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Bill increased - didn't honor tradein value promise

I've read other posts about upset customers who didn't get their promised trade-in value honored. This is exactly what happened to me. A Verizon representative promised me a great trade in value to switch over from At&t to Verizon. Once I switched, she stopped answering my questions and my bill was not what she guaranteed it would be. I tried to fight my case to get the promised trade-in value for a few months and finally gave up after so many deceptive promises to fix and look into my account. Now I see an additional $10 is being added to my being because the trade in value for one of my lines has all of the sudden changed again after about 9 months. I am so upset about the terrible customer service experiences I've had with Verizon that I don't even think it matters to contact customer service. Nothing will be resolved.

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Verizon_Support

Hello, LULU38, we certainly appreciate you for choosing Verizon and we want to help ensure that your questions are answered with regard to your trade-in. You mentioned the value for one of your numbers has changed after nine months. Are you seeing a lower credit on your bill? If so, have you made any changes to your account such as a new plan?

-Lauren

LULU38

Yes, since last month I see a lower credit on my bill without any reason or warning. All the sudden my credit for one like decreased and zi didn't make any changes. This is after I've already had issues with two lines getting a lower credit than whay I was promised.

Verizon_Support

It is always important to stay on top of any changes to your account. We will be sending you a private message to better assist you.

~Freddy

Verizon_Support

We're here to help. Let us know if you need assistance. ~Peter

LULU38

Hello. Just an update on my post. I got a few

private messages feom customer service reps, which is great. But, no offense, they were pointless replies telling me what I already know. Additional, they asked me if I still have an issue figuring out why my bill increased when I clearly stated the reason it says it increased on my bill. The point here is that Verizon has done nothing but disappointed me with the lies about trade in credits and now they actually decreased one of my trade-in credits after months. Be careful when you accept an offer because just because a rep promises you a certain value doesn't mean they will honor it. Here I am paying at least $30 more per month than what what was promised to me when i signed on. Yes, I am just referring on the trade-in values.

Verizon_Support

Hey there, LULU38, we want to help ensure that your billing questions are answered. So we can continue to assist you, please reply to our Private Message.

-Lauren

LULU38

Quick update on my post. After my original post, I got several private messages from customer service and a link connect with them via messages "to solve my issue." On Friday, 07/19/24, I connected using the link to chat with customer service. First, my chat didn't consist of one on one because I noticed at least 3-4 different reps replied to my chats. Secondly, I was on that chat for 2 HOURS. Lastly, it was a COMPLETE WASTW OF TIME. THE CONCLUSION was there was an audit which concluded my trade-in credit was incorrect and I was receiving more than I should have been getting credited, so it was removed. All this happened after about 8 months of service and out of nowhere to me without a warning or anything. Bot only this Verizon do this to me at the beginning after my plan started, but now they did it again. They had the gut to say I was given the wrong credit at the beginning of my service and raised my bill, and once again they raised it because again it is wrong for another line. Then, after I realized that I wasted 2 hours of my time in a POINTLESS CHAT, again, I said I had the right to connect to a manager. In return, I was left hanging without a reply for about 10 minutes. Then, suddenly got disconnected with a message saying it looked like I texted the chat, which is completely absurd because I didn't. This is not the first time my chat lasts hours with Verizon and then they suddenly terminate the chat unexpectedly.

The sad part about this is that if they went back and listened to the calls and read the chats between the customer service rep and the customer. They would realize that customers are lured in with FALSE DECEPTIVE information to get them to switch to Verizon. Then, we are IGNORED and given excuses of why our service is nore than what we thought it would be. Verizon has the power to impose all the costs they want on us and we don't have anyone yo back us up as customer of Verizon. I deeply regret switching from AT&T to Verizon because the only flaw with At&t was their connection was weaker, which is no longer the case since I am now experiencing terrible signal with Verizon too. At least, at&t would solve all my concerns and keep their word on their offers, which is completely opposite with Verizon.

My advice to anyone reading this is to earn other potential customers and customers to not waste their time trying to solve this type of issue with Verizon because they will get nowhere and they will pay all the additional charges they add without any doubt. Also keep all the documentation between the rep that assist you when they are trying to lure you in to became a customer,bit might help you if you can get the right person to help you. I have documentation but it hasn't made a difference in my account. Verizon is not even accredited under the BBB.

Good luck to all solving your issues with Verizon. You are going to need it.

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