Rebate not being validated - rebate language changed

Member

I am being denied a $250 rebate on 2 lines unfairly. I ported over 2 lines and purchased 2 iPhone 12 Pros, and met all the requirements stated initially. Now Verizon is saying the request is invalid. Specifically, I am being told it is because I paid for my devices in full instead of on monthly payments. However, this was not disclosed when I purchased the device. The "monthly payment" language is only present now - not in the agreement I agreed to! Below is what was listed when I purchased in October:

Switch to Verizon and get a $250 Verizon eGift Card
Purchase Dates:10/16/2020 through 11/05/2020
Eligibility Requirements:

  • Select 4G/5G Smartphones with a minimum retail price of $699.99
  • New Line Required
  • Port In Required
  • Premium Unlimited Plan Required
  • Consumer Accounts only
  • Participating Locations Only

Receive a $250 Verizon e-Gift Card when you port-in your number from any wireless carrier and activate a select new smartphone (minimum retail price of $699.99) on device payment to a postpaid Verizon consumer account and activate on a Do More, Play More, or Get More Verizon unlimited postpaid plan between 10.16.20 and 11.5.20. Customer must submit for redemption within 30 days of activation, and device must remain activated for 45 consecutive days. May not be combined with other promotional offers. We reserve the right to charge the amount of the Verizon e-Gift Card to your Verizon Wireless account if you cancel service within 12 months or change your price plan from Do More, Play More, or Get More unlimited. Your $250 Verizon e-Gift Card will be sent via email within 8 weeks after receipt of claim to the submitted email address. This gift card can be used to buy merchandise & services at stores/kiosks operated by Verizon or at verizon.com. Gift cards cannot be used at Verizon Authorized Retailer locations. Gift cards can be used to pay a Verizon Wireless or Fios bill by visiting Verizon.com or using the My Verizon app (wireless bills only) or My Fios app. Do not mail printed copy of digital gift card with your bill. For card balance call 1.800.876.4141 or dial #GIFT (#4438) from your wireless device. Gift cards are non-refundable and cannot be returned for a cash refund, except in those states as required by law. Use of gift card constitutes acceptance of all terms & conditions. Treat this card like cash, Verizon is not responsible for gift cards that have been lost, stolen, or damaged. Gift cards do not expire and are not subject to dormancy or other fees. Gift cards may not be used for resale, advertising, marketing, sweepstakes or other promotional purposes without consent. Offer not available to Visible customers. Valid at participating locations only.

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Re: Rebate not being validated - rebate language changed

Customer Support

lets, I totally understand how you feel about the rebate, however, the details of the offer are made clear on our website. I truly apologize for any inconvenience this may cause. Also, what agreement did you agree to? Please provide more details. 

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Re: Rebate not being validated - rebate language changed

Member

Thanks for the quick reply. On the device ordering page, it said the rebate was valid  "with device payment". I paid for my device up front, so I meet that requirement.

Now when I log into the rebate center, it says "with monthly device payment". That is new. You should honor the language of the initial wording on the ordering website.

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Re: Rebate not being validated - rebate language changed

Member

correction: "it says "on device payment", not "with device payment", but the meaning is the same. If the device is paid for then it meets this requirement.

The exact wording is listed in full on my original post.

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Re: Rebate not being validated - rebate language changed

Member

One more correction - hopefully the last one. The rebate site actually has the same language - it say "on device payment". When I chatted with a Verizon rebate person earlier today, they said I was not entitled to the rebate because I paid for my phones in full and not on a monthly plan. But no where in the fine print does it say that. It only says "on device payment". I paid for my devices.

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Re: Rebate not being validated - rebate language changed

Novice

Based on what you provided, it sounds like Verizon owes you two $250 gift cards.  The only "hook" on  the luring you to Verizon is that you need to remain a customer for 12 months.  If you don't, they'll charge back the rebate(s).   - -   It sounds like you must have purchased your phones online, so no one was available to tell you that you don't qualify for the rebates.

It's amazing how a "giant in the communication industry" (Verizon) oftentimes  misses the mark on their communications with customers...  they need to do a little better on lots of it.  Oftentimes they bury important details in small print somewhere... 

Re: Rebate not being validated - rebate language changed

Member

Correct, I purchased the device online, and when I selected pay for device in full, the rebate was still listed as available.

Prior to this I had been an AT&T customer for 10 years. We are not off to a good start with Verizon. You would think Verizon would be interested in keeping a customer who is able to pay for 2 new iPhones up front.  I am still in my 14 day return window, will likely be returning my phones in the next 2 days if this is not resolved properly.

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Re: Rebate not being validated - rebate language changed

Customer Support

I know it needs to be clearer, and the promotion should do more to spell out the parameters of what is meant when saying "on device payment" . The device payment method of payment details can be found here: 
https://www.verizon.com/support/device-payment-faqs/

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Re: Rebate not being validated - rebate language changed

Sr. Member

Think the 2 replies from them are like splitting hairs seems to me if the site said all good and everything was met than it should be honored by them no question asked

Re: Rebate not being validated - rebate language changed

Novice

Lets-

You are getting messed up for sure.  And notice than none of Verizon reps here will help you out.  - - If you've been away from ATT long enough they might give you a sweetheart deal to come back... or you might check out T-mobile if it works well in your area.  - - I'm fairly sure Tpmobile's 5G is better than the Verizon Nationwide Plan that was just rolled out... it's a joke and worse than their 4G LTE.  

"Normally" a  manager would take hold of a situation like yours and "make a management decision" since Verizon made a mistake... But that's "normally"... I've dealt with one of the highest people in Verizon (Executive Vice President) and even after telling them they didn't do what they promised, and being told they would fulfill their promise, "they still didn't"!!! - - And I've only been a Verizon Customer for about 20 years... - - Unfortunately, their "overall service" has really gone downhill!

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