My wife and I went into the Verizon Store in Harleysville, PA to add a new line. In what I assume was a bid for a commission, we were told that my wife (who has been a Verizon customer for 16 years), and myself, were eligible for new phones at no cost on an Unlimited Welcome plan. We were also told that we would receive a free phone for the new line. The only cost to us was supposed to be the taxes for the phones. We also chose to upgrade to the 256gb phones but were told that this would only cost around $5 per line. It took 4 HOURS of the employee repeatedly getting on the phone with what I am assuming was some sort of customer service line that they work with before we were finally able to leave with the phones. We were told that our first month’s bill would be about $217 before taxes due to the activation fees, and that our monthly bill would be about $126 after that. Sounded like a great deal, and figured that we could accept that the 4 hours was just time spent to get the deal.
The following week, my wife checked the Verizon account and noticed that our next bill was scheduled to be $424, and that all following months would be $255! As a result, she returned to the store. She was told by the store employee that 3 of the plans were signed up for higher level plans by the customer service reps than agreed to. She was also told that we were enrolled in “extras” of Disney Plus on one line and Apple One on another, and that we were being charged way in excess of the device fees, none of which was agreed to. She was there for ANOTHER 3 HOURS with the employee who then said everything was going to be corrected after he submitted a ticket.
Another week later, nothing is corrected on the bill. My wife just sat on the phone for another hour with Verizon Customer Service. She was told that outside of removing the Disney plus and Apple One that there was nothing that they could do, and that our bill was going to be $374 now for this month and moving forward $180 a month. So over the course of the 3 years which they required us to agree to a contract on, we will have to spend $2,160 in monthly fees that we were lied to about and then told nothing could be done for. This is unacceptable and we would like someone from corporate who can actually correct these errors. The pictures are the monthly fees (pre-tax)that we were told by the store employee we would be getting with his card and signature. This included a $25 employee discount and $30 discount for being enrolled in autopay. There is also a picture of the his computer screen showing the input that he did to give us our monthly quote.
