iPhone 12 Bogo promo not applied since Dec 2020

[dhjppn]

In Dec 2020, we added 2 lines to our verizon account with a promo of buy one get one free.  We were told in the store that purchasing one outright would not be an issue. Clearly we wouldn't have paid for it outright if we had known there was an issue - turns out the computer system can't handle it and we've been paying for the 2nd phone since December.  We would happily return a phone if that's necessary.  It's been 8 months of phone calls, text messages, and store visits.  No one seems to be able to straighten this out. We can't seem to get past the underling support to get this resolved.

We have 5 phones on this plan. Do we have to walk?  Do we have to have to sue?  

[vzw_customer_support]

We're disappointed to learn this has been your experience with a BOGO promotion that was offered last December, dhjppn. I too, would want to get to the bottom of this as it should not take this long for a resolution. BOGO promotions do require that your device be on a device payment. We unfortunately, would not be able to accept a device return outside of our worry free guarantee period. What has support been offering as a resolution?   -Danielle

[dhjppn]

I refrained from answering earlier because we thought we had a solution.  We spoke for a long time with lots of holds to an advisor person who assured us that the we would get relief.  We even received email and text messages confirming that we would hear in a few days.  That was over a week ago and we have heard nothing.  Radio silence is not instilling any confidence.  

[Ann154]

You didn't meet the terms of the promotion, therefore you don't qualify for bill credits. 

[dhjppn]

We did meet the requirements.  Everyone we have talked with has said as much.  This is entirely a computer billing issue.  

Good job with the unhelpful answer

[Ann154]

---

@dhjppn wrote:

We did meet the requirements.  Everyone we have talked with has said as much.  This is entirely a computer billing issue.  

Good job with the unhelpful answer

---

By purchasing one phone outright at full retail price, you disqualified yourself from the promotion. Both lines need to have active device payment agreement installments on the bill for the 24 month term. 

[dhjppn]

That question was asked at the store at the time of purchase and it has been asked since.  Clearly we wouldn't have purchased the phone outright otherwise.  There was nothing said that it couldn't be purchased outright for that particular BOGO

[acraftylady2]

You should have read the details on the website.  Can't rely on what anyone says these days as they just want to make a sale.  You always need to make device payments to qualify for deals like that.    

[vzw_customer_support]

dhjppn, this is disheartening to read. We strive to make sure that all of our customers are able to take part in promotions that they qualify for. There are BOGO promos that specifically state that the devices need to be purchased on the device payment. When you purchased these at the store, you would need to specifically work with the store going forward since no other representatives were with you to understand why this was said.   -Alicia