We transferred our service from T-Mobile to Verizon on May 30, 2025, and have experienced continuous issues since that day.
- Initial Activation Delay:
It took over 4 hours just to transfer our phone lines during activation. - iPhone 16 Promotion Confusion:
We were offered a promotion of approximately $930 off an iPhone 16 with a trade-in and were told we would only pay around $120 for the device. The representative assisting us promised to follow up with a phone call, but we never received any follow-up. - Attempt to Upgrade to iPhone 16 Plus:
When we later decided to upgrade to the iPhone 16 Plus, we were told at the store that they couldn’t process the return and we would have to call customer service.
After speaking with a representative over the phone, we were told of a new promotion that required no trade-in, and we would still receive the $930 credit as part of the Welcome Plan. Fortunately, this was resolved at one point when we saw this credit reflected in our Verizon account. - Trade-in Miscommunication:
Despite being told no trade-in was needed, we later received an email requesting us to trade in the phone. We had to call Verizon again, and someone eventually cleared this up. - Billing Issues:
- Our second-month bill was $207, much higher than expected.
- We called multiple times and visited stores as instructed, but no one was able to resolve the issue. We were constantly referred back and forth between store representatives and phone support.
- Verizon applied promotional credits toward our bill, which we accepted due to being exhausted from trying to resolve these issues. However, the billing amount was inconsistent (e.g., the second-month charge showed around $80 instead of $207).
Line Swap Error and Massive Overcharge:
When we visited the Medford, MA store to simply swap phone lines, an employee mistakenly assigned two lines to the same IMEI. This error led to an additional over charge of $1,063 on our account.In summary, we have faced multiple issues including miscommunication, billing inconsistencies, unfulfilled promises, and now a major charge due to a Verizon store employee’s mistake. Despite many calls and store visits, no one has taken full ownership to resolve the situation.
