We made the switch to Verizon from another midwestern carrier in December with the lucrative BOGO (~1100 over 24 months) discount on iPhone 12 Pro Max. I originally tried doing this over their website, but my credit (which is fine) said I wasn't eligible for payments and had to pay in full. I then completed the purchase over the phone and ordered two iPhone 12 Pro Max (1x256 1x128) and brought one device with BYOD. After completing the purchase over the phone, I noticed my receipt had the wrong color for the phone I wanted to order (I stated I wanted 2x white phones and a blue one was ordered). Per Verizon's terms, it was fine to make an exchange for this, so that's what I tried doing. I sent the phone back immediately when I received it and was told to create a new order for the replacement. It was also confirmed that this would keep the BOGO discount.
Talk about a mess - I don't like sounding like a complainer, but Verizon has some of the absolute worst customer service when it comes to getting a straight answer. I couldn't make a swift exchange because the color I wanted was on backorder for a week at a time, and every time it was supposed to ship out, it would get cancelled. When I called (each time) about the status of my replacement, the answer was that they didn't know why it was cancelled and would create a new order. I also should mention they made me call the fraud department multiple times, and this still didn't do anything.
After a full month of not having the phone/porting over, I called a local VZW store and got my replacement phone that way - again, it was confirmed that I would receive the original BOGO discount. Even though they didn't have my first choice color, I got something that I was "fine" with. Everything seemed OK except for my number port, which was solved quickly over the phone.
It's been now 3 months and still no discount has been applied. I have contacted Verizon on both phone/chat after each bill, and the answer always is something along the system will reapply it within a few billing cycles. How long is this even supposed to take? I should also mention that (apparently) there are notes on my account explaining this whole story - but why can't someone just automatically apply it? I know on my first bill the discount was on there (around 40 something) and then was removed on the next due to the device switching.
I would also like to mention my sister applied for the nursing discount through ID.me, and apparently they were having issues with that as well even though I received a confirmation text saying it was going to be applied on the next bill? We followed up and they asked to resubmit - still nothing.
In a way, I kind of regret my decision to switch our 3 phones over. Our bill was significantly cheaper without discounts, and we never had issues like this on our previous carrier. I'm also in a fortunate position that I could have bought my phone in full anyway. Does Verizon have good perks and good cell coverage? Yeah...but that's all I can really say. Not having someone to take care of escalated issues that need extra care really just leaves me with no faith in the company.
We always want you to get any discounts you qualify. Let's see what's going on. Let's get to the bottom of this. Please send us a Private Note for assistance.
Weird - still no reply with an explanation as to why neither discount is applying. If I knew it would be this much of a hassle/issue, I would have just stayed with my previous carrier.