I am writing to formally escalate an unresolved billing issue related to a promotional offer made to me when I transferred my line to Verizon on November 27, 2025.
At the time of switching my wife’s line from Xfinity to Verizon, I was offered a promotion that included:
- An upgrade to an iPhone 17 Pro at no cost and no trade-in, and
- Verizon paying off the remaining balance of $183.39 on my previous device. Attached the screenshot of outstanding dues.
Based on this offer, I proceeded with transferring my line to Verizon. The transition itself was smooth; however, I have not received the promised $183.30 credit to date which was supposed to be processed within 45 days of transfer of line.
I opened a case with Verizon customer service (Case #*****). I was initially informed that the amount would be issued in the form of a Verizon gift card. However, I was later notified that I must trade in my old phone to receive this credit, which directly contradicts the original offer made to me.
The store agent at 7820 Wormans Mill Rd Ste S, Frederick, MD 21701 who facilitated the transfer confirmed that the promotion did not require a trade-in and that Verizon would cover the $183.30 balance but submitted recently that he isn’t able to help. It is therefore extremely frustrating to now be told that this condition applies after the fact.
This is my first experience with Verizon, and unfortunately it has involved repeated follow-ups including hours of wait on Verizon customer service numbers, inconsistent information, and a failure to honor the original promotional commitment.
I am requesting:
- Immediate confirmation that Verizon will honor the original offer.
- Issuance of the $183.30 credit without any trade-in requirement.
- Written confirmation of when and how the credit will be processed.
If this matter is not resolved within 7 business days, I will proceed with filing formal complaints with the FCC and BBB
