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Executive Escalation requested on behalf of BYOD $250

Member

Hi Verizon,

I'm at a loss why, as a long term customer, I follow the BYOD $250 offer exactly as described and added another phone service to my existing plan by switching from another provider my existing Verizon Plan.  Apparently the wording on the offer says that I needed to switch which I did. It does NOT call out PORT.  

There is a trail of emails that I'm including where several Verizon customer service agents say there is a problem with this offer.  But when I reach out to a Verizon chat agent .... they assure me that it is resolved but never gets resolved.

Thank you for researching this issue.

under Tracking Number: [removed]

Randall

From: verizon@bhnetwork.com <verizon@bhnetwork.com>
Sent: Thursday, March 28, 2019 2:30 PM
To: Randall [removed]
Subject: RE: Status of Rebate <<#[removed] #>>

Dear Randall [removed] ,

Tracking Number: [removed]

I am sorry that your record is invalid. With further review I looked at your record for wireless telephone number [removed] . I apologize but it says that Verizon Wireless has denied your rebate request because the wireless telephone number was not ported in to Verizon. 

The terms and conditions for this offer are as follows.

vzw.com only.

Receive a $250 Prepaid Mastercard&reg; when you switch your number from any wireless carrier and together activate your own 4G smartphone on a new Verizon postpaid line on an eligible plan between 1/10/19 - 6/30/19. Customer must submit for redemption within 30 days of activation and your device must remain activated for 45 consecutive days. We reserve the right to chargeback the amount of the Prepaid Mastercard&reg; Card if service is cancelled within 6 months. May not be combined with other promotional offers. Your $250 Prepaid Mastercard Card will be mailed via the U.S. Postal Service within 8 weeks after receipt of claim and will be mailed to the billing address on file with Verizon Wireless. This card is issued by SUNRISE BANKS N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated. Mastercard is a registered trade mark of Mastercard International Incorporated. Cards will not have cash access and can be used everywhere Mastercard debit cards are accepted. Activation fee/line: $30. IMPORTANT CONSUMER INFORMATION: Subject to VZW Agmts, Calling Plan & credit approval. Offers & coverage, varying by svc, not available everywhere; see vzw.com. 

It does not show the actual word Ported, it is a term that is used when you transfer your wireless telephone number from your previous wireless carrier and activate it with a different wireless carrier. I am sorry.

If you have any further questions, contact us on our website at www.vzw.com/switch.

Thank you for switching to Verizon

Mike

Verizon Wireless Customer Service

--- Original Message ---
From: "Randall [removed]
Received: 3/28/19 11:36:06 AM ADT
To: "verizon@bhnetwork.com" <verizon@bhnetwork.com>
Subject: RE: Status of Rebate


Greeting Verizon,

I followed the instructions in your offer which is as below stated.  Please show me where it calls out “PORTED”.

Visit vzw.com/digitalrebatecenter to redeem offer by using promo code BYOD250. Receive a $250 Prepaid Mastercard® when you switch your number from any wireless carrier and activate your own 4G smartphone on a new Verizon postpaid line on an eligible plan between 1/10/19 – 2/7/19. Offer available on vzw.com only. Customer must submit for redemption within 30 days of activation and your device must remain activated for 45 consecutive days. We reserve the right to charge back the amount of the Prepaid Mastercard® Card if service is cancelled within 6 months. May not be combined with other promotional offers. Your $250 Prepaid Mastercard Card will be mailed via the U.S. Postal Service within 8 weeks after receipt of claim and will be mailed to the billing address on file with Verizon Wireless. This card is issued by SUNRISE BANKS N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. Cards will not have cash access and can be used everywhere Mastercard debit cards are accepted. Activation fee/line: $30. IMPORTANT CONSUMER INFORMATION: Subject to VZW Agmts, Calling Plan & credit approval. Offers & coverage, varying by svc, not available everywhere; see vzw.com.

Please advise that this will be escalated.

Thank you,

Randall [removed]

From: verizon@bhnetwork.com <verizon@bhnetwork.com>
Sent: Wednesday, March 27, 2019 10:29 PM
To: Randall [removed]
Subject: RE: Status of Rebate <<#[removed] #>>

Dear Randall [removed] ,

Tracking Number:[removed]

I do apologize about the invalid status of your rebate submission. Your rebate submission is showing up invalid due to the fact that the number was not ported into Verizon. In this case we would advise you to contact customer service at 1-800-922-0204 and an agent can assist you further.

If you have any other questions please contact us. You can always track the status of your submission online at www.vzw.com/switch.


Thank you for switching to Verizon. 

