I have been a loyal Verizon customer for over 8 years, consistently paying a monthly bill in the range of $300. I’ve also paid for Asurion phone insurance throughout this time, trusting it would provide reliable coverage for any device issues.
Recently, a family member who was on our shared plan moved to a different state (California) and found that Verizon’s coverage was inadequate there. As a result, they decided to switch to a different carrier.
To adjust to this change and potentially lower my monthly expenses, I reached out to Verizon customer service. I spent over 2 hours on the call, explicitly asking for options to reduce my bill. However, instead of offering a solution to decrease costs, the representative suggested adding a new line. Despite my concerns, I agreed, trusting that this would be beneficial.
Unfortunately, after following their advice, my bill increased by $80 instead of decreasing. This experience was incredibly frustrating, as I felt misled and that my time was wasted.
Adding to my dissatisfaction, I recently experienced a malfunction with my iPhone 13 Pro, which should be covered under my Asurion insurance. Despite paying for this insurance for 8 years, when I requested a replacement due to the device malfunction, I was asked to pay an additional $100 fee for a phone replacement. This was unacceptable, especially given the consistent payments for insurance coverage that I expected would protect against such issues. On this 8 years we requested a phone replacement twice. So from a statistical and mathematical perspective, this coverage has cost me nearly $5,760 in premiums alone, making it clear that the service is not worth it given how infrequently it has been used.
Overall, I am extremely disappointed with the poor customer service, misleading billing advice, and the insurance experience. I am done with Verizon. I will be cancelling my service and taking my business elsewhere. I am no longer willing to waste my time or money dealing with what feels like deceptive practices.
