CASE UPDATE: Verizon’s Promises to Deliver Incentives to Consumers Remain Unfulfilled

February 19, 2019 | Topic: Consumers

Since Lawsuit Filing, Bureau of Consumer Protection Continues to Receive Complaints—Despite Verizon’s Assurances That Issues Were Resolved

HARRISBURG — Attorney General Josh Shapiro today announced that in the week following his announcement of a lawsuit against Verizon Communications Inc. (“Verizon”) for failing to deliver promised incentives to consumers, the Attorney General’s Bureau of Consumer Protection has received notification from dozens of individuals that their issues have still not been resolved. This comes despite assurances from Verizon that the incentive redemption issues have been fixed.

Attorney General Shapiro encourages consumers who believe they have experienced issues with Verizon’s offer for a free Amazon Echo and/or Amazon Prime membership to contact the Bureau of Consumer Protection at 1-800-441-2555 or, or file a complaint at

According to the lawsuit, Verizon advertised to consumers that they would receive a free Amazon Echo and/or a free Amazon Prime subscription for beginning or renewing specific contracts between November-January 2018. However, consumers never received the necessary redemption hyperlink to obtain their incentive(s) as promised. Verizon did not correct the hyperlink problems for months and certain consumers never received their free Echo or Amazon Prime Membership, despite the company’s assurances to consumers that they would resolve the issue.

“Verizon has a legal responsibility to deliver on its promised incentives, yet they are continuing to fail consumers,” Attorney General Josh Shapiro said. “The company has offered repeated assurances that the redemption issues have been resolved, yet my Office is still hearing from consumers who haven’t received their incentives. The issues are ongoing and my Bureau of Consumer Protection will continue to defend Pennsylvanians’ right to an honest deal. If you have been affected, please file a complaint with my Office.”

The Attorney General’s complaint alleges that Verizon’s conduct constituted violations of the Pennsylvania Unfair Trade Practices and Consumer Protection Law. The lawsuit requests injunctive relief, restitution, civil penalties and other equitable relief as authorized by law. The lawsuit was filed by the Bureau’s Director, Sarah A. E. Frasch, Assistant Director, John M. Abel, and Attorney in Charge of the Philadelphia Office, Thomas J. Blessington.

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