TylerG

Verizon Wireless Customer Service

--- Original Message ---
From: "Randall [removed]
Received: 3/27/19 3:50:21 PM ADT
To: "resubmissions@yourwirelessrebatecenter.com" <resubmissions@yourwirelessrebatecenter.com>
CC:
Subject: RE: Status of Rebate

Dear Verizon Wireless Rebate Center,

You have not responded to this request for the $250 Rebate.

I have reached out to you several times (Enclosed is the email as of March 19, 2019 and the Verizon Chat session(Below in YELLOW)  for an escalation on February 5, 2019 with Verizon Representative) and have NOT received any response. 

Please process this Verizon Wireless Rebate since this was initiated and I received the notification - Tracking Number: [removed]

Based on the purchase date provided, you can expect us to validate your rebate around 03-12-2019   PLEASE NOTE - This has not processed.

 

Please let me know the status of this Verizon Wireless Rebate of $250

 

Thank you

Randall 

Please fix this since I was told by Verizon that this would be fixed on your side per this Verizon Chat session on 02/05/2019

02/05/2019 Chat Reference [removed] 2:25pmET



The Verizon Chat Rep said that this would be resolved on 02/05/2019 and Still ongoing.

Thank you 

Randall

Personal Infomration deleted by Verizon Moderator

Re: Executive Escalation requested on behalf of BYOD $250

Customer Support

@Randall2019

 

I can definitely understand your concerns with not being eligible for a switch promotion that was offered at the time you started service with us. Please allow me the opportunity to address this concern for you.

 

I see the email conversation you had with our Rebate Center and see that you were looking to take advantage of a $250 Prepaid MasterCard promotion. Although the wording of the offer does not mention the word “Port” or “Ported”, it does state “Receive a $250 Prepaid MasterCard® when you switch your number from any wireless carrier and activate your own 4G smartphone on a new Verizon postpaid line on an eligible plan between 1/10/19 – 2/7/19.” Did you switch your ‘number’ from another wireless carrier to us at that time, as stated in the offer details?

 

AnthonyTa_VZW

If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Executive Escalation requested on behalf of BYOD $250

Member

Hi AnthonyTa,

Yes, I did switch my number from another provider to Verizon.  It would have been easier for me to port the number but I thought that I had to switch to take advantage of the BYOD $250 which created a new number for me.  The rippling affect is notifying people of the new number.

 

Hope this helps

Thank you 

Randall

Re: Executive Escalation requested on behalf of BYOD $250

Customer Support

@Randall2019 ,

 

Thank you for that clarification. Creating a new number will not be considered porting in or switching a number to Verizon. Just like in your earlier message when you described the terms and conditions of this offer, "switch your number from any wireless carrier and activate your own 4G smartphone on a new Verizon postpaid line on an eligible plan" states that you had to retain your mobile number, not make a new one. If you need further information on this, please reach out to the Switch Team at 844.408.8470 with your tracking number. 

 

RussellM_VZW

Re: Executive Escalation requested on behalf of BYOD $250

Member

Hi Verizon - Russel M,

Please stick to the facts - The offer did NOT call out your quote below - "states that you had to retain your mobile number, not make a new one".    

The terms and conditions for this offer are as follows.

Visit vzw.com/digitalrebatecenter to redeem offer by using promo code BYOD250. Receive a $250 Prepaid Mastercard® when you switch your number from any wireless carrier and activate your own 4G smartphone on a new Verizon postpaid line on an eligible plan between 1/10/19 – 2/7/19. Offer available on vzw.com only. Customer must submit for redemption within 30 days of activation and your device must remain activated for 45 consecutive days. We reserve the right to charge back the amount of the Prepaid Mastercard® Card if service is cancelled within 6 months. May not be combined with other promotional offers. Your $250 Prepaid Mastercard Card will be mailed via the U.S. Postal Service within 8 weeks after receipt of claim and will be mailed to the billing address on file with Verizon Wireless. This card is issued by SUNRISE BANKS N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. Cards will not have cash access and can be used everywhere Mastercard debit cards are accepted. Activation fee/line: $30. IMPORTANT CONSUMER INFORMATION: Subject to VZW Agmts, Calling Plan & credit approval. Offers & coverage, varying by svc, not available everywhere; see vzw.com.

 

Each Verizon Rep calls out different wording from the original offer and its simple common sense - I followed the instructions and switched from another provider to Verizon and filled out all the necessary documentation according to this offer which I expected the BYOD $250 Mastercard debit card.

Verizon Chat Representative Alex stated on 02/05/2019 and his comments were as follows - Ref # [removed] where he ensured me that this would be resolved.

