I transferred my two lines from T-Mobile to Verizon on 19 SEP 2020, at the Verizon Authorized Dealer – Victra, at 13981 S Virginia St, Suite 401 in Reno, NV 89511. I received a paper flier in the mail, which stated that if I bring my own devices to Verizon from T-Mobile I will receive $450 (in Verizon gift cards) for each transferred line. When I got to Victra, I inquired about this promotion and was told that it was online-only and what they have is a $250 (in Verizon gift cards) for each transferred line. I decided to go with this, since I was already there and didn’t want to have any lapse in service. I even accepted the $19.99 (per line) “Set up and Go Plus” fee they charged me at the store ($43.28 total), which was on top of the usual activation fee charged with the first bill. This honestly should’ve been a red flag already.
Anyway, I was told that I will receive the two gift cards within 6-8 weeks, which was consistent with the online offer terms and conditions. Couple weeks later I decided to call Verizon to check if everything was correct – I was told by the representative that yes, he sees the promotion and that I will receive the gift cards in 6-8 weeks since sign up.
I waited the 8 weeks and have not received anything. I called the main Verizon Customer Service line multiple times at this point and got no help, even mixed or conflicting information. I also attempted to contact Verizon through Twitter support account on 23 NOV 2020 where I was told to: “visit the store location for more information about the promotion they were offering” – support by “*AXL”.
I took the last advice and went to the Victra location again, on multiple days. First time, one of the representatives took my information down and said that my order was most likely submitted with wrong code and that it happened to another customer so they will fix that for me. Week later, nothing happened, I went to the store and waited literally 65 minutes, to be finally told that it is Black Friday week, so their Verizon liaisons are currently unavailable and that I will get a call back on Monday. Nothing happened, my wife went to the store again, was told the same lie yet again, and yet again no one called.
Finally, being blown off by the Victra management numerous times, I went to a Verizon corporate store earlier today and I was told they do not have any tools, which would allow them to resolve this problem and the only thing they provided was a phone number to Verizon “Loyalty Team”.
Obviously, I am still interested in receiving the two $250 gift cards, however as this is the most absurd customer service-related situation I have encountered in the last few years, I do not think there is anything that can happen to change my mind about Verizon and the way they "care" about their clients and particularly this Authorized Retailer.