct Answer
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".
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
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.
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
It was over two months ago. I never received any correspondence.
Can another form be submitted??
Thanks for getteing back to us. This is a great question, and certainly one we want to consider. What was the time frame since the form was submitted? Thanks in advance. -Rosie
Customer service (on the phone) said they submitted the form and that I should hear back within a week. I've never received any communication since. I contacted customer service, via phone, over three months ago. The gift card was actually approved in March of this year, but I've never been able to use it because of the invalid pin that that came with the email.
joebwg, we certainly want for you to get the promotion you deserve. I have sent you a Private Note so we may look further into this for you.
-Christine
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.
I got a private message that amounted to nothing, so no...I've never had this resolved!!
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
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.
That is the same thing that happened to me. I don't know what angers me more...the response that they are sorry this happened or the fact when you send the requested information... there is no response back to resolve anything. @vzw_customer_support
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!!
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.
@joebwg I am pretty close to you on trying to get this resolved. Mine has been ongoing since June 9th... Good grief... you know if you stopped paying your bill they would be on you within a day of not making the payment....wish they were as pro-active with fixing the e-gift card issues.......
One can only hope that we both get our money soon... @vzw_customer_support
Hi, Jewells72. We are saddened to hear your experience about a rebate. That is a long time to be experiencing issues and I'd be happy to help.What's going on with your account? We're here to help. -Lorenzo
I have replied multiple times to your private messages. I feel like a broken record on the amount of times I have to explain what is happening. I received a e-gift card and the pin is not valid. I can not request a new pin because it won't let me get past the non-valid pin number. If you look in this thread as well as many others, @joebwg , me and many of your customers are having this same problem. I get no where with your private messages nor can customer service evidently help me since escalating this issue means that I will never get a resolution and never receive any followup. I personally have been dealing with this since June. If we can't get to a resolution, I am at the point now where I feel I need to take this further by filing a complaint with the FTC since filing a complaint with the BBB doesn't get anywhere either and your business rating is horrible.
It's our goal to get this resolved ASAP. A private message ahs been sent to assist you further. -Sean
I never received an additional private message.
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