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Why am I being charged for my "free" iPhone?
morisky
Novice

In December I received a text; "get an iPhone 12 mini on us". It had a link and also a phone number to take to access the offer. I called the number and spoke to a VerizonTelesales Solutions rep. As required by the offer I switched to an unlimited plan, signed up for auto pay, sent in my old iPhone (Verizon acknowledges that they received it). I contacted VerizonTelesales Solutions rep and he put a note in my customer file showing the original offer including the text of the original offer showing that they included a phone number to call (Verizon reps often lie and tell you that the customer did something wrong like call instead of click a link). The information about the return of my iPhone is also noted on my customer file. I have had two reps tell me everything I need to qualify for the offer is there. The last one told me that she has "never seen such a well-documented ticket, everything is there". The issue is that it is such an unusual retention offer that Verizon cannot find the code to enter into the system-so they keep charging me for a "free" phone. They have told me two that it will be fixed on the third billing cycle. Just got the bill for the third time since this started and there is a device charge. I was offered a free iPhone with 64 gb memory, I chose a 128 gb and should only have a device charge of around four dollars. The last two reps at least understand everything, but they say an adjustment form has been filed, just wait five business days-well it has been ten since I heard that. Terrible way to treat a customer of nine years that is out of contract. Giving this about one more week before I pay off the device (that should have been "free") and move on to another carrier. Even if this is "fixed" the customer service rep interaction is exhausting, and it takes about an hour and fifteen minutes for each call to find out the status of the correction.

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Re: Why am I being charged for my "free" iPhone?
vzw_customer_support
Customer Support

@morisky ,

Getting a new phone should never be frustrating, so thank you for sharing so many details. To answer the question in your topic question, any promotions that we offer, including those that involve a free phone, would show up on your account as a charge for the device, and then a monthly credit that would pay for some or all of that monthly charge - all Verizon promotions are processed as a type of rebate from us, not the manufacturer. With the "get an iPhone 12 mini on us" promotion that you had described, that would mean you choose that specific model, and then you'd receive relevant monthly credits as long as the terms of that offer are met. You also mentioned that the offer was specific to a 64 GB model, so when choosing a higher memory it would result in you paying (or being charged monthly) the difference - that's provided the promotion did not require a specific memory size. Did your order confirmation of this phone show that you had such a promotion involved? 

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Re: Why am I being charged for my "free" iPhone?
morisky
Novice

The sales agent told me that I can pay the difference, approximately $8. Phone support agents have verified this. The validity of the offer and my compliance with all terms have been confirmed by Verizon staff. The outstanding issue is that Verizon is having a hard time coding the retention offer into the billing system (according to Verizon staff). I am not able to determine how to check on the status of the Promo Fallout Correction Form.

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Re: Why am I being charged for my "free" iPhone?
vzw_customer_support
Customer Support

We want to make sure you are provided the details related to your account and promotional offer. In order to review this more please send us a private message for review. 

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Re: Why am I being charged for my "free" iPhone?
morisky
Novice

In December I received a text; "get an iPhone 12 mini on us". It had a link and also a phone number to take to access the offer. I called the number and spoke to a VerizonTelesales Solutions rep. As required by the offer I switched to an unlimited plan, signed up for auto pay, sent in my old iPhone (Verizon acknowledges that they received it). I contacted VerizonTelesales Solutions rep and he put a note in my customer file showing the original offer including the text of the original offer showing that they included a phone number to call (Verizon reps often lie and tell you that the customer did something wrong like call instead of click a link). The information about the return of my iPhone is also noted on my customer file. I have had two reps tell me everything I need to qualify for the offer is there. The last one told me that she has "never seen such a well-documented ticket, everything is there". The issue is that it is such an unusual retention offer that Verizon cannot find the code to enter into the system-so they keep charging me for a "free" phone. They have told me two that it will be fixed on the third billing cycle. Just got the bill for the third time since this started and there is a device charge. I was offered a free iPhone with 64 gb memory, I chose a 128 gb and should only have a device charge of around four dollars. The last two reps at least understand everything, but they say an adjustment form has been filed, just wait five business days-well it has been ten since I heard that. Terrible way to treat a customer of nine years that is out of contract. Giving this about one more week before I pay off the device (that should have been "free") and move on to another carrier. Even if this is "fixed" the customer service rep interaction is exhausting, and it takes about an hour and fifteen minutes for each call to find out the status of the correction.

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Re: Why am I being charged for my "free" iPhone?
Piscestg
Sr. Member

This is a repeat post, the same as the original.

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Re: Why am I being charged for my "free" iPhone?
morisky
Novice

Because support keeps asking for "details" though every detail is IN the post. If they ask for details and then I provide them, I am punished for "REPEATING" information? You guys make no sense? Then when you get tired of my complaints for long-running unresolved issue you say "this is an old post" and close it. SCAM

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Re: Why am I being charged for my "free" iPhone?
vzw_customer_support
Customer Support

As a valued customer, your account concerns are our concerns too and we're always here to help. I'd feel the same way too if I incurred charges for a phone that was to be free. Due to the urgency of this matter, we'd like to assist you by investigating this matter. Verizon takes protecting our customer’s personal and account information very seriously. Since we will need account-specific details from you, we’ve sent you  a Private Message on this topic:

 

https://community.verizonwireless.com/inbox

 

RobertC_VZW

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