I purchased two iPhone XR’s Online in Nov 2019 under the BOGO promotion, and added a line. I accidentally made multiple purchases, therefore went to the store to have the issue corrected, and I was told it was corrected. While at the Gastonia, NC store, I then asked if I switched the XR phone to an existing line with an old iPhone 8 to the new line if it would disqualify the promotion and was told NO. I then noticed I continued to be charged for the “free” phone. I attempted to reach Verizon by chat and phone multiple times and kept being told I would get a response, was asked to be patient, that I would get a response by email and everyone I spoke to said they believe I did qualify for the promotion and submitted claims to have the issue fixed. Upon one inquiry, I was told a decision was made but I was not notified, so another accelerated or expedited claim was filed. Upon another inquiry I was told that the notes in my account say that I was notified that I didn’t qualify for the promotion however I was never notified of this. I was also told that the reason I didn’t qualify was because I purchased one phone in store and one online which is completely false. I asked for a copy of the sales order/receipts and was told I couldn’t get one. I even reached out on Twitter with no response. I went to the local Shelby, NC store and was told that the account manager would contact me within 72 hrs...it has now been a month with still no call back. So, unfortunately since Verizon has falsified notes and sales on my account, failed to uphold a promotion that I DO qualify for, failed to provide satisfactory customer service, I have no choice but to leave Verizon after almost 20 years. I have never been more dissatisfied with this company. Unless the promotion is applied to my account as it should have been a year and a half ago, and a refund or credit applied for the amount I already paid for the “ free” phone, I will be seeking another phone company as well as legal consultation.
SherryKW, we are truly sorry to hear about your overall experience. We value your loyalty and we never want to see you go. Making sure you receive the promotion that you qualify for is important. Allow us the opportunity to further review the details of your concern. We have sent you a Private Message. Can you please respond to that message? Thank you.
A phone is not an entitlement. Plently of people buy those for the cost of the device.
Phone reps can see where devices are purchased. The offline marketing team can see the same info. You mentioned you went to a store, all they care about is their own wallet with commissions. Check your documents and receipts from your My Verizon, it will confirm if the rep you spoke with was being honest.
You also have 180 days to dispute a bill, there is literally nothing than can be done if it's already been over a year. It's in the Customer Agreement that no one reads.
If there is nothing that can be done that’s all they need to tell me. I have never been told that by a rep, which is part of the problem, although they noted that they did tell me that. And I do feel entitled to the deal that they said I would get. If I were going to pay full price for a phone as I have so many time before, it would have been the phone I wanted. I have replied 3 times to the private message sent to me and still no response which further solidified my concerns that there is a serious problem in communication and my business is not valued. However, There is ALWAYS something that can be done.