Promotional Discount Not Honored... Is this legal?

[JGALKA]

When I purchased my phone, there was a promotional discount going on for $150 off the device total, making the payments $22.75 instead of $29.00. This did not reflect on my bill a month later, so I called and was told it may take 2-3 billing cycles. 3 months later and it was still not showing. I have now been told that my device purchase did not meet the requirements as the promotion had expired. I would NOT have bought the phone if I had known that. The representative I chatted with to purchase the phone told me in WRITING the promotion was ending that day. I have the chat manuscript saved. I was told on the phone today there is NOTHING I can do to get the $150 off. I am seriously considering switching to a different provider, I have already gotten quotes. Is it even legal to change the sale price of something after it is purchased? I feel as though this was all a dup.

[glitchedpixel]

It's not legal to suddenly change price if you had an agreement. That said, the agreed upon purchase would have to be legitimate.

Doesn't matter what a chat rep said if the promotion wasn't valid. For BIC promos, you have to meet 3 requirements. Purchase must be made during the promotional period, device had to have been part of the promotion and you'd have to meet any prerequisite such as a new line or trade-in (sometimes this isn't required - it all depends on the specific promo)

If you don't meet those, the price wasn't change, you simply didn't qualify. Now if you did meet requirements, it doesn't matter if the promo ended so long as the purchase date fell within that time.

[vzw_customer_support]

JGALKA,

We can relate to how important your promotion is to you, and don't want to see you leave the family. Full retail cost of any device cannot be changed, they're all preset prices. Qualifying promotions can offset the monthly cost. I've sent you a Private Message to look into options. 

Kati_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[janefo]

In January 2019, I purchased a new phone under a BOGO XR when adding an additional line promo.  I really only needed to upgrade my phone, and was planning to give my son my old phone. I also didn't need another line.  However, the deal was TOO good to pass up.   

I have recieved zero statement credits and have now been told a promotion was not running during my date of purchase. 

What can I do? I'm now paying on two phones and my bill is double.  How can an agent tell you there is a promo and then Verizon not honor it?

[LADonF]

Same thing.  New phone (actually THREE new phones).  Switched two of them to new line.  Within the 'promotional period'.  All rules met.  And yet they still say I am 'ineligible', after sending copies of all receipts to prove it.  Do not believe any promotion mentioned.  They will do all they can to dishonor it.

[mama23dogs]

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@LADonF wrote:

Same thing.  New phone (actually THREE new phones).  Switched two of them to new line.  Within the 'promotional period'.  All rules met.  And yet they still say I am 'ineligible', after sending copies of all receipts to prove it.  Do not believe any promotion mentioned.  They will do all they can to dishonor it.

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 What do you mean by “switched two of them to new line”? 

 To be eligible for a buy one get one deal you have to purchase the discounted or free phone on the new line.   Line must be brand new to Verizon.   Moved to your account from within Verizon is not new. Switching out and back in under 60 days is not new.  

[Maegena]

Same thing happened to me with an upgrade. was told if I enrolled the two current lines on a new two year contract (previous contract was up and fulfilled) that we would qualify for a BOGO offer. Now the devices are almost paid off and we have never seen a credit (not that it would have mattered because we were locked into a new two year agreement as soon as we ordered the phones). Now Verizon is basically calling me a liar because there is no record of the conversation on my account. So once my devices are paid on full I will be looking for a new carrier. 

[vzw_customer_support]

I completely understand where your frustration is coming from, and we want to get you the promotion you qualified for! Where did you receive the promotion offer? Have you tried to contact us in the past? What devices did you order? MichelleH_VZW

[mama23dogs]

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@Maegena wrote:

Same thing happened to me with an upgrade. was told if I enrolled the two current lines on a new two year contract    2 year contract, or device payments?  It is not unusual for retention to offer a two-year contract, which means you purchase devices at a reduced price upfront. That would not qualify you for any of the buy one get one deals which required device payments.  A two-year contract purchase would have been a substantial amount upfront, no installments on your bill, and therefore no credits would've been issued

(previous contract was up and fulfilled) that we would qualify for a BOGO offer.   Every buy one get one, or discounted phone deal requires a new line (phone number) For the discounted or free phone.  You cannot upgrade to existing lines and get a free phone.

Now the devices are almost paid off and we have never seen a credit (not that it would have mattered because we were locked into a new two year agreement as soon as we ordered the phones). Now Verizon is basically calling me a liar because there is no record of the conversation on my account. So once my devices are paid on full I will be looking for a new carrier. 
please make a point to read agreements that are published online, including all the fine print or you will repeat this with your next carrier in a couple of years. There is always something in it for the carrier in order to offer you discounted equipment.

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