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Not being a company of your word

I was told by a representative that i would be able to upgrade after 6 months of payments on time with a monthly payment plan, my phone doesn't work unless it's on speaker and I have to repeat myself several times for anyone to understand me, I asked if I could upgrade a week early before my 6th month I make all my payments 2 weeks early the man agreed, they transferred me to sales and they said I couldn't and he didn't say what he said like I was lying, very short with me, before I could send the conversation to my email the chat ended so I have the screenshot, I'm used to you all being very helpful and I I would've made all my payments on time like I have been, it's like one person says one thing and another person has something completely different to say, had Verizon since I was a kid and just really unsatisfied with the customer service and consistency of your word it's the second time they've told me one thing and come back and tell me something completely different, I shouldn't have to save every conversation for me to be able to trust the company, hope it works out next week, until then I don't have a reliable phone.

Comments

Doggo

I've literally never heard of a 6 month payment plan with VZW for a phone. There is a 6 month DPP with smart watches, however.

For phones, it's 24 months with early upgrade options being available when 12 months worth of payments have been made for specific phone models (newer high end Apple and Samsung phones)

One bad rep does not make up the entire company, don't forget that.

boringusername

Doesn't matter if you saved the conversation. From your customer agreement

You can't rely on any other documents, or on what's said by any Sales or Customer Service Representatives, and you have no other rights regarding Service or this agreement

PARAKLHTOJ

I meant a payment plan for a phone to upgrade not a free one.

PARAKLHTOJ

Any company I've ever dealt with my whole life, if you speak to a representative, and they tell you they'll do something, or post something for a price advertised, they always make things right regarding it whether the customer service agent is right or not it's a bout doing good business to keep customers satisfied, a good reputation attracts more customers, NOT LIKE THEY NEED IT LOL, Verizon's name brand to me, I love them like I said I've been with them since I was a kid I just felt like they could've worked with me a little more on this

boringusername

PARAKLHTOJ wrote:
Any company I've ever dealt with my whole life, if you speak to a representative, and they tell you they'll do something, or post something for a price advertised, they always make things right regarding it whether the customer service agent is right or not it's a bout doing good business to keep customers satisfied, a good reputation attracts more customers, NOT LIKE THEY NEED IT LOL, Verizon's name brand to me, I love them like I said I've been with them since I was a kid I just felt like they could've worked with me a little more on this

Verizon CS reps do not have this magical power to change company policy.

Verizon_Support

Hello, PARAKLHTOJ. When you first open your account, your Bill to Account eligibility is determined by a credit check. This is normally reviewed after six months, and adjusted for your history with Verizon Wireless. This would most likely be the reason that you were unable to purchase a new phone on Device Payments yet. If you sign into your MyVerizon page, and go to the shop for devices section, you will see a monthly price once the system has some eligibility. After that sales will be able to tell you if you will have to pay part of the phone initially.

MatthewG_VZW
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