Executive Escalation requested on behalf of BYOD $250

Miembro

Hola 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. Para el canje, los clientes deben enviar el dispositivo en un plazo de 30 días a partir de la fecha de activación y  debe permanecer activado dentro de los 45 días consecutivos. Nos reservamos el derecho de devolver el monto de la tarjeta Mastercard® prepagada si el servicio se cancela dentro de los 6 meses. No se puede combinar con otras ofertas promocionales. Tu tarjeta Mastercard prepagada de $250 se enviará por el Servicio Postal de EE. UU. dentro de las 8 semanas luego de recibir el reclamo, a la dirección de facturación registrada con Verizon Wireless. Esta tarjeta es emitida por SUNRISE BANKS N.A., Miembro FDIC, conforme a una licencia de Mastercard International Incorporated. Mastercard es una marca comercial registrada de Mastercard International Incorporated. Las tarjetas no tendrán acceso a efectivo y se pueden usar en cualquier lugar donde se acepten las tarjetas de débito Mastercard. Cargo por activación/línea: $30. INFORMACIÓN IMPORTANTE PARA EL CLIENTE: sujeto a acuerdos de VZW, al plan de llamadas y a la aprobación de crédito. Las ofertas y la cobertura, que varían según el servicio, no están disponibles en todas las áreas; consulte 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

Servicio al cliente de Verizon Wireless

--- 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".

Visita vzw.com/digitalrebatecenter para canjear la oferta con el código BYOD250. Recibe una tarjeta Mastercard® prepagada de $250 cuando cambias tu número desde cualquier proveedor de servicio móvil y activas tu propio smartphone 4G en una línea nueva de Verizon pospagada con un plan elegible entre el 1/10/19 y el 2/7/19. Oferta disponible solo en vzw.com. Para el canje, los clientes deben enviar el dispositivo en un plazo de 30 días a partir de la fecha de activación y  debe permanecer activado dentro de los 45 días consecutivos. Nos reservamos el derecho de cobrar el monto de la tarjeta Mastercard® prepagada si el servicio se cancela dentro de los 6 meses. No se puede combinar con otras ofertas promocionales. Tu tarjeta Mastercard prepagada de $250 se enviará por el Servicio Postal de EE. UU. dentro de las 8 semanas luego de recibir el reclamo, a la dirección de facturación registrada con Verizon Wireless. Esta tarjeta es emitida por SUNRISE BANKS N.A., Miembro FDIC, conforme a una licencia de Mastercard International Incorporated. Mastercard es una marca comercial registrada de Mastercard International Incorporated. Las tarjetas no tendrán acceso a efectivo y se pueden usar en cualquier lugar donde se acepten las tarjetas de débito Mastercard. Cargo por activación/línea: $30. INFORMACIÓN IMPORTANTE PARA EL CLIENTE: sujeto a acuerdos de VZW, al plan de llamadas y a la aprobación de crédito. Las ofertas y la cobertura, que varían según el servicio, no están disponibles en todas las áreas; consulte vzw.com.

Please advise that this will be escalated.

Gracias,

Randall [removed]

From: verizon@bhnetwork.com <verizon@bhnetwork.com>
Enviado: miércoles, 27 de marzo de 2019 10:29 p. m.
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

Servicio al cliente de Verizon Wireless

--- 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

 

Muchas gracias

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.

Muchas gracias 

Randall

Personal Infomration deleted by Verizon Moderator