Last Black Friday, 11/23/2018, when Verizon had promotion sale, I ordered one new phone line and upgraded 3 existed phones. When I put the orders in over the phone with one of their sales reps, I was told all of those 4 phones were qualified for the promotion credit, but I have to wait for a couple of cycles to see the promotion credit in my bill and the total credit will be distributed through the 24 months.
By the 4th cycle, I still had not received the promotion credit coming in except for one of those 4 phone lines.
So I called their customer service. The rep was very nice and patient. He spent over an hour with me tried to figure out what is the problem. He did see my original orders put in on 11/23, but for some reason they were cancelled. His futher research indicated that the cancellations were from their internal fraud events. So he decided to submit a form to ask to add ethe promotion credit back to my account. I thought what he found and his resolution made sense. So I thanked him and gave him a high survey score.
However, a month later, I still received a huge bill. When I made another call, I was told that their promotion team had denied the request submitted because my order was put in after the Black Friday weekend sale, which of course is not true. So I had to go through the same conversation with the 2nd customer service rep, who was very professional and apologetic. After over one hour of her research, she believed that my other 3 lines should be qualified for the promotion. So she decided to submit the same request form again to ask for adding the promotion credit to my other 3 lines.
Early this week, I called to see where my case was, again this time the request was rejected for the same reason. However, the rep said that she will write the case with more detailed information and clarity to the promotion team after her thorough research. She sured me that this time the issue will be resolved once for all. She also put $40 to my account for the inconvenience that caused me.
Last night, I logged into my Verizon account and was curious about if she Really did it. When chatting with their online agent, I found out that the 3rd request submitted was also rejected unfortunately.
Tonight, I talked with another customer service rep. After spent 30 minutes with her, I said: do you have a better way to approach the problem, other than submitting another request? She said I can submit another promotion request form with a better explaination. I have no doubt that she is a great writer and can explain the situation better,but for some reason I am not sure if it will work this time as they have failed 3 times. So I asked if it is possible for me to speak to her supervisor. Lucky enough, I was put through to their management rep, ” Diann South Calrolina.” I said that I have spent more than 5 hours on this case and I feel you may have internal communication issues. Would you be able to pick the phone to talk with your promotion team to make sure they are on the same page with your agents. Again I explained that I made the orders on 11/23 when you had the promotion, but I was told my orders were canceled accidentally by you internal systems by mistake. I have the order confirmation emails from you on 11/23 for all these 4 phones.
“Diann South Carolina” said “ I am sorry about what happened to you, but I can’t talk to the promotion team as they have rejected you 3 times.” But I said that your 4 customer service reps all believethat I should be qualified for the promotion credit after their independent research. Then she said it is too late for her to do anything as it was manufacture promotion and is over now.
So their promotion team says that my orders were put in after their Black Friday promotion weekend, and now she believes that I have already passed the manufacture deadline. I now feel that either this is their way to rub their customers or at the best let their customers to take the consequences for the mistakes they made.
At this point, I don’t know what to do. Any suggestions? Thank you!
Black Friday sales are probably the most busy times for orders. If an order is flagged for fraud, it is usuallly because of the payment method. If an order was made during a promo, cancelled and then reordered after, there is literally nothing a rep could do aside from submitting an escalation form.
Having reps do the same thing over and over after being denied doesn't do anything more than waste their time and yours. If this was a result from fraud, you speak with fraud, not care.
I don’t know and don’t care their internal team structures as a customer. They should have addressed the issue internally within themselve as part of the customer support.
Getting the assistance you deserve is important and we are here to provide it. Ensuring that you are getting all qualifying promotions is important and we will be more than happy to look into this for you. Please meet us in a Private note for assistance, you can also Private Message us on facebook, or DM us on Twitter. AlbertP_VZW