Recently, on 7/25/24, I added a third line to my bill. I called sales to inquire about current promotions. The sales rep, who was very kind, informed me of a deal for a free iPhone 15 with a 36-month contract. My bill would only increase by $25 per month, excluding taxes and fees, for the Unlimited Plus plan. The rep explained this would take effect after the phone was activated. Due to activation issues, we had a two-hour conversation, and I was promised a callback the next day to finish activation. I confirmed the $25 line quote and that it would be added after activation at the end of that call, again the rep promised it’ll all be taken care of.
It took almost 24 hours to activate the phone after picking it up from the Verizon store. This involved two-hour long calls, and I was told billing would be resolved in 72 hours.
Seven days later, I called again because the "free" phone showed a 36-month installment charge, and the line price increased by $40, which was not what I was promised.
Sales transferred me to another department, where I was told the installment credit would take up to 30 days. Since I've been a customer for 5 years, I accepted this. However, I was then informed that the calls where I was promised the $25 line price would be reviewed.
Later, I was told the initial sales call recording couldn't be found. They offered me the $25 line price for two months but then $65/month. I reminded them that the $25 line price was reiterated and agreed to in the two additional calls after the initial sale call, one of them should be able to be found.
How can I rectify this HUGE discrepancy? I need the recorded calls from 7/25/24 and the follow-up calls on 7/26/24 to resolve this issue. Any suggestions?
#iphone15
#iphone
#newphone
@Anonymous
#verizonwireless
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