On 12/4/24 I used the chat support to INQUIRE about a couple of things. 1. I wanted to know what adding a line (I already have two) would cost me. 2. I wanted to know what a phone upgrade would cost me. I got the upgraded phone, but somewhere along the way, I was upgraded to Unlimited Welcome, which lost me my mobile hotspot unless I wanted to pay extra. I had a plan with a 10g limit on data, it's fine for what I do, I do not need unlimited. Thursday, I tried to change back to my previous plan, and after a very long session, was confirmed that I had been changed back, and kept the upgraded phone. Today I see that I am still on Unlimited Welcome. I got on chat again, and was told that I cannot go back to my previous plan until 04JAN25?? So, I have a large bill coming up. I cancelled the upgraded phone and was told that it was too late and that I should return it as soon as it arrives. Looking through these discussions, I see a lot of customers that have returned devices, have proof of return, and they are still getting billed. I have been with Verizon for 19 years, my loyalty seems to have gotten me nothing in return. Using the chat is like talking to the IRS, you get different information depending on who you are talking to. I am not looking forward to the grief I am going to have after returning the new phone. I am currently shopping other services, between the money and the frustration dealing with chat, I am done.
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