A Mira Mesa couple says they were lured into renewing their cell phone plans with the purchase of new phones after being offered a promotional deal that was never honored.
Sylvia and Teofilo Reynoso says they weren’t planning on buying new iPhones when they went to their neighborhood Costco store in 2015. But, when they walked by the phone kiosk in the store, they say they were offered a deal they couldn’t refuse.
“[They said] if we renewed the contract that there was going to be an additional $400 Visa gift card that would be given to us from Verizon,” Teofilo said.
Teofilo said he thought it was a good deal, given the $400 gift card would cover the costs they would be paying for the new phones.
But months after they made the deal, the Reynosos said the money never arrived.
“We expected it within a month and it didn’t come,” Teofilo said.
Several times, Teofilo and Sylvia said they went back to the store kiosk to find out what happened to the money they were promised. Each time they were reassured that the money would arrive.
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“He said it was going to be credited to our statement in ten days,” Teofilo said.
The Reynosos waited, but said, there was no check or credit on their bill. The couple spoke to the kiosk supervisor but said it didn’t make a difference.
“They said it’s not their promotion, it was Verizon’s promotion,” Teofilo said.
The problem stretched out for nearly a year-and-a-half, according to Teofilo.
So, the Reynosos decided to call NBC 7 Responds for help.
We contacted Verizon. Company officials told us the Reynoso’s should not have been offered the $400 deal at the Costco kiosk in the first place because they didn’t qualify for it, but since the Reynosos didn’t know that and they’ve been long time customers, Verizon said they would honor the original deal and send them the money.
“It was a really astounding job that you guys did,” Teofilo said.
In an email, a spokesperson for Verizon said, "We strive to provide the world-class experience our customers expect and deserve -- at every touch point. In this case, we did not deliver on that promise. We appreciate Ms. Reynoso's business and will do our best to continue earning her loyalty."
NBC 7 Responds reached out to Costco but has not heard back from the company.
