Hello,
After nine months I still have not received the promotion from Verizon. I have called multiple times and requested to escalate and speak with a manager to no avail. Here's what happened, my wife was a customer with teen mobile, Verizon was running a promotion for a free phone with a trade in plus a $200 sign on bonus for new customers. So i brought my wife in to the local store and traded in her phone. We were assured that we got the promotion and it should reflect our bill after two billing cycles.
After two billing cycles, the promotion did not show on our bill so I called customer service (CS), CS stated they fixed the issue but it would take another two months to show on our bill. Low and behold it was not. This has been going on for nine months now, nine!
I have called to escalate the issue as well as speak with a manager but each CS agent has either refused or lied about escalation. I keep being told someone will call me back but never does.
The promotion that we were offered was a "free" phone with trade in. We were told by the rep Stephine at the Verizon store located in Bouquet Canyon Rd Santa Clarita CA that trading in our Iphone 12 pro max we would qualify for an upgrade to an Iphone 14pro max for free.
Now here where we are, I have called Verizon three times since yesterday to resolve this. CS is stating that they have no record of us trading in our phone and just now telling us that the promotion only covers $800 dollars of the Iphone 14pro max. This was not what were were offered at the store, as well as the fact we handed our phone directly to the CS rep at the store.
CS agent I just spoke with claims he escalated the issue, but seeing how I've been told this several times now and never receive a phone call back nor have the issue resolved.
I'd love to make a complaint directly to corporate at this point, and after 14 years with Verizon I'm about to jump ship. Can anyone help me here?
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