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Promised Discount Not Applied

rempson
Novice

At the end of March, I received a notice that I was eligible to upgrade to the Iphone XR with a $300 discount.  No small print stating it must be a new line, no small print that it must be with Unlimited Plan.  Too good to be true, I went through the motions of ordering online to see if discount appeared or not.  

About then, "Alex" the Vz CSR appeared in chat and offered help.  I asked him about the discount, he assured me that he would apply the discount on his end.  I asked if I needed a new line.  Nope, he said.  I asked if Unlimited Plan was required.  He assured me I could keep my current plan of 5 GB for $55 a month.  He said my new phone would be $12.50 off a month, which would appear on my bill.

I then went on to ask about trading in my old phone and he gave me a link to see trade-in value.  It said my phone was worth $180 trade-in. Alex explained that I would get an additional $7.50 a month discount toward new phone purchase, making my monthly payment of my new Iphone $11.50.  He quoted me a total monthly bill of $66..xx .  I asked Alex if I could have everything he told me in writing and he said I could have transcript of our conversation emailed to me.  Which I did.

Stating that if for sure his numbers were all accurrate and I would receive $300 off plus trade-in, I would go ahead and order new Iphone.  Alex informed me he already applied $300 discount to my account and I would begin to see the monthly discount of $12.50 within 1-2 billing cycles.  We ordered the phone, I did the request for trade-in and all seemed well.

My trade-in was processed quickly, but instead of monthtly discount of $7.50, the entire $180 was applied on my account and I was okay with that.  Got my first bill and there wasn't a $12.50 discount on my phone.  I chatted with Vz online and was assured they could see the $300 discount on my account and it would begin next billing cycle.

Second billing cylce came around and still no $12.50 discount.  I again reached out via chat to Vz and this time I was asked "did you get a new line?" "didn't  you do a trade-in?".  I  answered both questions and was told they read my transcript with Alex and this current CSR was going to file a report and escalate to promo department and I would hear within 7 days.  On day 8, I again contacted Vz to say "hey no one got back to me" and she said she could read everything and she was going to contact her superiors and I would hear within 3 days.  Today is day four and still no response.

Today all print outs of my conversations with Verizon go to the BBB, along with a complaint that I am going to file.  I am pretty sure that when I have in writing what Verizon quoted me prior to the sale and promised after, all constitutes an agreement and I am confident that the BBB will side with me.  

I have been a Vz customer since 2006 and this is the first time they have failed to keep their word to me.   

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Re: Promised Discount Not Applied

rempson
Novice

I would like to say that this has been resolved.  After reaching out via Messenger and including original transcript with Verizon which clearly stated I would receive $300 Promo PLUS trade-in for upgrade, I got someone to pay attention.

He immediately checked into it and stated although I couldn't have $300 promo ($12.50 month off device payment), he could apply a $300 credit to my bill because that is what I was told I would receive prior to making my purchase decision.

I appreciate the fact that Verizon stood behind what I was told and honored their word.

Re: Promised Discount Not Applied

Community Manager
Community Manager

rempson, thank you for reaching out to us. When did you purchase the device?

LauraL_VZW

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Re: Promised Discount Not Applied

boringusername
Sr. Member

If peole would just do this stuff online they woud avoid this. You would see the terms if you choose to and you wouldn't mistakeningly be told or mistakeninglt hear things you want to hear.

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Re: Promised Discount Not Applied

rempson
Novice

I did do this online.  That's why I have a copy of the transcript and what the Vz representative said . So I didn't "hear what I wanted to", rather I asked the right questions and I have his responses recorded. 

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Re: Promised Discount Not Applied

rempson
Novice

March 29th.  

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Re: Promised Discount Not Applied

rempson
Novice

I would like to say that this has been resolved.  After reaching out via Messenger and including original transcript with Verizon which clearly stated I would receive $300 Promo PLUS trade-in for upgrade, I got someone to pay attention.

He immediately checked into it and stated although I couldn't have $300 promo ($12.50 month off device payment), he could apply a $300 credit to my bill because that is what I was told I would receive prior to making my purchase decision.

I appreciate the fact that Verizon stood behind what I was told and honored their word.

Re: Promised Discount Not Applied

Community Manager
Community Manager

We're happy to hear that you've had this issue resolved, rempson. Please don't hesistate to reach out to us, we're always happy to help and are open 24/7 to assist you. CecileC_VZW

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