I've seen a few of these threads and want to add mine. I did a trade-in of an iPhone with a broken TouchID for a iPhone 13 Mini. I disclosed the damage and talked to multiple agents that assured me I'd get the full credit.
Five months after trading in the phone I get a message trying to gaslight me saying my new credit had been applied....it turns out the "new credit" applied was to replace the original credit with a lower amount and that was applied retroactively. I did multiple rounds with support (who tried to convince me my new lower credit and higher bill was a good thing) and was ultimately sent to a very nice lady named Jamie in "Finance and Billing" who said she filed and appeal and I'd hear back in 7-10 days. That was a month ago.
It seems pretty clear that Verizon is hoping people don't notice the bait and swap and don't have the patience to fight it. I see others have had success going to the BBB, does anyone have other strategies for getting this fixed and/or making Verizon accountable. Should I also complain to the PRC in my state? Is there anything national that regulates cell carriers that would be interested in these business practices?
They wouldn't let me unilaterally change my contract 5 months in!