Wow! OMG, I woke up this morning feeling panicky because I've not seen a bill nor has Verizon hit my Bank Account for the 'auto-payment'. It has only been 3-weeks since I had the 48 hour nightmare of following Capital One's recommendation on the Galaxy S24+ deal from Verizon. So, 3/17/25, I filled out the application and after several hours was approved for the phone and shipping. When I awakened Mon 3/18 am, I realized that a f/u msg had been sent by Verizon requesting several forms of identification to provide proof of address. No worries, I had a valid driver's license, passport, va medical appointments, va medical card, auto registration. But i panicked when the iPhone's (that I was replacing) failing screen wasn't allowing me to take the photo using the Verizon portal. I could take the photos with the phones camera, so I did and emailed them to the email address of the persons whom I was online with. We had done hours of back and forth getting me qualified the night before. So, I was becoming exhausted after seeing a day go past and my account still indicated 'On Hold'. Now on Tuesday, 3/19 at wit's end I get up the strength to call in again to realize my angst in finding out that the fraud protection team was holding the file because I hadn't sent the photocopies of the requested documents. The rep, Helen who stayed on the line with me as she understood what my technical problem was and as he escalated to her supervisor, and then the product protection team, and ultimately a senior fraud manager. As a retired Sheriff w/over 30 years in some area of law enforcement and judiciary, my background wouldn't nor shouldn't be hard to confirm and if I had already qualified through the financial system, confirming the results of my personal data would sustain even that level of scrutiny.
So, after a couple hours of that, I was told to try going into a local Verizon store and allow them to see my documents in person and.or upload them for me into their system. I agreed to do that, with NO expectation that I'd get someone in my (LV) market with the ability or the inclination to do that. So, true to that expectation the first store I went to Richard met me at the door with such a nonchalant manner that I almost just turned and walked but I've now invested 4 hrs into this acquisition of a PHONE...not a car or boat my lord. So, I tell the young lad, that reps and fraud mgrs suggested that I come into a store and ask if you guys can upload my documents of proof of my local address. He quickly answered, "We can't do that." Showed him my approva, reciept and Billing projection. So, he took it called into corporate and came back where he left me sitting and handed me his cell phone, on speaker with another Fraud Manager beginnng the entire process over that I had done on the phone for the previous 2 hrs and now to do that in front of room full of customers. I simply gave Richard the phone back and left. Stopped a couple more stores and finally ended up at the Town Square Verizon corporate store by the airport. John the store mgr greeted me warmly and directed me over to an area so I could explain my dilemma, right away diminishing my anxiety tremendously. As I pulled out all my documents and continued to explain, his colleague Misty showed up and essentially took over. She was a hurricane of customer service, disputing what I was told on the phone, and certainly not defending the behavior of the previous store rep Richard. Seemingly, knew the young man and his work ethic very well. Nonetheless, Misty was able to get to the escalation of the existing order right away until she like I had the night before run into the willful uncooperative nature of the product protection team who after and extensive wait, just disconnected from his own colleague just like they had done to me. Unfazed, Misty was right back on the phone 'apologizing' for getting rudely and unprofessionally disconnected but not taking NO for an answer was able to get the fraud clearance (without sending any of the documents), the online order canceled out, and a new purchase from their store. She promised me the same phone at the same price.
While finally and happily wrapping up the sale and all of us (sales crew, Misty and John) with relieved smiles the made sure to encourage me to complete the survey. I don't feel pressure to comment on services rendered before the services are rendered, so I certainly intended on waiting on billing to occur. One main reason why is that in that online purchase of the S25+ /Unlimited Talk Plan was quoted as follows: $83.75 upfront taxes w/a Ongoing Monthly estimate of $90. When Misty finished she presented me with the same $83.75 taxes, But $144.98 as an Ongoing Monthly estimate. She said that bill would ultimately come down to $85-$90 per month.
So with only 3-weeks into this deal, I anxiously await my first bill at somewhere around $144. I budgeted for that. I get paid once per month (Veteran's pay), and though I had to have a new phone, the roof over my head is more crucial. So When there is no debit from my bank account and the only Notice I have is that after the $200 initial Rebate, My balance was -$35.00. So, Go online every other day to see my 1st bill and its due date. I had to change my password 3-times and go the the online verification process as many times to finally get into my account. Then finally I see 2 bills there; 1 for March 19-April 18 @($129.29 and a May 3 bill @($124.61). It appears that the intent is to charge my account on April 10 (3 weeks from purchase) with a ungodly $253.9. Tack on the $83.75 I paid up front, that's $337.65 PAID IN 3 WEEKS OF PURCHASE. I wasn't told THAT. Misty related that the 1st bill would be slightly more than the next bill, but she didn't say that I'd be getting 2 bills at once. You could have just asked for the $213 up front and then bill me in April . This IS madness. After my April 1st Mortgage payment I will NOT have $253 remaining. Actually, there is less than $250 left in my account after the house pymt is accounted for. That's for groceries until the end of the month when I'm paid again. That's an American Reality! I'm clearly perplexed to have this stress on the 1st payment but would have never agreed to 2 initial payments knowing what my budget constraints are. So, though I love the phone, If I need to pack it up and get it back to Verizon, I will do that. There will NOT be $253 available in my checking account on April 10th. I get paid on April 22nd. Roof over my head--or cell phone?
Misty, single-handed saved this deal as I had buyer's remorse before I ever go to her store. She was the epitome of a professional sales person, displaying empathy, patience, and a ton of product and internal corporations procedural knowledge to facilitate the objective outcome. She sold me a phone. $50 more than online purchase with add-ons that I don't need. Sold me $30 worth of TV stuff, but not even a charge chord in the box. Most importantly, I had no idea that I would get a bill for 2 months in a matter of 3-weeks. Pretty disappointed. Not sure how Capital One could recommend this kind of outcome.
