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Communication regarding upgrade

JP1980

I recently upgraded my phone lines, or thought I was upgrading, to get an new phone. I was also able to add a new line as dual sim to my existing phone. I was excited about all this until I realized my phone plan had been downgraded AFTER I was told I'd be keeping all the same perks and that there would be no difference in my plan. Now I no longer have iTunes included like I did before, and I no longer have a mobile hotspot unless I want to pay extra. We were told our bill wouldn't change and we'd keep all the same plan perks. If I add plan perks I had before, my bill will go up at least $30 a month. Seriously considering switching to TMobile. Verizon clearly pays their customer service reps some sort commission. They talk fast and give misleading statements. Really disappointing after being a customer for so long to be treated this way.

Comments

SynthpopAddict

Sorry to hear that. From what you're describing, you must have been on an older service plan where perks were included. But then you got signed into some device contract (?) in order to get a new phone. If the phone is associated with some type of promotion, all promos are only with current service plans, and none of the current service plans have perks included. To give the Verizon rep credit, at least they did manage to keep your phone bill the same, as I've read many threads in the forums from other customers who went into sticker shock after seeing their new phone bill following some kind of upgrade.

Yes, the sales people are commissioned, but I'd have to think the competition also does the same thing. My personal experience with the Pink Logo Place was the store employee tried not only to upsell me on a "better" plan than the one I wanted, but also spent several minutes trying to get me to switch my home internet service over to them. Others have reported the same thing with their sales staff trying hard to push the home internet service when you're trying to just sign up for phone service. And if one competitor has commissioned sales staff, the other one must be doing the same, or they'd have a hard time hiring anyone to work in the stores?

Verizon_Support

Hi JP1980, I hear your frustration and I understand why you're upset. Changes to your plan should always be clear and upfront. So we can better assist, we will be reaching out via Private Message. -Dee

PARAPRO65

Wrong. If they reinstate the perks that were there before, it is going to cost them $30 more a month.

PARAPRO65

TBH, Verizon's prices are ridiculous. It no longer saves you money to have multiple family members on one plan. Each family member could have their own separate acct. and it would cost the same. I'm about done with V. Highway robbery is what it is.

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