I recently added a 4th line to my Verizon plan after being told by a Verizon representative that it would only cost me about $10/month (taxes and fees only), and that the $40 activation fee would be waived as I’m a loyal customer. I confirmed this same cost structure with three different agents. Based on their consistent feedback, I agreed to add the line.
When my bill posted, I was charged the activation fee, about $20 in taxes and fees (driven higher because of the activation fee), and additional monthly charges for the new line. While speaking with a billing agent, I was told flat out that Verizon had “lied” to me about the offer. There was no apology, just a matter-of-fact statement that the deal never existed. The billing agent’s supervisor credited me for the activation fee, but also confirmed that no such promotional deal was available.
The explanation I was given was that although there are charges for the new line, I was supposedly “saving money” because of credits applied. I don’t understand the logic of adding new charges and then offsetting them with fluctuating discounts — it feels like a shell game. Even with those discounts, my bill is still roughly 20% higher than what I was promised when I agreed to add the line.
The issue isn’t only the billing — it’s that I was misled into agreeing to something materially different from what was represented to me. Each time I call customer service I receive a different explanation, and I’ve now spent countless hours trying to resolve what should have been straightforward. This is extremely frustrating and feels like deceptive sales practices.
I would like a Verizon representative to review my account and adjust my bill so that the additional line reflects the pricing I was originally promised. At the very least, I want transparency and consistency, rather than being misled with false offers and shifting discounts.
