How can I file an online complaint?
Click on Contact Us and get the mailing address then write a letter, put it in an envelope, write the mailing address on the envelope, affix a stamp and put it in the mailbox.
What kinda complaint- phone- service-connection-?
Service
You can post that here and maybe someone on here can help you either here are can direct you to the right place to go.
Thank you kathy65793. I'd rather have it sent out to the complaints department I don't want to disclose agents names in this forum.
My whole issue is with the switch from Sprint to Verizon and on how the process went. It was very dishonest.
Well you can't put names in here but you can just explain what happened I have seen a lot of post in here that people have had trouble with things and they do come back and say they have gotten it settled. Good luck with what ever the problem is.
Thank you
On 10/23/2016 my husband and I walked into the Verizon store.
The store representative approached us and asked if she could help, we told her our provider at that time was Sprint and we were shopping for Plans and were curious to see if Verizon had something better to offer.
The sales representative went over plan prices and then asked if we would be interested to do a switch from Sprint to Verizon. The representative then went on telling us that if we would do the switch on that same day, Verizon would then be offering us a credit of $650.00 and would take care of what we owe to Sprint.
I told the representative that we had 2 IPhone 6 S that were on a lease and we still owed Sprint $352.00 for each phone, also we told her our 3rd line IPhone 7 with Sprint was under a 2 years contract and we would have to pay $350.00 if we would end it. The representative told us not to worry about the Sprint fees, since Verizon would be giving us credits ($650.00) it should be more than enough to cover all the costs and pay off each line’s fees plus we would have extra money from the credit to put it down towards the new phones Verizon would be giving us as long as we trade in our old phones.
The deal was too good to be true for my husband, so he asked the agent the same question twice just to make sure if we would do the switch, Verizon will pay off our remaining instalment fees on the first 2 devices and the $350.00 to end the contract with Sprint, and asked her Verizon would trade our phones for an upgraded IPhone 7 with no charges or additional costs? The representative was very confident and confirmed that we would not owe Sprint a Dollar since we are getting the credits for the switch and all we would have to pay were the $200.00 in taxes for the new phones, so we went ahead and did that.
Before we left the store the agent also advised us to bring the bill we would receive from Sprint to her after the switch so she can apply all the credits and we would not have to worry about a thing. My husband still being careful asked her for the third time since now we did the switch, if we would get all 3 IPhone 7 and Verizon would pay what we owe Sprint for the buyout and WE would not have to pay any additional fees to Sprint, and of course the sales representative again with confidence replied back and told us that this was all part of the switch deal and that Verizon would take care of all the fees, including our 2 x $352.00 plus the $350.00 for early termination fee. The sales representative continued on and told us it’s a win win deal since everything owed to Sprint would be taking care of by the credit Verizon is offering us and on top of that we would still have from that same credit about $300.00 each from the $650.00 that would go towards the new phones. As good as it sounds we went ahead and did the switch, just to find out later on it was all a scam.
Today, 11/09/2016, my bill from Sprint was $1071.00 so my husband and I drove to the store where we did the switch and asked the same representative to apply the “promised” Verizon credits towards our Sprint bill so we would not owe Sprint anything. To our surprise the representative told us all we were getting back from Verizon was a $376.00 credit and that the rest of the credit was used already and applied towards the 3 IPhone 7 we leased from Verizon.
OKay, I was in complete shock and asked her as to why she is contradicting what she assured us the first time we went to the store when we asked her not once, but 3 times if Verizon would pay what we would owe Sprint if we would do the switch and I asked her why she is stating something completely different than what we were promised the first day. The agent started of course to break down numbers as to where a $300.00 credit was applied towards the phones and she never mentioned anything about us getting a credit towards our Sprint bill and to me that was so wrong so I asked to speak with a manager and the manager went ahead and stated the same thing I heard from the representative that all the credits were applied towards the phones and we were not getting anything back but a $376.00.
Verizon is a very large company and I am sure it cares about its reputation. I have no issues with the service and I would really like to be a loyal customer to Verizon but it’s really a shame to lure customers in by telling them everything would be taken care of when in reality none of what was promised was fulfilled.
Today I felt stupid, misinformed, lied to, and completely misled by your Verizon sales representative.
If I knew the first time I walked into your store that I would be paying my previous carrier $1071.00 out of my pocket just to do a switch with you I would have not signed a single contract.
It doesn’t make sense for me to do a switch by ending up paying $1071.00 in installment fees owed and early termination fee, when I would’ve been paying the same amount of money to Sprint and actually own my phones.
Very costly and dis-honest switch that’s all I have to say about this transaction.
I hope Verizon is not doing that to all their new customers because that’s not right!!!
