I am very frustrated with Verizon and their customer service (or lack thereof). I was offered the iPhone 13 free promo deal (w/ device trade-in) in the Verizon app. I ordered the iPhone 13 through the Verizon app. While I was waiting to receive my phone, my brother contacted me to let me know that he was trying to get the same deal at a Verizon store (he has the same plan and phone as me to trade-in). He was told at the Verizon store that he would get $400 (w/ device trade-in) towards an iPhone 13 instead of a free iPhone 13 (w/ device trade-in). The Verizon store told him this was due to us being on the Start unlimited plan instead of the Play Unlimited or other "premium" plans. Well my iPhone 13 that I already had ordered arrived but I didn't want to be charged any extra fees or not get the full deal promised to me by Verizon, so I contacted Verizon. Sure enough, Verizon said we don't know why you were offered that deal but you have to upgrade your plan to get the deal. I told them I have no interest in a more "premium" plan and I am not going to pay more money for a deal that was offered to me. So now I have to return the iPhone 13.
To summarize: Verizon promised me a deal that they then said I would have to upgrade my plan to receive the deal. I am a busy student who doesn't have extra money to spend on a more premium plan that I don't need and I also don't have time to waste talking to Verizon customer service reps to settle all of this nonsense and go through the process to return the phone. I completely understand that the Verizon app probably offered this deal to me by mistake or a technical glitch, but Verizon should own their mistake and let a long tenured customer receive the deal they were promised. I am very likely to switch providers because of this and a laundry list of other customer service and promotional deals that have gone awry with Verizon. Verizon, you need to do better!
