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Upgrade fee fraud?

CBW03

Is this fraud? I can see (now) that Verizon has an upgrade fee -- outrageous as it is to label less service an 'upgrade' -- but isn't it illegal or fraudulent to hide it? I bought my new phone (after 5 years with my old phone and 15 years with Verizon) at a Verizon store. Not only was I not told about an upgrade fee, but my itemized receipt says quite clearly 2 YR UPGRADE SMARTPHONE Price $0.00.

This charge was then inserted onto my online bill. I called, got into major arguments that derailed into why an upgrade fee is justified, but with no response to the fact that I was unaware of the fee, did not agree to pay it, and have a receipt that says $0 charge.

Do I have any recourse at all?

Accepted answers

Verizon_Support

flutterfly8497 thanks for helping us support CBW03 with information regarding the the Upgrade Fee. Information regarding the upgrade fee is provided on the equipment purchase receipt and your new two Customer Agreement. Additoinally, it is billed up front at our corporate stores. However, did you purchase your device from an authorized dealer agent? If so, then the upgrade fee will reflect on your next bill.

The fee covers the costs associated with the device upgrade, including transferring contacts and data, offering wireless workshops, online device tutorials and support information. I hope this information is helpful to you and apologize for any inconvenience or confusion this matter may have caused you.

LasinaH_VZW

Follow us on Twitter @VZWSupport

All comments

Ann154

If the upgrade fee was added to your bill then you upgraded at a third party retailer not a corporate store. The placecards next to each phone at corporate store list the upgrade fee on it. The retailers should have had similar cards next to their non-working models. It isn't fraud.

CBW03

Thanks, Ann. Your note confirms that if it WAS a Verizon store, there is something wrong with being charged. Since I certainly bought the phone at a Verizon store, and have the itemized receipt to show it (complete with masthead and store number), and the receipt lists the upgrade fee as $0 -- well, I still am stuck about fraud, mistake, or recourse. I have mailed the receipt to Customer Service, but given past experience, I'm not expecting a reply. I'll continue to not pay, late fees will mount, the spiral of dissatisfaction will grow, I'll switch to another carrier asap -- all because Verizon can't admit to a $30 mistake -- unless, of course, it's a deliberate strategy to sneak in charges.

Ann154

If you had upgraded at a corporate store the upgrade fee would have charged at the time of purchase.

CBW03

I get that they were supposed to have charged it, but they DIDN'T, and gave me a receipt that says upgrade fee zero. So is the fact that they made a mistake proof that it wasn't a corporate store? The logic here is remarkable. It was a corporate store. They told me in writing no upgrade fee. It sounds like it is hard for you to believe such a mistake could have been made. So I guess it is actually a fraudulent charge, and I will pursue redress accordingly.

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