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Verizon Store Manager Refuses to Process our Promotional Offer

Question: Is there a department I can contact to report a particular store or store manager?

Context: We opened up a new line to claim for a $1,000 trade-in credit in November 2023. The phone plan was Unlimited Ultimate so it’s qualified and the phone was turned in within 30 days.  We did everything correctly on our end. I’ve gone back to the store to follow up numerous time and some front desk employee tells me their (only) store manager will take care of it. However, the store manager still won’t process our promo correction. I’m 4 months into the plan still with the same issue.

My theory is the store manager has a personal grudge towards me so this is his way of revenge. The backstory was he initially sold us the promo when we initially came in. He was a persistent salesman so he tried to sell us numerous products but I politely turned them down - we hurt his ego.

611 can’t help us either regardless how many tickets they place because the trade-in occurred within a physical store.

Any insight would be appreciated.

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