Verizon Online Chat with Alex 02/05 14:01:47 - "I  am filling the information and it is showing that you will need to wait for two billing cycle(8 weeks from submission date) as it takes two billing cycles to get those credit. If you do not receive it after this period, please let us know and we will escalate this issue."

As a consumer, I see this bad customer service because I'm still waiting for what Verizon advertised as an offer for switching from another provider(following their detailed instructions) and getting the run-around since the forms were submitted on 01/23.

Thank you for your understanding,

@Randall2019

  Personal information removed by Verizon Moderator

 

Re: Executive Escalation requested on behalf of BYOD $250

Member

I too am having the same problem with the BYOD $250 rebate, even though I "ported" a number to Verizon. It's been 10 weeks now and still no validation, or rebate card. The card was supposed to have been "mailed" within 8 weeks. They postponed the validation process to 10 weeks. Today, at 10 weeks they "escalated the request" for the card. Now they want me to wait another 2 weeks for the escalation response. If and when it is validated, they said it would take an additional 2 weeks to receive the card. This is terrible customer service at it's finest.

Re: Executive Escalation requested on behalf of BYOD $250

Member

I'm still waiting on Verizon to escalate this BYOD $250.

It's been since Jan 2019 and still waiting for this avertised offer which has not processed.  The customer service at Verizon is very disappointing.  I have been assured that this request would have been escalated in February and still awaiting.  

Very disappointed customer

 

 

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Re: Executive Escalation requested on behalf of BYOD $250

Customer Support

RD75, help is here as we want you to love your decision to be a part of the Verizon Wireless family. Your time is very valuable to us and my apologies to hear the process is taking a longer time than expected. I reviewed the offer for the $250 BOYD Port-in promotion. I show that any customer who ported in with BYOD must have done so on 3/18/19 through 3/31/19. When did your service begin? Also, our customer's account must remain in an activated status for 45 consecutive days from the activation date before the card has been issued. From there, the card can take up to 8 weeks from the submission date. Lastly, customers were required to submit for the prepaid card via the link provided using the promo code SPRINGBYOD. Was this step completed? RD75, I am confident that the representative you spoke with has completed all necessary steps for the escalation process as I see it was stated that he will follow up with you regarding the outcome. Please keep us posted on the progress as assistance is here. 

https://www.yourdigitalrebatecenter.com/#!/

 

NatashaR_VZW

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Re: Executive Escalation requested on behalf of BYOD $250

Member

Hi Verizon RD75,

The offer that you are mentioning is different than the one that I signed up for back in January of this year.  And YES I'm still waiting for this Visa Card BYOD $250 which has taken 4 months to process. I filled out all the necessary paper work and still waiting for Verizon to send along visa card of $250.

Enclosed is the offer below that I signed up for which was taken from the Verizon Web site at the time -

Visit vzw.com/digitalrebatecenter to redeem offer by using promo code BYOD250. Receive a $250 Prepaid Mastercard® when you switch your number from any wireless carrier and activate your own 4G smartphone on a new Verizon postpaid line on an eligible plan between 1/10/19 – 2/7/19. Offer available on vzw.com only. Customer must submit for redemption within 30 days of activation and your device must remain activated for 45 consecutive days. We reserve the right to charge back the amount of the Prepaid Mastercard® Card if service is cancelled within 6 months. May not be combined with other promotional offers. Your $250 Prepaid Mastercard Card will be mailed via the U.S. Postal Service within 8 weeks after receipt of claim and will be mailed to the billing address on file with Verizon Wireless. This card is issued by SUNRISE BANKS N.A., Member FDIC, pursuant to a license from Mastercard International Incorporated. Mastercard is a registered trademark of Mastercard International Incorporated. Cards will not have cash access and can be used everywhere Mastercard debit cards are accepted. Activation fee/line: $30. IMPORTANT CONSUMER INFORMATION: Subject to VZW Agmts, Calling Plan & credit approval. Offers & coverage, varying by svc, not available everywhere; see vzw.com.

 

Still waiting - 4 months later

Randall 

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Re: Executive Escalation requested on behalf of BYOD $250

Customer Support

I do apologize for any misunderstanding regarding the promotional requirements, Randall2019.  With regard to the BYOD250 promotion, the number would have to be ported over or switched from another carrier to Verizon Wireless in order to qualify.  Here is a link to our FAQ questions from our digital rebate center website: https://switch.yourwirelessswitchcenter.com/faqs/.  Question #1 will indicate the eligibility requirements.  Here is another link with additional details about the BYOD250 promotion with the requirements: https://www.verizonwireless.com/support/bring-your-own-device-using-esim-faqs/#mastercard.

AdamB_VZW

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