The fact that I was assured and promised 3 times by your agent that Verizon would be paying off everything I owed in phone fees to Sprint and not fulfill its promise upsets me.
I would really like to hear a response back from Verizon on why I was lied to and I was not informed on what it would honestly cost us to do the switch.
I also hope your representatives in the future would stick to facts instead of sugar coating deals just to get customers to sign a contract.
Verizon needs to do the right thing. I was misled into doing this COSTLY switch and at this point I am really looking forward to an answer back from Verizon.
Thank you!
I am truly sorry for the experience you had with us, MICH-B. I want to do everything I can to help turn this around. I sent you a private message and I look forward to your response.
AnthonyC_vzw
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
MICH-B,
I am having the EXACT same issues as you. I was with AT&T. My husband and I had 2 G-10 phones practically brand new, that we mailed to Verizon in the understanding we would get fully reimbursed.
Not gonna happen. They are giving me a $300.00 bill credit by way of $12.93 off my bill for 2 yrs!!! What??? I am so frustrated with this company. We are older and trying to buy a home to live out the rest of our lives. If AT&T doesn't get the full $1500.00 we owe they will turn us to collections which will ruin our credit and we won't be able to buy a home, so I'm incredibly frustrated. We were PROMISED we would pay NO out of pocket expenses!!!! And AT&T will not make a payment arrangement with us although we had been great customers for 3 yrs, never even late with a payment. So I don't know what we'll do now. They make me want to stick my head in the oven ugh!
Good luck to you!
Did you fully understand the promotion?
I don't think we understood any of it. We were promised we would not have to pay anything out of pocket.
I'm just so frustrated at this point, I don't know what I'll do. I've tried to make payments to AT&T several times and they refused. In the meanwhile Verizon said they would be mailing out the card for $475.00 but that's just for one phone, we had 2 phones . Very expensive as At&t is charging us 595 per phone. I just got off the phone with them, they said we could be turned over to collections anytime. I am beyond upset I'm suicidal. If that goes on our credit...the credit we have worked so hard for..if it gets turned over, there goes any chance we have at buying a home. I've been in tears all day over this. We are older and just didn't understand I guess. Thank you
Do you have a 0% interest credit card? Pay AT&T with that and make the monthly payments to the credit card company. AT&T is paid in full and you get to pay it in payments. Both parties are happy.
After I wrote the above email, I called Verizon back to inquire about the $475 card I was supposed to get and to find out about the other phone I traded in. I was put on hold over and over and over. The rep finally tells me they mailed it the 28th. What about the other $600 phone I gave you guys? Oh oops our mistake. We had to manually put it in so it's gonna take till next month before we will mail it out..sorry. He said it was only going to be for $300. So that's 775 they paid and I'm on the hook for the remaining $850 and that's IF I get any card at all. These ppl have told me so many LIES. Oh and yes I get a $300 bill credit. BUT you will get it in the form of a $12.95 bill credit per month for 2 years!! I can't believe it. The salesmen said oh and we reimburse some of the money we promise to help you pay your AT&T bill. Great! We were thinking it would be like 100 off a month. NOT $12.95 For 2 yrs!! I then asked to speak with a manager. So this snotty woman gets on and explains the bill credit to me again. I told her THAT IS SO DECEPTIVE! HOW CAN SHE SLEEP AT NIGHT?? Then she tells me they are only going to pay $80 on the other phone. It's a brand new V-10 ! I told her AT&T is charging me $600 for it!! How can it be worth just 80 bucks???? Then silence then she says oh the battery was damaged! I blew up again. There was not a [removed] thing wrong with that phone. It was brand new!! Their word against mine. I've gone round and round about the phone being only 80 since Nov! When I did the device trade in...that's what they said they would give me for the phone. So I didn't submit it and called the salesman we who sold us this [removed]. He said oh don't worry you will get the rest back in a gift card on the "other end". So he said just go ahead and submit it and send the phone in. So I did. I called Verizon a few days after that just to confirm. The guy on the other end had me so confused I couldn't see straight. He said the $80 was a different PROMO and that I would be getting paid the full value of the phone. He insulted me, accused me of not wanting to pay my bill and kept telling me ( which is totally wrong) that I wouldn't get the money they would give it directly to AT@T!! Omg everytime I call I get a different answer. So fast forward back to yesterday. The lady asked me why I sent the phone in if I was dissatisfied with the trade in amount. Ugh!! I said because the other rep said it was a promo! So by the end of conversation she informed me they would not pay what they promised! So we madly run around and scrape up the money to pay AT&T. I called the billing dep to find out they have already turned it into collections! The At&t lady said to call back in 3 to 5 days and they would give me the number to the collections. They don't know it right now??! She said oh if you pay them right away they won't report it to the crediters. Omg I can't believe anything any tells me. If they ruined our chance of financing a home I don't know what I'll do. I feel like I've been through a war. I was on the phone from 11am until 2pm arguing crying and pleading. I think I'll call the FCC and any one else who will listen this has got to STOP. THEY ARE LYING TO PEOPLE! WE ARE OLDER AND CAN'T TAKE MUCH MORE FROM THESE LIARS. MAYBE THE BBB WILL LISTEN. Thanks for allowing me to vent.
