We signed up for new service in May of 2022. Upon signing up, we were told we could trade in our iPhone 11’s and get two free iPhone 13 Pro Max’s via monthly bill credits.
We saw the promotional credits applied on our second bill. After 2 months, my wife’s phone stopped working, so she took in into the Verizon store. The rep was more interested in flirting with her than he was fixing her phone. He finally gave her a new phone, and 5 minutes after her walking out the door, I received several emails stating our promotional credits were removed from our account.
“Your device promotional credit has been removed from vour account because the device pavment agreement was canceled for mobile number ending in **** “
I went back into the store a few weeks later since I was out of town for work. I was in there for 3 hours, trying to resolve the issue. They were all incompetent and said they had to call customer service. That took another hour and a half. In the end, the manager told me she submitted a form for a promotional credit correction, and it should be applied starting the next billing cycle.
Spoiler alert, it was not. Since then, I’ve called Verizon several times, went into the store, and talked to them via chat, and they all tell me it should be reflected on my next bill. It has not. 14 months later, and I’m still paying for phones that I shouldn’t be.
I have read several posts similar to this. It seems like Verizon is pulling a bait and switch on their customers.
I need someone from management to reach out to me and fix this issue ASAP. The last rep I spoke with today told me to go back into the store again. I don’t want to have to do that again for them to tell me it’s fixed when it isn’t. Would someone from Senior Management please reach out to me?
