This is the USA and commercialism is at the core of the economy. People here work hard for every penny. People here deserve honest to goodness world-class service for the top dollar we pay for each and all services we avail. Verizon was thought to be the best cellphone network provider in the country, or so I thought, that's why I made the switch from Sprint.
But early on I am welcomed by downright poor customer service that made me think I was scammed. After waiting for months for the rebate I was given a telephone number to reach for my inquiries -- 844-408-8471 twice (one over chat support and voice call support) and have tried calling this number everyday for a whole week, not once didn't I get a busy tone which tells me that it's not working.
I made the switch and had 5 lines ported over from Sprint in the 26th or 27th of September this year as a tele-sale agent told me I can avail of the $300 promo BYOD rebate for the three qualifying devices (2 devices weren't compatible) with the START UNLIMITED. At this time they were running the $450 BYOD rebates for the DO MORE and PLAY MORE unlimited Plans. I asked the agent twice to be sure I heard him right and he affirmed --YES for the START UNLIMITED I get $300 rebates for each line, as he gave me the code to input when I submit online to claim afterward.
I have three lines submitted for the BYOD300 at the rebate center last Oct 8, 2020. Got acknowledgement receipt emails saying they're processing my rebate claims and should get results by December 2. Noticed the status on my rebate claims haven't changed December 5 that I decided to ask a live agent through chat. After sometime, apparently after the agent's inquiry I saw the status on my claims changes to "INVALID" without any explanation why. Later on the reason appeared to as "THE LINE ASSOCIATED WITH THIS PLAN IS ON INELIGIBLE PLAN". The chat agent told me to call the customer service instead and ask if they can retrieve and listen to the voice call after I argued that I was told by the tele sale agent as otherwise.
I then called the customer service and asked her right away if they have a way to retrieve and listen to a past conversation I had with their tele-sale agent. She gave me indefinite answer and asked why and so I explained to her. After over an hour, with this customer service giving me some counter offers, which I said NO to and just wanted what I'd been told by the tele-sale agent, she and her supervisor finally decided to go ahead and process with my $300BYOD per line claim. I assumed that they have actually listened to that conversation and validated my claim.
I got an email saying exactly as she said that they have approved and sent the $900 to be processed, pending approval, and that I should get another (follow up) email within 48 hrs. A week has passed and no email still. Checked my rebate status online and it now says invalid for this reason "YOUR PURCHASE WAS NOT FROM PARTICIPATING LOCATION". And I am just dumbfounded if this is in fact their workaround to deny my valid rightful claims. I have made an upgrade from XR to 12 Pro through Best Buy in 11th of November. The reckoning date of my claim is when I made the switch over order done thru tele-sale back in the 27th of September!!!
Again, I called customer service the other day hoping I could get some answer or guidance but was just given the same non-working number of the rebate team --844-408-8471. Oh and the agent discourteously just hung up on me without saying bye or anything immediately after texting me that non-working rebate Team number. What a whack!
I am an ordinary worker earning every penny the decent hard way. I only wish the best for myself and my family and I expect to receive what is due me. I know the justice system here works. I hope we don't go that far but you have no idea how stressful it can be for us --your customers.