Profanity removed as required by Verizon Wireless Terms of Service
Message Edited by Verizon Moderator
While I do understand how you feel, you stated that you did not understand the promotion to begin with. Why would you buy something on a promotion that you didn't understand.
The way I understand this promotion is that you switch from another carrier and trade in your device.
If you do this in a corporate store, VZW gives you a credit of what the appraisal of the device is worth on your purchase that day. Then you submit your final bill from your previous carrier online to show the balance owed on any device. You then receive a credit on your bill for the amount owed on your device minus what you were given in store up to $650 broken up into 24 monthly credits. So if you owed $300 on your device and were given $220 at the time of purchase you would get $80 in bill credits. If you owed $700 on a device and were given $200 on a trade in you would only get $450 in credits.
These buyout programs have been around for a while. They have recently changed and become more prominent. Until recently they didn't pay off the amount you owe on any devices. One thing that NEVER did was pay your old carrier directly. Switching customers have ALWAYS been responsible for paying that bill. The reason is it takes a few weeks to get the final bill from the old carrier with all outstanding charges plus it takes another few weeks to get the credits from the new carrier.
Sad but none of the details are hidden. I am still baffled by customers who do not do their full research on promotions before buying.
You sound just like they do. You must work for them or something. I'll tell YOU a few things, when I TOLD THEM I WAS CONFUSSED THEY SAID, WELL WAIT TILL YOU GET ON THE PC AND GO TO THE WEB SITE TO HAVE YOUR PHONES VALUED AND IT WILL MAKE SENSE TO YOU THEN!!! I REPEATEDLY ASKED THEM IF I WAS GOING TO GET STUCK WITH A HUGE PHONE BILL., THEY REPEATEDLY TOLD ME AND MY HUSBAND NO! YOU WILL NOT GET STUCK WITH A HUGE PHONE BILL IN FACT YOU WONT AT@T ANYTHING AFTER WE GET DONE GIVING YOU REBTES AND PREPAID VISA. CARDS!!! I KNOW I SAIDIT MORE THEN ONCE ......I AM AFRAID I WILL GET STUCK WITH A HUGE BILL!!!!!!!!!!!! People at Verizon told the very same thing when I was calling and trying to get someone to explain things to me. I WILL TELL YOU MORE THEN 3 REPS TOLD ME 3 DIFFERENT TIMES I WOULD HAVE NO TO LITTLE OUT OF POCKET EXPENSES!!! HOW DO YOU EXPLAIN THAT???? BECAUSE HAD I KNOWN I NEVER EVER WOULD HAVE SWITCHED!!!! I WAS LIED TO AND IM NOT GOING TO TAKE THIS LYING DOWN!!!!!!!!!!! I AM GOING TO FILE COMPLAINTS WITH THE FEDERAL TRADE COMMISION AND THE FEDERAL COMMUNICATIONS !!!!!! THIS IS NOT OVER! HOW DECEPTIVE TO MAKE YOU THINK YOU WILL GET BILL CREDITS" TO HELP YOU PAY YOUR BILL and I quote ! ONLY TO FIND OUT YOU GET BILL CREDITS, BUT AT 12.00 a MONTH FOR 2 YEARS IS DECEPTIVE!!!! THEN THE OTHER LIES ABOUT THE PHONE I TURNED IN! THE $600 PHONE THEY ONLY WILL GIVE ME $80 FOR!!!!!! AND ALL OF A SUDDEN SHE SAYS OH THE BATTERY IS DAMAGED! FIRST I HEARD THAT! I WAS ON THE PHONE WITH THEM SINCE I TURNED IT IN AND AT NO TIME DID THEY SAY ANYTHING ABOUT THE BATTERY! ITS sSOOOOO [removed] COMPLICATED AND THEY MAKE IT THAT WAY TO CONFUSE THE [removed] OUT OF YOU AND THE RIP YOU OFF!!!! NOT TAKING THIS!!!!!!
Profanity removed as required by the Verizon Wireless Terms of Service
So here is the deal:
1. I do not work for Verizon Wireless. Why does everyone think that when a community member tells them the truth about a situation they're an employee?
2. Verizon is giving you what was promised. What difference does it make if the give you one big bill credit or 24 small ones? If you stay with them you get the full credit. If you don't you get nothing.
