Didn't get what I asked for

charleyrich99

I spent over two hours on chat with Verizon requesting an upgrade without a cost increase.

I asked to keep my current plan and insurance and upgrade me from an S21 Ultra to an S25 or S25+. I also requested they waive the activation fee as I am a long time customer.

The agent promised he had a quote for me that delivered all of that. But then he sent me a quote that still charged the activation fee, was missing the promotional credit and was missing the insurance and was a higher charge than my current bill.

I asked to speak to a manager and the manager's response was "I hope you know we are not running a charity". Is this all I can expect from Verizon?

Albrean_VZ

I apologize about your experience. Thank you for being a long standing valued customer. Normally an activation fee is charged when a device is activated on a new line. If you would like an agent to take a look at your account to make sure your plan and features are set up correctly, we recommend reaching out to one of our official support channels for any account-specific assistance listed below as the community undergoes backend updates. We also want to look over your account to gather information and share feedback regarding the comments made with the manager you were working with. Our teams are ready to support you.

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