I purchased two iPhone XR’s Online in Nov 2019 under the BOGO promotion, and added a line. I accidentally made multiple purchases, therefore went to the store to have the issue corrected, and I was told it was corrected. While at the Gastonia, NC store, I then asked if I switched the XR phone to an existing line with an old iPhone 8 to the new line if it would disqualify the promotion and was told NO. I then noticed I continued to be charged for the “free” phone. I attempted to reach Verizon by chat and phone multiple times and kept being told I would get a response, was asked to be patient, that I would get a response by email and everyone I spoke to said they believe I did qualify for the promotion and submitted claims to have the issue fixed. Upon one inquiry, I was told a decision was made but I was not notified, so another accelerated or expedited claim was filed. Upon another inquiry I was told that the notes in my account say that I was notified that I didn’t qualify for the promotion however I was never notified of this. I was also told that the reason I didn’t qualify was because I purchased one phone in store and one online which is completely false. I asked for a copy of the sales order/receipts and was told I couldn’t get one. I even reached out on Twitter with no response. I went to the local Shelby, NC store and was told that the account manager would contact me within 72 hrs...it has now been a month with still no call back. So, unfortunately since Verizon has falsified notes and sales on my account, failed to uphold a promotion that I DO qualify for, failed to provide satisfactory customer service, I have no choice but to leave Verizon after almost 20 years. I have never been more dissatisfied with this company. Unless the promotion is applied to my account as it should have been a year and a half ago, and a refund or credit applied for the amount I already paid for the “ free” phone, I will be seeking another phone company as well as legal consultation.
