On December 11, 2020 I received an offer for a "free" iPhone. I met all conditions of the offer; turned in old phone, set up auto pay, switched plan. Now the service techs tell me I will have to pay for the phone. At least they stopped telling me that it was just a paperwork issue. I am now resolved that as soon as my new SIM card comes from another carrier I am paying off the device and porting to a new carrier.
I contacted VerizonTelesales Solutions rep and he put a note in my customer file showing the original offer including the text of the original offer showing that they included a phone number to call (Verizon reps often lie and tell you that the customer did something wrong like call instead of click a link). The information about the return of my iPhone is also noted on my customer file. I have had two reps tell me everything I need to qualify for the offer is there. The last one told me that she has "never seen such a well-documented ticket, everything is there". The issue is that it is such an unusual retention offer that Verizon cannot find the code to enter into the system-so they keep charging me for a "free" phone. They have told me two that it will be fixed on the third billing cycle. Just got the bill for the third time since this started and there is a device charge. I was offered a free iPhone with 64 gb memory, I chose a 128 gb and should only have a device charge of around four dollars. Two reps at least understand everything, but they say an adjustment form has been filed, just wait five business days-well it has been ten since I heard that. Terrible way to treat a customer of nine years that is out of contract.
