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Misleading Gift Card Promise - Really Disappointed...

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Registered: ‎11-25-2013

Misleading Gift Card Promise - Really Disappointed...

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I'm really sad and disappointed to see an entire thread for this matter. 

 

 A few months ago, disgruntled with Comcast who I had used since I moved out on my own over 10+ years ago, I saw a what seemed to be awesome online special for a Verizon Fios Triple play that included a $300 Visa Gift card. So I called the number on the website and spoke with very friendly representative who set up an appointment for me, and who told me about the details the package included.  Which when I hung up was made to believe included a $300 gift card.

 

The online special I believe was for $79.00 or $89.00 for a triple play deal for a 2 year contract. I remember the woman saying to me the only fee I'd have that was extra would be the installation, that everything else was free. And the installation fee would be split into 3 payments. I have just paid the 3rd one.  I have ONE cable box, I do not have cable in any other rooms in my apartment aside from my living room and I have no premium channels. 

 

I have been faithfully paying my bill as I was told, and was wondering where my gift card was.  I have been looking forward to this gift card and had been relying on it to help me with some of my Christmas purchases.  The reason I had even switched to Verizon is due to wanting to save money and was told that would be the case.

 

I called Verizon today and spoke with a woman in Customer Service who told me her name as "Miss White".  I had told her I was calling to ask about when my gift card would be arriving and she told me to hold as she was checking.  She came back to the line and informed me that I had chosen to waive the fee of $19.99 a month for multiple in room DVR.  I was so shocked I don't think I spoke for a minute and then told her I was never offered the choice.  If I were I would have went with the gift card. Not to mention I don't even need a multi room DVR when I just needed cable for -1- TV.  I was -never- told that there was an additional DVR fee. 

 

Miss White told me the details were probably mailed to me and I checked my email while on the phone with her and told her I had no record of any kind of email like that, and could she possibly find it in her system and re-send it to me.  Then she tells me she doesn't have my e-mail address in her system.  How is that even possible.  I only have -2- email accounts and I definitely gave at least one of them while on the phone the day I made the arrangements to switch companies.  She told me she was sorry but couldn't help me at all, and upset and almost in tears,  I told her well I won't be wasting anymore of her time and would just call back when I am not at work and speak with a Supervisor or someone who can.

 

After all of this I come online to see if this only happened to me and find a thread with numerous people who are having the same exact issue.  It's really disheartening, especially after I went and told a bunch of my friends and family how awesome Fios was so far and how customer service was so nice and blah blah blah.  Now I have to go back and tell them this.  I feel lied to and also feel like I was misled and misinformed.  You really shouldn't advertise promotions and make promises to people.  Some of us live paycheck to paycheck and switch to you because we think we are getting a deal.  Some of us were looking forward to that gift card to make Christmas better for our families.  I am one of those people.  

 

I had always been a Comcast Customer, and with all of their faults I will say this..  

 

When I signed up for their deal years ago I can honestly say the Nintendo DS that they promised as a promotional gift was delivered to me and it was delivered on time.

 

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Employee Employee
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Posts: 3,194
Registered: ‎04-10-2013

Re: Misleading Gift Card Promise - Really Disappointed...

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Hey Maraliciousxo,

 

Glad we were able to you in touch with a right specialist so they can offer some sort of resolution.  We have closed your support case. Feel free to make a new post anytime you need our help.

 

- Jose_VZ

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Registered: ‎09-10-2008

Re: Misleading Gift Card Promise - Really Disappointed...

Message 2 of 50
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Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

 

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

 



If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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Employee Employee
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Posts: 3,194
Registered: ‎04-10-2013

Re: Misleading Gift Card Promise - Really Disappointed...

Message 3 of 50
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Hey Maraliciousxo,

 

Glad we were able to you in touch with a right specialist so they can offer some sort of resolution.  We have closed your support case. Feel free to make a new post anytime you need our help.

 

- Jose_VZ

View solution in original post

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Contributor
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Posts: 1
Registered: ‎11-26-2013

Re: Misleading Gift Card Promise - Really Disappointed...

Message 4 of 50
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The same thing happened to me. My family and I decided to get Verizon FIOS when we received a flier in the mail in July for $79.99 a month which included a $300 pre paid Visa Card when we signed up online.  We officially got FIOS on July 21st. We called today to check the status of our card since it had been the 90 days stated in the fine print to wait, and the representative I spoke to said that we did not sign up for that extra bonus. They said that we waived the gift card in exchange for a monthly discount. I never signed up for that waiver. This was false advertising. If my friends get the same mailer, I will tell them not to sign up because they will get screwed like we did. As a person who has been in customer service, I always bent over backwards for the customer to make sure that they felt happy. I am not happy with the service right now. The $300 was going to be split amongst my wife, daughter and I to buy each other Christmas gifts. I guess the tree will be bare this year.

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Posts: 6,227
Registered: ‎04-29-2009

Re: Misleading Gift Card Promise - Really Disappointed...

Message 5 of 50
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Hello bt1971

 

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

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Employee Employee
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Posts: 3,194
Registered: ‎04-10-2013

Re: Misleading Gift Card Promise - Really Disappointed...

Message 6 of 50
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Hi bt1971,

 

Thanks you for letting us look into your concerns. If you ever require any assitance with your account or services. Feel free to post to the community here on the forums. If needed, we can escalate your issue and take a look into getting things resolved for you.

 

Thanks,

Ali Adam

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Posts: 2
Registered: ‎12-11-2013

Re: Misleading Gift Card Promise - Really Disappointed...

Message 7 of 50
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I signed up for FIOS on 12/26/2012 and got the following info in an email:

 

Your Service Includes**:

  • ·  1 Multi-Room DVR free for 12 months.
  • ·  $5 off for 24-Month Term Contract Discount
  • ·  $15 per month credit for 24 months.
  • ·  Non-recurring Charge Waiver for the FiOS Activation Fee.

·  To thank you for your choice to self install your FiOS service, you'll receive a $100 retail merchant card.

 

It has been one year and I never got the gift card.  I completely forgot about it until now.  Can I get some help from one of the support guys?

 

Thanks.

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Registered: ‎09-10-2008

Re: Misleading Gift Card Promise - Really Disappointed...

Message 8 of 50
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Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.

 

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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Employee Employee
Employee
Posts: 3,194
Registered: ‎04-10-2013

Re: Misleading Gift Card Promise - Really Disappointed...

Message 9 of 50
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z71mike,

       We re-sent the confirmation email for the gift card and you should have received it several days ago. At this time we are closing you're Private Support Case. If you have any additional questions about your account please feel free to make a new post and we'll be happy to help.

-Adam_VZ

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Posts: 2
Registered: ‎12-11-2013

Re: Misleading Gift Card Promise - Really Disappointed...

Message 10 of 50
(3,684 Views)

Hey, sorry for the lack of response.  But I don't log in to the forums on a daily basis.

 

Bottom line........I just got the promo email today, for the first time.  It must have been the one you re-sent, since I didn't get an initial one last week.

 

Issue is that it's for the wrong price.  I just chatted with support and they sent me back here.

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