Verizon Wireless misrepresented a promotion, lacked transparency, provided inaccurate information and participated in a bait-and-switch.
On January 7th, 2025, I contacted Verizon customer care regarding a charge on my account. During the call, the representative, Jude, informed me of a promotion offering a free iPhone with a new line. He assured me that I could transfer the phone to an existing line and disconnect the new line without any additional charges or issues. I would only be responsible for paying the taxes. At first, I had zero interest and multiple times, I expressed skepticism about the conditions, but Jude repeatedly assured me that the new line would be temporary and easily disconnected, and that there would be no extra costs or risks once the agreement was transferred to an existing line.
Based on these assurances, I proceeded with the purchase and a new line was created. I requested Jude to note the conversation on my account for future reference, which I found out later that he failed to do.
On January 16th, I called Verizon customer care and activated the new iPhone and transferred it to an existing line. They told me that the new line was disconnected, however, I encountered activation issues that was resolved by tech support right after. I thought all was fine.
The following day, I noticed the new line was still active on my account. I called Verizon again and a representative then informed me that I could not disconnect the line without paying the full retail price of the phone. Additionally, I was informed that I would be charged extra for the larger iPhone model, which I did not select. I was not informed of the different iPhone models available, and Jude had selected a more expensive option without my knowledge or input. If I wanted to keep the phone, I would have to pay additional for the upgrade, for the larger iPhone model that I did not choose, for a new line that I would not use, and for a new more expensive plan.
I had already gifted the phone to my son for his birthday and purchased accessories. Now, I am facing the potential of paying the full phone price, extra charges for the larger model, a restocking fee upon return, and additional accessories that I had already purchased for the phone, all while having to disappoint my son by taking the phone back.
This experience has been extremely frustrating and unprofessional and has caused significant inconvenience, disappointment, financial stress, and heartbreak for me having to take back a gift from my son. As a loyal customer of 18 years, I am deeply disappointed and want Verizon and the rep who mislead me to be held accountable.
I request that Verizon retrieve and review the recording of my phone call with customer service representative Jude on January 7th, 2025, at approximately 15:30. I believe this recording will demonstrate that I was misinformed about the terms of a free iPhone promotion, specifically regarding the ability to transfer the phone to an existing line and disconnect the new line without incurring additional charges.
I request that Verizon honor the terms of the promotion as they were presented to me during that phone call.
