In-store rep tells me for $100, I can trade in my iPhone 11 for the iPhone 14, and go from my loyalty plan (20+year customer) to an unlimited plan for only a few dollars extra per month. So I buy the bundle (cord, adapter, case, screen protector $260) paid $308 total on my credit card. The rep sends me on an errand while he transfers data from my old phone. I return and he is with another customer and points to a bag for me to take, telling me I’m all set. Mind you, he’s sent my perfectly fine iPhone 11 back to Verizon. I Get home, there is no paperwork, no receipt. Next day I go back and ask about the missing receipt and why he did not offer the new phone to me in yellow? Second rep there says the first rep didn’t know it came in yellow and that he will order it for me and “you can trade in your new blue one when it arrives.” He adds the second new iPhone to my bill. I never get my receipt for either transaction. Next day I return again. He tells me he will have to remove the screen protector to add it to the yellow phone when it arrives but he’s not sure that can be done. I tell him forget the yellow phone, I’ll keep the blue one. He says no problem, we will cancel the transaction when it arrives to our store. A week or so later, I see the yellow phone has been charged to my bill and no credit has gone to my trade in. I go back into the store, and the first rep digs in a box next to his desk and pulls out the yellow phone. He tells me he has canceled the phone from my contract, but for 10 more days the charge never comes off my bill. I go back in to the store, the second rep says it was cancelled by him and he already sold the yellow phone I never took possession of to another customer the next day. It still never comes off my bill online. So I call Verizon. That rep tells me the two in-store reps knew better. They were not allowed to sell the yellow phone, and that it should have been sent back to Verizon. She says that was a “Big NO NO” and later says it was a “Huge mistake” and then tells me what the store did was fraudulent, and then tells me what they did was “Unbelievable” because they cannot take the pending yellow phone charge off my bill; a phone that someone else now has but magically has never activated. Verizon told me to return to the store. It just became a game of pointing fingers. I was told I had 30 days to change my mind before I was sold on this sales pitch to “buy a new iPhone 14 for $100” - and they changed my $92/mo plan to who knows what because I no longer trust what I’m being told. I simply want my old plan back, and my traded-in perfectly fine iPhone 11. Did I mention before I was sold this con bill of goods, I only went in the store to buy a new case and get a new screen protector? Yep, complete horse… they’d better fix it. Supposedly a supervisor from Verizon will call me tomorrow. We’ll see.
