Left out the names just in case.
On Dec 24th, 2017 Evening i came into the Verizon store to inquire about the process of porting my two numbers from AT&T to Verizon. On my arrival, i was helped by XXX, i was told that verizon had a Buy one get one promotion for Iphone X and this would expire on Dec24th 2017 itself. As i sort out this to be a better option, i asked and confirmed that this was the offer and ported my two numbers and also bought 2 Iphone X. I was told that the BOGO (buy one get one) offer would be visible or kick in to the bills from 2nd or 3rd Billing cycle.
After waiting for few months, i did not see this offer getting reflected on my bill. So, i contacted customer care on March 26th 2018. I spoke to one of the representative : XXX, She re confirmed that i was eligible for the offer and would escalate it to the next level for resolution and should wait few days.
Again, i did not receive any communication back and i again called customer care on April 3rd, 2018. This time, they told me that they did not have this offer and i also spoke to her manager or some one higher ranked person i believe and she said the same thing.
I came to the store at Bellevue square on April 8th, 2018 and was told by XXX that she tried contacting Laurel and was not able to reach her and she would speak to Emily and get back to me by Wednesday that today April 11th, 2018. Not hearing back from her, i went to the store to be told by XXX,that i should go to Woodenville store as Laurel worked their (even though i bought my phone at bellevue square store) and try tracking her down.
I do not understand this customer support. First i was given wrong information and miss lead to buy the service. Now, instead of correcting this i am being thrown like a ball and asked to track people down. I would like to get this resolved ASAP. Please try to get this resolved. Hoping to hear back from you.
I apologize for any frustration as it relates to the bogo offer, Vamban15. Let me assist you further with this concern. Did you get any documentation on the offer when you got the phones? Did you do any trade in with the offer?
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I feel betrayed by verizon. On December 23rd, I added two new lines of service, and bought four new iPhone on and BOGO promotion. The promotion only says to activate and keep the lines active, and to buy the phones. When we were porting over my sisters phone number from ATT to the new line of service, the Verizon representative at the Verizon store cancelled the line and then opened a new line instead of a simple port of the line. This made that line no longer eligible for the promotion. I even asked him why he would do that, and if it made my phones not eligible for the promo. He assured me that was not the case. His actions made that line no longer eligible for the promotion. Even though we clearly activated a new line and have kept it open.
Secondly, before we bought the two extra phones, I asked customer service by phone and the Verizon representative in the store, if we had to use the actual physical phones on the activated lines. They both told me that as long as I bought the phones and activated the new lines of service that the promotion was valid. Now Verizon is telling me that it’s not the case.
We have a huge phone bill every month and have three families on my plan. We always pay on time. I have spent about 20 hours on the phone with customer service over the past two months trying to clear this up. Each representative on the phone has assured me (except the rep today) that these are mistakes by Verizon and this will be sorted out.
Verizon, can you please honor this promotion??
Your issue Is EXACTLY what happened to me. I went to the Chapel Hills Mall Verizon store on 24 Dec 2017 to purchase a new phone. When I got there, the manager convinced me that the iPhone 8 BOGO promotion was better than just buying the phone outright. Of course, it required that it be paid off in installments, which I didn’t want, but I went with it anyways. It also required the unlimited plan, which I also didnt want to switch too, but that had to be part of the deal. There was never any mention by the manager or in the paperwork of the requirement for a new additional line being added when I bought the phones. He also stated that the promotion would be credited on the 3rd billing cycle (March), and when that date came and went, I began contacting Verizon about the credit. I also recieved the same ”escalation”
run around you did, and eventually Verizon just blamed the manager who sold me the phones of being incompetent and lying to me. As far as I’m concerned, its been almost 8 months without an appropriate resolution, so Verizon is clearly in breach of contract, which voids the contract. I informed verizon twice that they are in breach of contract, and after today’s unpleasant conversation with them in which they now say I was never eligible for the promotion after telling me for months that the promotion credit should have been applied, I am returning the phones for what had better be a full refund and cancelling my service. Verizon is clearly in breach of the contract terms and conditions; whether or not they set out to commit fraud is debatable, but they are definitely not honoring their agreements.
I just download my first months bill and didn't get Bogo offer, when I called into customer service about problem they said I wasn't entitled for offer , I had the offer in saved chat session from Verizon but they said they would not honor the offer of 107 a month, the first bill was 242.73. I will be turning information over to New Hampshire states attorneys office Welcome | NH Department of Justice and hope any other customers with similar problems do the same so we can go after this short of abuse
Burdbee, we would never want you to feel this way about our services! Could you please provide me with more information on this situation?
I completed transaction of new phones online threw chat to get two phones, bogo from Verizon rep complete the transaction online I received phones and the first bill a month later. It didn’t include Bogo and I was charged for two phones ,, I called into customer service and was told I didn’t qualify.. What did I do wrong ??
Have forwarded information to the State attorney general office of New Hampshire.
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burdbee18, we greatly appreciate your business with your recent device purchases, but apologies for your experience with a BOGO offer. Your experience when purchasing new devices should always be a good one. We would like to take another look at the BOGO offer that was mentioned during the transaction with the Verizon representative. Please check your Private Messages on this platform for further assistance.
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If you want to honor your representative offer via chat , or the bill that was submit a month later.
Seems to be dishonest to me
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The same thing happened to me except I ordered over the phone instead of by chat. I've called customer service multiple times and 3 separate times I have filled out an 'escalation' form with 3 different people. Each time they promise a response in either 24-48 hours or 3-5 days and each time I never hear back. When I call to inquire about the situation it just starts the process all over again. I don't understand how you can sell phones as buy 1 get 1 and then charge for both??? I've never been so frustrated with a company or felt this taken advantage of.