Dear Verizon Customer Service,
I am writing to express my dissatisfaction with the way my recent issue was handled regarding an error made by your employee. I was under the impression that Verizon would honor the mistake made by your team, but I have been informed that this will not be the case. This situation has left us extremely frustrated and disappointed.
In November an Employee (Mike at 1803 NE Pine Island Rd) told us we would receive a @WantMySamsungTV
Samsung TV if we switched our plan to Unlimited Plus and buy the Samsung galaxy S24 outright, so that's what we did. We followed up many times, and we were told everything went through, but we'd have to wait until Jan 6 to receive the TV, so we did. Since January 6, we've been back in forth on the phone and in person, because now we're being told he had us sign up for the wrong plan. It was supposed to be Unlimited Ultimate. And even though that employee and manager owned up to their mistake, there's still nothing that can be done and they wont honor it unless we want to up our bill to receive the TV.
We've reached out to customer service for clarification, and was assured that the issue would be rectified. However, despite your representative acknowledging the mistake, I have since been informed that Verizon will not honor the initial commitment or error made by your team. My option is to return the phone and pay a restock fee.
On top of this, he moved my phone line to the internet plan and we can't cancel our VZ internet that's not working in on our home.
So basically we're paying for a service we don't receive and paid for a phone outright because of this employees mistake, when I could have kept my same plan, and paid for the S25 when it came out.
As a loyal Verizon customer, I expect to be treated fairly and for any mistakes made by your staff to be corrected promptly. I request that you review this matter and take the appropriate steps to resolve it in a manner that reflects Verizon’s commitment to customer satisfaction.
Please let me know how you plan to address this issue. I've contacted phone support 4 times, and gone into the store 3 times now because nobody gets back to us. They all tell us to wait 7 days for an email and nobody ever responds.
I look forward to hearing from you and hope for a swift resolution.
Thank you for your attention to this matter.
