I initially planned to upgrade just one phone, but thanks to a current promotion, I decided to upgrade my husband’s phone as well. However, there was a catch. One of the phones still had a little over $200 remaining on its payoff, which I paid off directly at the store.
Nowhere—not from the salesperson, the mobile app, or the website—was there any warning that paying off the phone would void the promotional credit, and I’d be required to pay that amount back. To me, promotions should function like coupons: the benefit you receive at the time of purchase shouldn’t come with hidden strings attached.
I understand Verizon’s goal is to keep customers locked in for 36 months, but I wasn’t planning to go anywhere. Who remembers the fine print or gets a clear explanation during a phone purchase? This critical detail should always be communicated upfront, and the app or website should alert customers about the consequences of paying off their phone early.
Verizon needs to do better.
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