3. BEFORE redeeming any promotions you should read the details of said promotion. You can't get all of the information from the bold print.
4. Here are the details- Verizon Wireless: ETF
You must not have read my post correctly as I clearly stated " they promised and promised I WOULD NOT GET STUCK WITH A HUGE BILL! THEY ARE NOT FULFILLING THEIR END OF THE DEAL! And I'm telling you more then one person promised me this. And the bill credit. Are you seriously going to tell me that's not deceptive??? Because I've seen more then one complaint about it! Again VERIZON PROMISED I WOULD NOT GET STUCK WITH A GIANT BILL! I'M DONE ARGUING WITH YOU. I CAME HERE FOR HELP AND I JUST GET AN EMPLOYEE TRYING TO TELL ME IT'S MY FAULT WHEN IT IS NOT! No bother anyway as I'm reporting them to the FTC. And the FCC. I REFUSE TO LET THEM VICTIMIZE ME. Don't respond back to me with your I'm so much better then you attitude. And if you don't work for Verizon maybe you should. You certainly sound like them.
Wow!
Where is YOUR responsibility in this? When do you really take the responsibility for not understanding the promotion? You said that you didn't. You can't not understand the promotion, not follow the promotion rules and expect to get the the promotion in full.
The world doesn't work that way.
You have to take responsibility for not understanding the promotion and agreeing to it. You literally said before that you didn't understand but you signed the agreement anyway.
It sucks that you were confused or that there was a lack of communication between you and the sales agent when you started services but at the same time you are also an adult who needs to make sure that they understand something before you jump into it.
You'll get the credit that your old phones were worth on a monthly basis or more than likely not at all make sure that the trade-ins were submitted properly because I cant tell you how many people have a hard time understanding the right process.
Also just because someone tells you the way that it works doesn't give you the right to go off on them. They were doing nothing but trying to help you understand something that's obviously giving you a hard time. The only ones that work for Verizon are literally labeled with it in their username.
I'm sorry to hear of your story. Similar thing happened to me, so far, no resolution. Eventually, if they don't come through, I'm going to file with the FCC, consumer affairs, etc. You should do the same. I stopped writing on the VZ board because there is a lot of trolling and not much helping. I just logged on because I was seeing how abused you were. I'm sorry.
1. Complete port
2. Trade in phone (within 45 days of activation)
3. Activate new 4G LTE smartphone
4. Pay off old carrier
5. Get a Prepaid card with amount of contracts (up to $350.00 for ETF, $650.00 for DPP) -
Remember:
ETF = $250.00 Device = $125.00 | $250 - $125 = $125 Visa gift card
DPP = $650.00 Device = $350.00 | $650.00 - $350.00 = $300 Visa Gift card
Why is having a salesman LIE to me, my responsibility??? THE POINT IM TRYING TO MAKE IS THIS: WHEN I ASKED, NOT ONE SALESMEN, BUT 4 IN TOTAL, I WAS STRAIGHT UP LIED TO! WHY IS THIS MY FAULT??????????? IM ONLY GOING TO SAY THIS ONE MORE TIME THEN IM THROUGH DEFENDING MY SELF TO YOU ! I WAS TOLD, I WOULD NOT HAVE A HUGE GIANT ONE THOUSAND PLUS PHONE BILL!!!!!!!!!!!!!!!!!! I WAS TOLD I WOULD HAVE NO OUT OF POCKET EXPENSES DUE TO THE SWITCH!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! AND TELLING PEOPLE THEY WILL GET A BILL CREDIT " to help you pay the bill!!! AND THEN OFFER THIS CREDIT AT $12.00 OFF YOUR BILL FOR 2 YRS IS DESEPTIVE!!!!!!!!!!!!!!!!!!!!!!!!!!! I AM THROUGH BEING SPOKE TO LIKE IM AN IDIOT !!! I FOLLOWED ALL THE DIRECTIONS AND NUMEROUS CONVOLUTED STEPS TO. THE. LETTER!!!!!!!!! IM NOT COMING BACK HERE SO SAVE YOUR INSULTS FOR SOMEONE ELSE!!!!!!
So,
I can't read a post in all caps with lots of exclamation points for punctuation.
The problem is that you admitted that you didn't understand the promotion yet you still signed up for it. You HAVE TO take some responsibility here. If you didn't understand the promotion, how can you claim that you were lied to? Seems if you know enough to think you were lied to then you understand enough of the promotion.
It has been explained numerous times to you how these promotions work.
Would you buy a car if you didn't research the promotion details? I don't get it. I don't get how you could sign a contract and not understand what you were signing. I don't get how you don't think that because you didn't understand the promotion yet signed the contract that you don't have any responsibility here. I am baffled.
