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Not receiving full promotional credit
Chrannste
Member

Suddenly I'm not receiving the full promotional credit for the line I added late last year, it was supposed to be 0 a month for 24 months with the add a line option. The sales rep said it would show up as a charge, then a credit on each monthly bill but now it's showing up as a 16.66 charge with only a 6.66 credit and I cannot access my full itemized previous bills, device contract or even customer care. I've called, been transfered, set up a call back, cant get in touch with anyone via chat. How do I fix this on my own? Or is there a direct line I can contact? 

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Re: Not receiving full promotional credit
vzw_customer_support
Customer Support

We would be more than happy to assist you with getting to the bottom of this issue! We will be sending you a Private Note, so we can continue. MoniqueH_VZW

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Failed promotional credit... PART TWO
Chrannste
Member

Well... Here we go again... I purchased a new line 9/21/2021 and met all the criteria for a promotional credit of 0 dollars a month for 24 months. The agent and I accidentally had the phone sent to an address where no one would be home to sign so I called back to have the address changed. The second agent canceled out the original order and sent out a new device to the new address while informing me I still qualified for the promotion of zero dollars a month for 24 months. Apparently this agent did not put the information in correctly because I am not actually getting that promotion. I met the requirements of it being a completely new line with an unlimited plan and I am not getting the credit because the agent messed up up. Now I can only get in touch with Verizon through the forums. I spoke with a tech rep the other day because my phone randomly started downloading apps and she did a little digging and found out the investigation into my last claim found me ineligible so she cold transfered me to customer care and I sat on hold until the call was disconnected. So here we are... Ten years of being a customer now completely unable to get in touch with a person to fix the issue and agent created. I have two purchase agreements, one for the phone sent to the incorrect address that has the correct promotion reflected on it (which was canceled) then a second purchase agreement that does not reflect the promotion but was purchased the same day and is the same phone.. If I had been informed that I would lose the promotion or that it would be this much of a hassle months down the line I would have just had the original phone sent to the address where no one was able to sign and it could have waited for me at the delivery facility. I was misinformed by the agent I spoke with and now neglected by Verizon as a whole to help me fix the problem they helped me create. How do I fix this? 

Re: Failed promotional credit... PART TWO
9wood
Sr. Member

Others have this or similar situation allot of promotion or trade in issue on here

Re: Failed promotional credit... PART TWO
vzw_customer_support
Customer Support

Chrannste,

 

We want to make sure that this is being looked at completely. I am sending a Private Note, we look forward to your response.

 

ColinH_VZW

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