So I have been giving my business to Verizon for all of my cell/home phones over the past 14 years. These past couple years have all fallen apart. I recently went in to one of the stores to try and upgrade my phone to the new Samsung Galaxy S4 understanding that with an upgrade it would cost me $200. Get to the store, give the guy all my information so he can find my account and get told that to upgrade my phone I would have to pay $700. When I asked why, he told me "We recently switched over our policy from a 20 month free upgrade to a 24 month upgrade" and still couldn't explain why every single one of my phones on the plan were pushed back to the exact same date for an upgrade even though they had been upgraded previously at different times. Other than that, there was "nothing they could do in the retail store". So a month ago, we contacted one of the call centers to figure out what was going on and got told about the whole policy switch and still wasn't able to be told why all the phones had the same new upgrade date. The guy I spoke to said he had talked to his supervisor, gave him permission to call me back and month later and would be able to give the update for that line. I waited a month and a couple days for this call that was never received and so I called back to the call line. This time was a different call center who informed me that the guy said he had called and got no answer so instead of leaving a message, he closed the complaint. The lady I was speaking with this time had informed me she reopened the complaint and emailed the previous guy's supervisor. It has been two months now and have not gotten a single call back.
So I called them earlier today complaining yet again. Ended up getting laughed at by the lady who was helping and then put on hold while she went to "speak to her supervisor". When she came back on the phone, it sounded as if she was eating something in the process of talking to me and told me just to go into the store and they would get me my upgrade. Lets just say, even after going back into the store, I still have yet to get my upgrade and probably never will.
