List one price for phone upgrade, then a different price per month at purchase

I selected one of my phone lines that I wanted to upgrade. I selected the Apple iPhone SE which showed it would be $10/month for a 128GB version. I said to continue and once it was in my cart, it showed $18.74/month. When I asked a customer representative, they said that offer was only available for a new line. I started the research as an upgrade to an existing line and nowhere on the page did it say anything about the price only available for a new line. This is very, very deceptive. I feel like Verizon is employing bait and switch tactics and I have always expected better of Verizon. The rep tried to send me to a page to see that it wasn't deceptive, when I was looking at that exact page where I started. These are shady practices.

When I finally decided to go ahead and make the purchase, I selected in-store pick up. When I selected to continue, it no longer showed in-store pick up being available. This upgrade has been a complete exercise in frustration. Now it will take 2 days to get the phone. I have been with Verizon for 20 years so far. I have always been extremely happy with their service and all encounters with staff in store. Today's interactions really put a poor image on your company and I would be hard pushed to recommend you to anyone.

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Re: List one price for phone upgrade, then a different price per month at purchase
Specialist - Level 3

I don't see why a rep was even needed. Found the promo in about 15 seconds and it states it's for upgrades and the discount applies when you enter a promo code.

"Applies to the mobile number specified via e-mail. $399.99 device payment purchase required. Less $159.99 promo credit applied over 24 mos.; promo credit ends if eligibility requirements are no longer met; 0% APR. Offer nor transferable and cannot be combined with other offers. To redeem promo on eligible device, enter promo code UPGRADE at checkout and discount will apply within cart. Upgrades only."