- Report: #1499253
Complaint Review: Verizon Wireless - Basking Ridge NJ
-
Author Confirmed
Why?
Verizon Wireless
Basking Ridge, 02794 NJ, United States
Web:
www.verizonwireless.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Verizon Wireless Verizon Bait and Switch resulting in $500 less in incentives after being promised them multiple times Basking Ridge NJ
I was interested in purchasing 2 lines with incentives of $350 for each new line and $600 for each trade in totaling $950 ($1900 total) for two iPhone 11 Pros on July 18th, 2020. I had trouble ordering online, so I placed the order over the phone. The representative told me that I could receive both incentives. 5 days later, my order was canceled by Verizon stating that my identification had not been verified. I confirmed that they had received it and they verified it that day while I waited on the phone. I then placed the order again. I was again told that the incentives could be stacked. The next day I saw that one of the phones they were sending me was incorrect and I had to cancel the order.
After attempting to place the order again, I was informed that the incentives had expired. I raised the issue that it wasn't my fault and they let me know that I could submit a promotion escalation ticket, but that I'd need to sign up under the current promotion first. I spent hours unsuccessfully with others before I spoke with a supervisor who submitted it. She told me that I should get my full incentive value and that she would follow up. Unfortunately, one phone came back at $59 instead of the $600 I was promised and she never followed up. Contacting customer support following this was frustrating as nobody seemed to have a clear view of everything.
I was offered small credits that did not add to what I was promised. A month into this and probably over 20 hours either speaking or waiting to speak with customer service, I finally asked for a supervisor again. He told me that the two incentives were not stackable and that the incentives had not applied to either of my initial orders. It's funny how the evidence disappeared. He offered me credits that brought my total to $1400 - $500 less than what I was promised MULTIPLE times. I feel as though they fought me initially to avoid paying the incentives, but now it has now become a true bait and switch. I wouldn't have signed up for this, now I'm trapped.
1 Updates & Rebuttals
Kyle
Round Lake,Illinois,
United States
Resoved
#2Author of original report
Fri, September 11, 2020
Verizon Excecutive office called me in regards to the complaint I made with the BBB. They apologized for the experience and offered the reminder of the $1900 I was promised as a $500 credit. I accepted this as having resolved the issue.
This experience has left a bad taste in my mouth and having wasted hours of time. I'm not satisfied with Verizon as a whole, but I'm happy that they were able to live up to their original promise.
