We upgraded our iPhones recently. Shortly after, I got a text saying we had signed up for the Home Protect service. I checked our estimated bill and it was $25 more per month than the amount disclosed at the Verizon store where we got the phones. I called about this and the service rep said I had to remove the service myself on the app - they couldn't do it. I also spoke to someone in their complaint department to find out how an unauthorized charge could get added. I did that twice. Both times, the rep apologized profusely and PROMISED to investigate how this happened and to call me back to explain. I have received no follow-up call. This misrepresentation is unacceptable. Mistakes can happen but for both reps to not get back to me is terrible customer service. Has this happened to anyone else? Is it a one-off thing or a pattern?
