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Upgrade and Billing Problems

Hello - I recently tried to upgrade my daughter's Gizmo to an Apple Watch. The order went through with no issues (besides the additional verification) and the local store processed the Gizmo credit. Upon setting up the watch, it did not let me do the upgrade and instead created a new number and account. My service still shows the Gizmo as active and the Gizmo and the Watch now have multiple charges including 2 activation fees for my next month's bill. I have not had luck resolving this yet and would appreciate any help or advice. Thank you!

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Verizon_Support

Glad you reached out here! Let's take a look at what has happened and get this sorted out. I am sending you a private message so we can get into the details. We will meet you there!

-Deb

SynthpopAddict

I've heard conflicting information on whether or not a Gizmo watch line can be upgraded to a regular smartwatch line. Some say yes, others no. From what you're describing, someone messed up the first time with doing an upgrade, and either the Gizmo line cannot be upgraded, so then another smartwatch line got created when you activated the Apple Watch. Or 2 orders got put into the system for some other reason. You won't be able to get rid of one of the activation fees, but should be refunded for the second activation fee. If the Gizmo line is still showing as "active" and there is not a way to have it converted to a standard smartwatch line, you will have to disconnect the Gizmo line and use the new number/new line for the Apple Watch.

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