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Formal Complaint - Verizon Agent Lied about my Trade In Upgrade Promo

rcp1999

After a month, I finally was credited for a PS5 that was wrongfully ordered for me by an incompetent agent, but I was not credited for the tax. A week later, I called an agent to request a refund for the tax which he quickly helped me with. Then I asked about an upgrade promo for $1000 off a n iPhone 15pro with trade-in that I had seen a month ago, but was removed recently. I had just redeemed that promo a month ago for a different line on my account. He said he could add the promo to my account and upgrade my phone for me and that I could ship the old phone back to Verizon in the box the new phone came in. 2 days later I get the new iPhone 15pro but I don't see any documentation on how to return the old phone. I called Verizon to ask about trading in the old phone for the bill credits, but he said the trade in was not processed. So I ask if he could process it now, he said he couldn't and that I would have to return the phone and wait for the promo to be added to my account again and then re-order it. I ask if I can return it to a local Verizon store, but he said I can't and have to ship it. I'M SICK AND TIRED OF ALL THE INCOMPETENT CUSTOMER SUPPORT AGENTS. VERIZON HAS THE WORST CUSTOMER SERVICE! THEY ARE ALL INTENTIONALLY TRYING TO TURN A PROFIT BY LYING INSTEAD OF GIVING DEALS TO THEIR LOYAL CUSTOMERS.

Comments

Verizon_Support

rcp1999, we're sorry to hear about the issues you're having with your promotion, and the problems you originally had with your PS5. We want every interaction with us to be a positive one, and if that's not the case we want to straighten things out ASAP. You can always upgrade your devices directly online, and process the trade-in order immediately to avoid any problems. You can take a look at current deals here: https://www.verizon.com/deals/

~Jesse

rcp1999

What a useless response. How will that help me with your Agent who lied to me about a promo?

Julie_Lynn

Did VZW ever do anything about your issue? Check out my issue with VZW charging me taxes for Washington state when I opened my account in Montana three years ago. VZW hasn't paid Montana state or Federal taxes for three years accurately! I have called for months to get this issue resolved to no avail. I finally wrote to the FCC. I'm done with VZW and their empty promises.

rcp1999

I had to keep messaging and calling them until one Agent finally credited my account. I don’t understand why they can’t just cancel the order immediately like Amazon does. But this same agent is the one who lied to me about my upgrade promo. I just traded in a phone for $1000 for the iPhone 15pro on another line. I saw the same promo on my line but it was recently removed. So I asked if I could get the same promo on my line and he said he could add it. So he processed the order and I kept asking him questions about sending my old phone back. He said just ship it back in the same box the new phone came in. When I receive the new phone there is no return label or paperwork about a trade in. VERIZON INTENTIONALLY LIED TO ME ABOUT A PROMO AND SCAMMMED ME. THEY STILL DO NOTHING TO HELP ME RESOLVE THIS.

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