False advertising
leledns
Newbie

Got my phone line and phone through Verizon 18-ish months ago. When I went to the franchise, I was only interested in a new line. The product rep then offered me an iPhone 12, according to him 100% free! I even asked what it would happen if I wanted to change phones - a little background here, at the time, I had the iPhone 11 Pro Max, I genuinely like the bigger screens better. So, the ONLY reason I accepted the iPhone 12 was because he said it was totally free and I could just bring the iProne back at any time. I'm from a different country and didn't know how things worked in the U.S.

Now, I want to change the iPhone and get a 15 Pro Max. But guess what? Verizon is now charging me $369,00 if I want to upgrade the phone within the next 18 months. Yes, they're charging me $19,00/month for a phone that I was told BY THEIR EMPLOYEE, that was totally free. 

Tried calling numerous times, trying to find a solution to my problem. But no success. Last Thursday, after over an hour on the phone, I was told they'd evaluate my case within 24hours. Haven't heard anything from them since. It's such a disrespect with their customers. Beginning with the false propaganda, now, this. 

I'm about to go to Small Claims Court and file for financial damage, hopefully, now since is "public" on the internet, I will get some actual support. Thank you.

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vzw_customer_support
Customer Service Rep
@leledns  wrote: Tried calling numerous times, trying to find a solution to my problem. But no success. Last Thursday, after over an hour on the phone, I was told they'd evaluate my case within 24hours.

leledns, I'm sorry that you've been having trouble trying to get some answers related to doing an early upgrade with your phone. To help out, and make sure you're getting the correct info, are you currently recieving a credit which zeores out your Device Payment amount each month? (Example, Device Payment of $24.00 and a Device Promo Credit of -$24.00, $24-$24= $0.00). If you could let me know, that would be helpful. 

-John

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