| would like to speak with someone from the leadership team and file a formal complaint for an authorized Verizon Wireless store located at 1109 N Bethlehem Pike Unit A Spring House, PA 19477.
On January 27, 2024, I went to this Verizon store to upgrade my phone. There was a promotion going on at that time for a trade-in for an upgrade. So, I took my iphone 8 plus and asked for an upgrade. The store clerk told me that my phone was too old and that Verizon does not take it. Then, he pulled my account and told me that I can keep the phone and get the new iphone plus (13) with great deals and get it for almost free. He also told me that when he pulled my account, he saw that it showed that I’ve been chosen to take home a Home Internet Gateway, which is a new 5G home service. I told him that I don’t want it, but he said that I have to take it because Verizon will ship it to my house to try it out even if I don’t take it that day from the store. He said it’s easy and that I just have to plug it in at home, get it connected and then return it. He said this is a new thing that Verizon is trying out and that I must take it. So, I reluctantly took it.
He then asked the store manager for a good deal for the new phone and he said that if I write a nice Google review for their store with a 5 star, they’ll get me a good deal, which I did. They told me that my monthly bill for 2 lines is currently $131.20. But with the upgrade and special store discounts, he can lower my monthly bill to $116.11 per month. So, that day, I paid $167.68 for the activation of the new phone and went home happy that day.
However, a week later when I received my online bill, it showed that I’ve been charged for the full price of the phone. Now, my new bill for the month of March is $396.45, which is not $116.11 as the store clerk promised me. When I called the Verizon customer service and spoke with Zoe regarding this, she told me that I’ve been conned. She told me that Verizon does accept trade-ins for iphone 8 and there is no such thing as “being chosen” to try out the Home Internet Gateway for customers.
I am beside myself right now. I’m thinking about terminating my contract and canceling my service altogether. Their dishonesty and unethical business practice needs to be addressed. This is especially true as they represent and do business on behalf of Verizon. Moreover, Verizon should take responsibility for their wrongdoing and rectify this issue for their customers. Please let me know who I can speak and how to reach them to discuss this issue.
