Upgraded phone through the VZW app like we have multiple times before. VZW received the old phone on day 27 (30 day limit). My next bill had an additional $700 applied to it so I called the support line (not helpful at all) to determine the outrageous amount applied to my bill. After a 2 hour phone call with an outsourced customer service team, the rep said that said they’d have a credit applied to my account within 3-5 business days that would remove the erroneous charge. The credit was never applied within that timeframe. After another hour long call, a different VZW customer service rep had to be rebriefed on all of the original issues because they apparently didn’t have any documentation from my original call. Fortunately, I had exact dates and confirmation numbers to provide. Finally, the rep claimed the phone didn’t pass inspection and that my account would be suspended if I don’t pay the large fine. This was the exact opposite conversation I had on the original call. I’ve been a VZW customer my whole life. This inconsistency and lack of trust is why I will be switching to AT&T. I don’t usually take time to go to forums and create any statements but, I assume if this happened to me, its probably happening to more people. Hopefully this helps and prevents any frustration and vulnerable positions that VZW can put you in.
