After 25 years of being a loyal Verizon customer, I am extremely disappointed to report a significant decline in both customer service and overall business practices.
In December 2025, I was offered a loyalty retention deal for three of my five existing lines. This agreement included the trade-in of my iPhones for new iPhone 17 devices at no additional cost, with the understanding that my current rate of $30.00 per month would remain unchanged. The Verizon loyalty representative documented this agreement in my account and instructed me to call back after three billing cycles to request a promotional correction.
I followed those instructions and contacted Verizon this morning. To my surprise, the call center, located outside of the United States, was unable to assist me, stating that there was no documentation of this agreement in my account. I spent a total of 5 hours and 38 minutes on the phone, calling multiple times, without any resolution to this billing issue.
This experience is unacceptable. As a long-term paying customer, I find this lack of accountability and transparency deeply concerning. The failure to honor a documented agreement, combined with the inability of the Verizon's customer service team to resolve the issue, reflects poorly on Verizon’s commitment to its customers.
If this matter is not resolved promptly, I will be contacting my local Attorney General to file a formal complaint regarding these business practices, which I believe to be misleading and harmful to paying customers.
