I regret upgrading my and my wife’s VERIZON phones. The first bill after we upgraded was $680, which I expected but the next one was $1536. VERIZON customer service informed me it was due to a $1200 promotional charge back because we were on the wrong plan to receive the promotion. After customer service switched us to the correct plan, the agent advised me the charge back would be removed from my bill in a few days, but this did not happen. I called back and was informed by a different agent the charges could not be removed from my current bill, but I would receive credit on my next bill. I informed the customer service representative that a $1500 phone bill was not in my budget. The agent suggested I use the VERIZON app to modify my due date until the next pay period at which time the chargebacks would be removed. I did as suggested but after being notified by the app late fees would apply. I went into my savings and paid the $1536 bill.
So, upgrading my phones has cost me $1800 plus I still have to pay for the phones monthly. I hope the credit comes through as stated. I do not believe someone in VERIZON wasn’t able to remove the chargeback from my current bill.
Signed A 19-year customer
Hello, roger5633. Help is here as I understand how shocking that balance must have been to see. Thank you so much for this info. Please share more details on the promotion and the plan you needed to qualify so that we can help.
-Natasha
Ouch. From what you're describing, you were originally erroneously offered phone upgrades, but the service plan you had at the time was not eligible for the phone deal. But because you got new phones, you then got charged the full retail price of the phones, which you then paid to avoid your account getting dinged for late fees and future troubles. Afterwards, CS changed your plan to the one that does qualify for the phone deal, but you haven't seen any credit offset for the phones you had to buy outright. Since you now have the eligible plan, sure hope Verizon at least starts giving you a monthly credit over 36 months, which is how these phone deals work, to eventually pay you back for that $1500+.
If nothing else, at least you now have 2 new, paid off phones, but that's still not cool that someone at Verizon messed up with giving you misinformation at the start.
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