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  • Just switched from ATT and upgraded to new Iphone 6s. People at store unable to correctly explain the trade in program and said we would be getting a $300 Visa gift card and $100 bill credit for trading in our Iphone 5s. I asked how do we get the trade in credit and was told that the information would be included in the box with the new phone. Phones arrived with no info. Called Verizon and was told that we would be getting a text message with a pin code to trade our devices. 2 days passed with no text message. Called Verizon and was told they had up to 5 business days to send a text. On day 5 text arrived and we spent 30 minutes filling out forms to get boxes to ship our old phones back to Verizon. Waited another 5 days for the empty boxes to arrive. The return paperwork said instead of a visa gift card we would receive a $300 bill credit in 3 or 4 months. I called Verizon to ask what happened to the gift card which all their advertising promotes. Was told that because I requested the trade in on their website I failed to ask for a gift card so a bill credit was the default for not asking. Verizon said that it was too late to change anything so I would not be getting the gift card. Then it was also explained that the gift card is not a Visa gift card but a Verizon gift card which can only be used at a Verizon store. Cannot understand how a communication company is unable to communicate. Every time I call Verizon I then get called back with a survey about how the customer service rep did their job. I never get a survey about the company and their poor communication and service. I feel sorry for their employees. Cannot understand how a company can use deceptive advertising and poor training of their own employees and survive. People who don't like AT&T should understand that Verizon is worse.
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