Formal Dispute Verizon Billing, Plan Misrepresentation, and Unfulfilled Promises

[harisbabic]

To Whom It May Concern,

I have spoken with 3 representatives who have assured me that my account would be resolved as promised. You have left me with little choice. I am writing to formally dispute the charges and plan discrepancies associated with my recent account activation and services with Verizon, initiated in April 2025. I am extremely disappointed by the misrepresentation, lack of follow-through, and financial harm caused by the failure to honor the terms discussed at the time of signing up.

Summary:

I signed up for Verizon service on the basis of very clear and documented promises made to me by your live support representatives. The terms were discussed in good faith and I proceeded with an upfront payment of $409.50 based on the following conditions:
• Monthly bill would be $166.25 for 3 iPhone 16 Pro Max 512GB devices with unlimited talk, text, and data.
• Home internet 1000MBPS would add $55, totaling $221.25/month for everything.
• Taxes and surcharges were stated to be included.
• Activation fees would be waived.
• Devices were to be free or nearly free under a promotional plan. The only cost to me would be sales tax on the phones.
• A free Samsung 43” TV or Meta Quest headset was to be included with the Home Plus internet plan.

All of this was confirmed in writing via your support chat system, which I have thoroughly documented with timestamped screenshots. Your agent explicitly stated that “taxes and surcharges are included in the monthly bill” and assured me that “everything is included in your discussed bill. So rest assured on that part.”

However, here is what actually occurred:

Broken Promises and Billing Inconsistencies:
1. Final monthly bill was not honored.
• Instead of $221.25 or even the later revised $261.25 without AutoPay—with AutoPay, my current bill is showing as over $330/month, with additional device payments and surcharges that were never disclosed upfront.
2. Phones were not truly free.
• Instead of the promised “free” devices or even near-free, I am being charged $200 per phone over 36 months ($5.75/month), totaling $600. This was never disclosed or agreed to.
3. Taxes and surcharges not included as promised.
• Despite your agent stating taxes and surcharges were included, I was later billed separate federal universal service fees, regulatory charges, and local/state taxes that were not part of the agreed monthly cost.
4. Activation fees were not waived across all devices.
• I was promised waived activation fees “as a gift,” but still charged them on multiple lines.
5. TV promotion not fulfilled.
• I was told I’d receive a Samsung TV or Meta Quest headset with the Home Plus plan, yet to this day I have received no confirmation or email for redemption, despite reaching the 60-day mark and seeing the promo banner in my Verizon dashboard.
6. Misleading agreement process.
• During order confirmation, I expressed concern about the Terms and Conditions indicating “51% in fees and charges.” I was again told to disregard it because “everything is included in your discussed bill.”
7. Service quality is worse than what I left.
• I was told that Verizon’s service in my area would be better than Spectrum, which was my only reason for switching. It has proven to be significantly worse in terms of signal reliability and speed.

What I Am Requesting:
1. Immediate correction of the billing to match the agreed-upon rate: $221.25/month after AutoPay, including all taxes and surcharges.
2. Full removal or retroactive credit of all device installment charges (or equivalent monthly credits to zero the balance).
3. Waiver or refund of all activation fees across all devices and services.
4. Immediate resolution or fulfillment of the TV offer as promised.
5. Written confirmation that all verbal and written commitments made during the chat sessions will be honored.

Documentation:

I have retained all screenshots of the chat transcripts where these statements and promises were made, and I am prepared to share them with Verizon leadership, as well as the FCC, BBB, and Consumer Protection Agencies if needed.

This issue has already taken up a significant amount of my time and patience. I have contacted Verizon multiple times, and despite being told the issue was “escalated” and would be resolved, only 1 out of 3 phone lines has been corrected — leaving the rest of the problem completely ignored.

If this issue is not resolved immediately, I will move forward with filing complaints with the Federal Communications Commission (FCC) and the Better Business Bureau (BBB), and I will also begin documenting this story publicly so others may be informed of similar treatment.

Next Steps:

Please respond in writing within 7 business days to confirm resolution and commitment to the above terms. I will not be making further payments until this is resolved as it was Verizon who misrepresented the terms — not me.

Sincerely,

Haris