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Took away promotional credit

On November 8, I went into a Verizon Corporate store to discuss changing my plans. After some discussion the Verizon worker assured me that nothing would “change” regarding benefits, just a lower price. I confirmed this twice. I made changes, adjusting my plan to lower cost. (I got a rate increase twice over 6 months so I wanted to save $). A few weeks later I got a notice that my promotional credits (I traded 2 phones in) were invalid because I switched to a lower plan!! The Verizon Store worker DID NOT tell me this! *I also called immediately when I got the email and the customer service representative ASSURED me that my plan would be “okay” for the promo credits.

I have been to the store, online chat multiple times, and on the phone 5 times trying to get the promotional credit reinstated on my bill. I have had no luck and seriously considering paying off and finding another company.

NO ONE at Verizon seems to care about my situation or can get an easy situation rendered!!!

Sincerely,

Beyond Frustrated

Comments

Verizon_Support

We definitely want to help with your concern. Was the plan change set up for the next billing cycle? Did the agent switch your plan back when you called? ~Peter

bell239

You must understand, On Nov.8, you broke the contract for change any thing in the TRADE-IN

Harristamaa5

the plan was not changed back because customer service told me that I didn’t need to, my plan was fine (which it was not according to my bill). It is beyond frustrating to not get answers from ANYONE at Verizon. We were told that our plan was fine to accept the credits, but apparently it was not!

Verizon_Support

Thank you for those additional details. We'll be sending you a Private Message to see if there are any options available through your account.

-Melissa

Verizon_Support

Hey there, just checking in; do you still need assistance with your plan?

-Cait

19JD75

Customer service is beyond useless. Had similar issues on upgrading 3 phones. Many months into their device promo credits I was baited into switching plans. Wasn’t told I’d lose the device credits if I changed plans. When I got emails saying I was losing the promo credits, I spoke with customer service and they ASSURED me I wasn’t going to lose the credits. But I did lose the credits and now they’ve stuck me with paying the balance of each phone to the tune of over $250 per phone (x3) even though the original cost of the phones were based on eligible upgrades. Customer service says “oh, we’re going to help you get that resolved,” but they don’t. I now DESPISE Verizon and I’ve been with them over 20 years.

Verizon_Support

Hello 19JD75, we hate to hear that you had problems with your promotions. So we can better assist, we will be reaching out via Private message. -Dee

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