I am writing this to share a deeply frustrating experience regarding how Verizon handles retention offers and account closures. After being a loyal customer since September 2023, I feel completely misled by the recent handling of my account.
In late 2025, as my family plan was ending, I contacted Verizon to transition to another career. A retention agent offered me a specific deal: a new iPhone 17 pro max and a service plan for $36.67/month. This was the only reason I stayed. However, Verizon failed to honor this pricing. Despite multiple escalations, I never got the offer.
Exhausted by the lack of resolution, I decided to leave Verizon. Before porting my number, I called customer care to ensure my account was settled. I was explicitly told by the representative that my balance was $0.00.
Fast forward to today: I discovered a collection on my credit report for this account. My credit score has plummeted by 60 points. When I reached out to resolve this, I was told Verizon would not assist in deleting the collection from my record - despite the fact that their own agent confirmed a zero balance upon my departure.
I have since paid the amount just to stop the damage, but I feel completely cheated. I acted in good faith, followed every instruction from Verizon agents, and verified my status before leaving, yet I am being penalized.
This isn't just about a mark on a report; this 60-point drop has severely compromised my financial standing at a critical time. I am currently in the process of preparing for a home purchase, and this collection entry has jeopardized my mortgage eligibility and interest rate. Because of Verizon’s failure, I am facing the prospect of a total loan denial.
A "Paid" status does nothing to fix the damage to my score; only a full deletion of this erroneous reporting will suffice.
I am looking for a contact within the Executive Leadership team to escalate it and to tell them this is a very unprofessional behavior from Verizon and I expected better. I do have screenshot of all the agents chat with me
