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Verizon not honoring an offer
frankewr
Member

I have had the same experience as others.  I went to the My Verizon site to pay off my S10 so I could take advantage of the pre-release offer on the S21+ from Samsung.  On January 16th 2021 a Verizon chat person named Kambria said she could get me a better deal than Samsung.  She stated "We can get you $600 off with trade of S10 for S21+, plus $200 from Samsung; that is $8.33 per month for 24 months."  I assume that this would represent a verbal contract that would be honored by Verizon.  I only learned later that the $600 off was contingent on enrolling in Playmore for $10 per month.  So I reluctantly enrolled in Playmore and Verizon added the $10 fee immediately.  It has been more than 3 months and my monthly line bill is $83.39.  Obviously I didn't get the $600 credit for my S10 trade and did not get any credit from Samsung.  We contacted a supervisor named Sarah Barlow who said she would fix everything and nothing has changed. I have spent hours trying to get the offer I was promised with no one being willing or able to help.  So I was not able to take advantage of a legitimate offer from Samsung and have received nothing from Verizon.  I can't believe Verizon would allow this type of business practice to continue.  Please straighten this out!

Re: Verizon not honoring an offer
PaulBoon
Member

Although we have different issues with Verizon, yours seem to be a similar reaction by their people.  A lot of runaround, a lot of sales people telling you different thing (poor training or malicious intent to sell), and overall no solution while the customers/ex customers decide to part way with Verizon operation after years of paying for their services.  

Very frustrating that we cannot count on them to sort out these problems.  Our complaints aren't the first and many more complaints are to be expected for infinite.   When will they ever learn to just do better...

Re: Verizon not honoring an offer
acraftylady2
Sr. Member

Big mistake relying on a verbal deal for anything.  Always get it in writing.  Hopefully if you persist they will honor it.  

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Re: Verizon not honoring an offer
frankewr
Member

I have it in writing and I have a voice mail stating the same deal.  The issue has been submitted to Crimes against seniors.

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Re: Verizon not honoring an offer
acraftylady2
Sr. Member

Great, keep on them until they honor what's in writing.

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Re: Verizon not honoring an offer
frankewr
Member

I haven't heard anything from Verizon so far.

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Re: Verizon not honoring an offer
vzw_customer_support
Customer Support

frankewr This is definitely not the experience we want for any of our customers. I'm not aware of the conversation you had but all of our promotions are posted on our website. After you had a conversation with a supervisor it's hard to understand why it has not been fixed. Did you actually pay off the S10 before attempting the offer you discussed online?

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Re: Verizon not honoring an offer
vzw_customer_support
Customer Support

I am so very sorry for any inconvenience. This is never how we want you to feel, and I would be frustrated and disappointed if a promo was not as promised. How long ago did you speak with the supervisor? Did you pay off the S10 before attempting the offer? 

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Re: Verizon not honoring an offer
frankewr
Member

We paid off the S10 on January 16th so we could take advantage of the pre-release promotion from Samsung on the S21+.  That was when we received the promotion offer from the Verizon representative who stated that Verizon had a better promotion.  She asked us where to send the order notifications and we provided that information but we did not receive an order conformation or instructions for trading in the S10 so I contacted the Verizon supervisor on January 28th.  She restated the prerelease  promotion and instructed us on how to trade in the S10.  She said we needed to upgrade to Playmore and everything would be taken care of.  We have been unable to accomplish anything since that conversation, even after spending hours on the phone.  

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Re: Verizon not honoring an offer
frankewr
Member

I tried to connect after receiving a private message but it seemed no one was there.

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