I have been a customer of verizon for awhile. My mom had it as well when I was on her phone plan, we used to love it. During the last few months since August, I've traded in two phones for upgrade. When I traded in my first device, I received a credit of $303 which was credited straight to my next billing cycle which was great. I then traded in another phone and was appraised $301 for the device and was told it would show on my next bill. I didn't see it added to my bill, but instead had a random $261 charge to my account. After calling multiple times, I finally reached someone through their texting service and after hours of communication I was assured that the charge of $261 and my credit amount of $301 that I had yet to receive would be fixed as well. During my next billing cycle I reached out again due to no credit added to my bill. This time I was told that I got a credit of $261, after I explained that the $261 was a mistake on their end and that is why is shows as credited they proceeded to tell me that the $301 would be dispersed over my next TWO billing cycles. Never saw it. Reached out again and explained the situation for the third time, and am now being showed that i OWE THEM $301. When I asked about it, I was told that I have to pay "back" the $301 because they were dispensing the amount in small batches monthly. I never once asked them to do this and I never originally got the $301 added to my account until I showed a CHARGE of $301. I've spoken to multiple people since this charge appeared and all of them either disconnect the conversation or stop responding to me. One lady named "Sarah" after awhile even got very rude towards me and when I asked to speak to a supervisor instead so things could get sorted out She specifically told me "Even the supervisor will inform you the same thing, as the policy is the same" and never transferred me or let me speak to anyone else. Since then I have chatted with 5 other agents and they keep disconnecting the chat or stop responding. I am beyond upset and have been treated absolutely terrible by their customer service agents.
