got two iPhone 13s

[Rideordie824]

I got two iPhone 13s on a promotion, just pay taxes. They never worked right. We had data issues from the start.  Even with full bars 5g a lot of times the page won’t load. Getting driving directions is seldom possible. I finally called in December and asked what could be done. They said it’s the phone and we can send you a replacement. I asked instead of giving me another problematic 13 if I could get the new 14s and just pay taxes. I was told no. I declined a replacement 13. Then in January I decide I can’t take it anymore I call in and spoke with a rep named Cre. I said, can I get the replacement iPhone 13s please. She put me on a long hold and came back and said “I have a solution, I can send you 2 iPhone 14s, you send back your 13s and pay the taxes.” I said “Great, that’s what I originally wanted but was told NO.” I clarified with her 3 times that my monthly bill would not go up. She assured me it would not. I looked at the new bill and it was $100 a month more. I asked again “I thought my bill would not be going up?” She replied with “once we receive your old 13s, the charges will fall off.” I said “great here’s my credit card for the taxes.” I was so happy she was willing to take the time to help me. I got the phones and sent the old ones in. My bill never went back down. I called in and the supervisors I spoke to, told me there was nothing they could do and I would be responsible for the device payments totaling $2200. I asked them why Cre has mislead me and one of the ladies acknowledged she mislead me but said  “the device payment was valid.”  I begged them to listen to the recorded call where Cre had told me that my monthly bill would not go up and they refused. I asked if they would send back my 13s as I cannot afford the extra $60 a month and they said they could not.  When I called in I asked for a replacement 13 and the rep Cre mislead me and assured me to believe that I would only be liable for the taxes and my bill would not go up and now they tell me there is nothing they can do and they won’t even review the call to validate my claim. I am beyond frustrated and I was lied to. I will be making some calls to local attorneys and searching for a new carrier. And I’ve been with Verizon for around 10 years. And on this forum I have seen countless posts of Verizon “misleading” their customers. I guess Verizon puts profits over customers. Sad 

[vzw_customer_support]

Rideordie824, 

We are so sorry for the confusion. We want to make sure we have a better understanding. Did you start new agreements with the new phones? What happened to the old agreements?

-Jenelle

[Rideordie824]

I am not sure. I believe it was considered a new agreement and the old agreement was cancelled. But it’s not what I verbally agreed to with Cre on the phone. 

[vzw_customer_support]

Hello there, Thank you for reaching out to us. We can definitely take a look at that from here and see what happened and what is currently there. Please do us the kindness of sending us a Private Note. 

*Faith

[Rideordie824]

In response to  my last post,  Verizon reached out and went back and forth with me for almost two hours this morning. Instead of having accountability and owning up to their mistake, they talked to me about switching plans, trading in devices I no longer have. But they don’t want to discuss how Cre mislead me and hooked me into $2200 worth of device payments. When I called in I asked for replacement 13s and she suggested I get the 14s and just pay the taxes. Now I have $60 worth of device payments due each month that I cannot afford and all they want to do is waste my time and run me around in circles not acknowledging that their rep made promises she apparently couldn’t keep. Profit over people. I’m disgusted by how much time I have spent on this to get nowhere. Just run around after run around. But no one will listen to the recorded conversation we had, where she assured me my monthly bill would not go up. Verizon has forgotten where they came from. They are so big, they don’t care about the little guy. The individual customer. Even though I’ve paid $160 a month for over a year on service and phones that have had nothing but issues. I’ve been a customer for about a decade, and I’m all about loyalty, but how do you continue to be loyal to a company that’s not loyal to you? Lie and deceive to turn a profit.  Zero accountability. All I want is what I was told I would get. That’s all. Stand behind your words. But instead all I get told is sorry there are no promotions available. And all these times I’ve called and emailed in, I never wanted a promotion. I already know they are not available. I’ve been dealing with this for months. I want ACCOUNTABILITY! No one seems to know what that is anymore.