So we decided to upgrade both of our lines to the new Samsung Galaxy S23 Ultras. Went through the whole process online and everything seemed OK. We knew about the $35 upgrade fee per line. However when checking next month's bill estimate, I see that it looks quite a bit higher then it should be, even with the upgrade fees and first full price device payments. Upon looking at the break down by line, I see that both lines are set to be charged the $35 upgrade fee twice.
So I chatted with customer service through the app, where he said the bill will be corrected before we get the actual bill. This seems like a major cop out to me, why not remove the extra charge on each line before I end up getting billed for it? Has anyone else encounter this problem? Don't mind paying the $70 in upgrade fees, but I definitely mind paying double ($140) for no reason and getting zero help to fix what should be a simple issue. Verizon not sure whats going on, but we are just about at our limit with this kind of shady behavior.
Strongly considering canceling the orders for the new phones and taking our phones and service to Spectrum instead.
The same thing just happened to me. Verizon posted a $35 plus tax upgrade fee on a one that was upgraded (for a $35 fee last fall.
The customer service rep took off the charge and said for some reason it was showing up as a new upgrade in March. When she did a deeper dive , she saw I had already paid the fee in November.
I asked her to escalate this problem to her supervisors so people aren't unwittingly getting overcharged , especially if they use Verizon's automatic payment system.
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