Verizon store complaint

[dsteele3]

So traded in my iPhone 12 pro for a iPhone 15 pro max prior to a European vacation in a few weeks. Told the Verizon store employee I had purchased an esim for international use an they told me that would be the most economical way for me to get service and data, they even went through how to install it on my new phone. Well when I get to my destination and try to install the  esim it won't install because my phone is sim locked! Further research reveals all Verizon phones are Sim locked for 60 days after purchase a fact they failed to disclose or were unaware of. So I am out of the cos of the esim and have to pa Verizon's ridiculous $10 per day travel pass fee which works out to a few hundred $ for my trip. I want to file a formal complaint and have my phone unlocked immediately! You should train your employees better or maybe you just don't care.?? 

Please help me fix this.

[SynthpopAddict]

Sorry about your phone being locked, but that's the policy as posted on Verizon's website.  Either the sales person you were talking to forgot to point out that your foreign eSIM would not work, or they misunderstood thinking you wanted to install 2 Verizon eSIMs.  Every carrier big or small has such a policy on their devices, but how to unlock a carrier phone varies depending on the carrier.  The only way to not have to worry about a locked device is to buy an unlocked phone from a 3rd party source.

VZW device unlocking policy. Accessed July 14, 2024

[vzw_customer_support]

Hello, dsteele3. Wishing you safe travels. It is always important that we set proper expectations especially when it comes to using your phone internationally. My apologies to hear that didn't happen. Devices are locked for 60 days before it can be unlocked. We can definitely submit feedback. Please tell us which store it was and who you spoke with. 

-Natasha