Back in October I called Verizon to inquire about Fios. While the representive had me on the line explaining that it was a different number she noticed that I was paying for an old plan higher then what the same exact plan was now with no changes and convinced me to switch stating it would be 40 dollars cheaper each month. Excited about that she told me to call after the 2nd which was when my new cycle began and I did that in November. My new plan price was awesome I was happy to save and then come the next couple bills they went up 30 bucks making my overall savings only 10 dollars. Every month Iโve been on the phone with a new representative for over an hour only for them to be confused as to why, and issue me a credit which never came. Finally I saw the issue , my trade in credit for both our phones were gone even thing we had 18 out of 36 remaining. I was super confused and when I spoke to another representative they stated that we were sent emails warning us that our new plan would not have the credits from previous bills and to act quickly and switch back. But in our email we only saw the invoices and nothing warning us our price would change.
If the first representative told us over and over again it was the same exact plan it just had a new name and it wouldnโt change at all. Why did our credits come off and if those credits were trade in credits for our phones and had nothing to do with the plans themselves why did they get taken off. Weโve been loyal Verizon customers for way over 12 years yet thereโs no help in lowering our bill and when we finally find it they find a way to take off any help so itโs not that much lower after all. I really want them to honor what they stated and credit us to our account months of overpaying and have our bill be what they promised. They record all conversations so all they have to do is go back and hear the breakdown and reassurance of the first agent over and over again. Iโm super upset that new customers can come to Verizon, get new phones and plans for 30 dollars a line and weโve been paying close to 300 for years. Itโs really disappointing and when I try to speak to a supervisor or manager to complain they give me the run around and never connect me. Can someone please help?
Hello Mattsteph, we want to make sure we assist with your billing concerns. So we can better assist, we will be reaching out via Private Message. -Dee
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