Bait & Switch

[Sandy1222]

I would not recommend Verizon to any family or friends. I was encouraged by the customer service representative to switch plans and now I am not allowed to upgrade my phone due to  a customer service rep gave me misinformation!!  Verizon train your people right so that they don't misinform longtime customers! Stay away from Verizon !!

[Snn5]

What seems to be the issue?

[Sandy1222]

If your customer service representative, I've already been on the phone for an hour and the problem was unresolved so you can't help me !!!

I Was told if I drop my plan that I had for the past 4 years, and switched to the new current "no contract" plan I could upgrade my phone. Total lie!

[Snn5]

You can change plans at any time.  If you are under contract you cannot upgrade until the end of that contract.  If you are out of contract you can upgrade using the device payment plan when switching to a new plan.  You can also upgrade your phone at full price if under contract.  I do not work for Verizon.

[vzw_customer_support]

Sandy, we never want to make you feel like you can't depend on us. We are here to bring back the love. I see that you are wanting to do an upgrade, but are having some difficulty. Not to worry, we are here to help. What plan did you change to? When was your original upgrade date? How long ago did you do the plan change that caused this concern? We are here to help, and look forward to working with you to resolve this. We want to make sure we get you taken care of, and make you smile again.
CheriS_VZW
Follow us on Twitter @VZWSupport
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!!

[Sandy1222]

Yes, I am very unhappy with Verizon! I have been a customer for almost 6 years and have always paid my bill before it is due. I am currently on the XL plan and was told I could upgrade my phone at any time with this plan. I switched from a loyalty plan with an old upgrade date of 09/16. I switched to the XL plan about a month ago and was told I could upgrade my phone at that time. I didn’t want to upgrade until I knew more about the new iPhone. So I call last night to inquire about the upgrade I was promised. Now I am told I can’t upgrade because even though I am not under a contract with my plan, I am still under a contract because the phone were purchased last year when I was under a contract. Why was I promised an upgrade when I switched plans??? Verzion promised something that they had no intention of following through on! Bait & Switch!!

Thank you, but no thanks,

Sandy Stewart

[Snn5]

Sandy1222 wrote:

Now I am told I can’t upgrade because even though I am not under a contract with my plan, I am still under a contract because the phone were purchased last year when I was under a contract.

You are still under original contract.  Changing to a new plan is not a change to the contract, only the plan.

[rcschnoor]

You CAN upgrade phones at any time. If you have not yet completed your contract, though, you simply have to pay full retail up front.

[flutterfly8497]

You can upgrade your phone as you normally would, but it sounds like you upgraded a year ago. If you had a contract with that upgrade, you can't get a discount on an upgrade again until you finish the contract.  Were you specifically promised immediate upgrade eligibility with the plan change, or was it an assurance that you could still upgrade as before. There is a big difference between the two.

[jfs130]

I actually have a question about upgrading. If I purchase the new iPhone 6s at an Apple Store and opt for their new internal finance plan, is that the same as me paying full retail in Verizon's eyes? Would I be able to keep my current plan and just return my current iPhone 6 and not be penalized? I'm not due for upgrade till Sept 2016 fyi