CS rep about promo

[Cheaves_]

So I feel stupid for trusting them, but long story short after calling to troubleshoot a connection problem the other day, the associate I was working with told me, word for word, that she noticed that I "had an 800 dollar credit for being loyal and in good standing" I was weary of this and proceeded to spend nearly an hour interrogating her about the details as I was driving on a long commute home.  I was skeptical and very clearly and diligently asked several things like if my bill would increase, if my account would change in any way, that my old phone would have the small amount still owed on it waived, that I would keep my number as well as have no account changes whatsoever.  She assured me all of these would not happen MULTIPLE TIMES.  I also expressed that I was grateful as I am struggling and new charges would cause me to lose my home.

After much deliberation I was satisfied with the deal and told her to proceed.  She told me all I had to do was click the sent link and sign the form.  I pulled over to do so and immediately saw some concerning information.  The form stated that my next bill would be $201 and that the new phone is $799.  I told her that I would not like to proceed if that was the case.  Well she assured me that it was only reflecting the amount before the promo went through and that the phone would be comped and that my bill would reflect accurately the next day.  She also explained that the monthly bill was only higher because it reflected 2 months of payments plus a small activation fee on the new phone.

I received the new phone in two days and I initially noticed that it gave me a new number while activating and that my old phone still worked.  I immediately realized I had been lied to and after setting everything up and logging in to My Verizon it was confirmed that I now had 2 lines and that I would be paying a massive monthly bill.  I am extremely disappointed and this has confirmed my immediate departure from Verizon if this issue is not promptly fixed.  This marks several occurances of Verizon CS reps clearly and blatantly lying about offers and charges and I have now have to figure out how to pay my rent after this huge charge.

If anyone else has dealt with this or gotten it fixed please offer me insight.  I set up the new phone on a Saturday so I believe I'll have to wait til Monday to reach someone who can actually help.  Not sure if I should go to a store or do this with the CS team.

[Workerbee2]

I definitely understand it’s almost as if I went through the same exact thing with two representatives in the store so now I think I’m in a better place but I’ll tell you what I went through. I’m a bit naïve and I used to make fun of my mom got rested soul but now I’m getting up there and I went in to switch and the rep told me different promos and what have you and then I was being charged a lot more than I expected. I was on with the reps. I think I signed up on 9 September and I was on the phone within three days getting things fixed once we’re like four different people online and vice versa because I ordered my phone online and then went to pick it up in the store and the rep in the store. I guess they work on commission in a drawer so they wanna make their money and that’ll just tell you a lot in a nutshell I get that fixed and then I realize that I’m paying within two or three weeks my first bill and then I have another bill right on top of it a week later so even let that go. I go back in the store asking about the watch cause I’m within 30 days you can get a watch that’s the second line that’s the promo saying and I understand pro rating and I’m in the same position as you as far as home and bills working two jobs so the watch would come in handy for safety vice versa this rep tells me to switch my Netflix to switch things to save this to save that long story short, which I know it’s not activation fee as it was waived on my next bill my bill went up, which is fine in regards to what it went up to, but they do omit a lot of things because again they’re on commission so if they say they’re giving you a deal when you’re sitting there with them, but they’re doing is pushing it out to the next bill and the promos and your bill up in regards to like the perks I had something similar to what you had done when you start a new line that’s what they wanted me to do and I didn’t cause that happened to me once was boost and it was a nightmare. You have to switch your email. You have to switch this so I think Verizon bottom line is gonna do right by you. You just gotta ask a lot of questions because it’s like a car salesman because I realize they don’t get salary and they’re on a draw and whatever they don’t make those against the draw don’t ever do any business on the phone driving even if you work a lot go into the store and work with people I think you should not wait. I think you should go into a store if you have time today before six and they will fix it for you they also rotate their workers in the store so one person you spoke to one day in the store is gonna get rotated to other local stores that must be done for a reason. I’m happy now, but I had to really look someone in the face each time online or talking to someone is not the right way even if you talk to someone in a store go in and sit right with them and ask a lot of questions and they will fix your problem. They fix mine. I hope I helped you. I’m sorry. Long story but I just wanted to let you know I hear you I feel you, but it can be fixed. Go to the store

[SynthpopAddict]

If it's been less than a month, I want to say you can return the new phone if you pay a $50 restocking fee.  Don't know about how the contract details are though, you'll need to check closely with Verizon on if you can be let out of the contract.  Otherwise, it would simply be a matter of disconnecting the second line which you don't want.  Sorry to hear about your experience - either the first salesperson completely messed up and added another line when you only wanted a device upgrade (which still costs you money upfront, then Verizon credits you back for 36 months to cover it) - or they were upselling you on getting a 2nd line.  Good luck and I hope your financial boat stays afloat.