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Unauthorized added line with supposed promotion

There was a promotion for free upgrade to 15 pay off old device - they said 15 promotion was not available but we could do the iPhone 14 early upgrade instead. So we did that - Instead a line was added. I called to say the line was not authorized so they added. $700 device payment to my account. Called again they said they were crediting it no problem. The solution I keep a line I didn’t ask for so I don’t get charged a device fee I was never supposed to get.

Fast forward to today my bill is now $1200 - the guy tells me I owe the money bc of the wrong promotion a sake rep put me on. I speak to a supervisor who did not help at all. When you call and ask for something and get given something different that mistake is on your company not the customer.

So the solution to fix this they activated his old phone on the phantom line that I did not ask for to begin with. Yes in short it solved the added $700 to my current bill but now I am stuck with a line I never wanted at all bc I trusted the original sales person over the phone who said it was an upgrade on my Sons line. If I delete it guess what I get charged again. I am appalled and have been a customer for over 13 years.

I am not happy with Verizon and although the majority of the time I get good service I have a bad taste in my mouth from this experience and will be looking for another company in the future for sure

Comments

Verizon_Support

Nicholesardina711, we're sorry to read about your experience, and would love to take a closer look into this right away. We're concerned to read that a line was added to your account when you requested an upgrade. To best assist, we'll be sending a Private Message.

~Izzy

deberryl

The same thing just happened to me! And I just looked at my account…they actually attached a specific phone to my account that was neeeever issued to me, but it looks like I am now paying for. How can Verizon get away with this?

Verizon_Support

That is definitely not the experience we want you to have with us. Let us help. I'll be sending you a Private Message, please reply to it, so we can get started.

~Maria

Amanthony456

This same thing happened to me but with a tablet. I went in to have my replacement phone set up and the sales person told me that with my teachers discount he could get tablet upgrade for free and it would not change my bill. I made sure to ask the associate numerous times before agreeing to upgrade tablet. I look today at my estimated bill and it's almost double for next month with an added line for the new tablet and then a hundred plus more for the estimated amounts after that. I went into store after texting with my original associate and not hearing back from him and my original associate was not there. The associate placed the teachers discount on the new device but said he could not do anything else and to wait a few days to see if the discount fixes the bill. I said I was told it was an upgrade and now have a completely other line added. Shame on Verizon if this isn't fixed I will be taking my service elsewhere because this is not the first time I have had shady business through them.

Verizon_Support

I know I would be shocked if my bill shot up like that after going in to have a replacement phone set up, Amanthony456. I do know that we don't sell devices, even if they are discounted to free with a promotion, without service, as we are a service provider. I would be happy to take a look into this issue and see what I can do to help resolve it. Please be on the lookout for a private message from me, so that I can help.

-Joseph

Kiwi2000

This happened to me too. I went into Verizon wireless to upgrade phone. A month later my bill increased so I looked and there is a new added phone number on my account. The new phone I got also has 2 phone numbers attached to it (original and new added phone number).

Verizon_Support

Having everything correct on your account is crucial. We never want any incorrect phone numbers on your account and are here to help. Has this issue been resolved or did you still need assistance with it? We want to ensure it has been fixed for you.

-Sean

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