New Phone Line Issue

[Froggy62]

On Friday, May 23, 2025, I contacted Verizon to inquire about your advertised promotion offering $40 per line with a new phone included. I spoke with an agent named Josh, who informed me that the total for three lines for myself and my two sons would be $105 plus taxes and fees, and that he would waive both the activation fees and plan charge fees. Based on these specific assurances, I agreed to become a Verizon customer.

I explained clearly to Josh that one of my sons is a doctor currently working in Chicago, and that it is critical he be able to use his phone at all times due to the demands and responsibilities of his job. I told Josh that I would need to ship the new device to him, and that in the meantime, he needed to continue using his existing T-Mobile phone. Josh guaranteed that my son's number would not be ported over to Verizon until he personally activated the new phone, and that he would not lose service.

Unfortunately, that promise was completely false. As soon as I picked up the phones from the Verizon store later that day, none of our phones worked neither mine, nor either of my sons’, including the one in Chicago. We were all left without service unless connected to Wi-Fi. My son, the  physician, was suddenly and unexpectedly left without a working phone, which is absolutely unacceptable given the nature of his work.

Over the following two days, I had to make multiple trips to the Verizon store, spend hours on the phone with customer service, and endure unnecessary stress and frustration, just to temporarily restore service to my son’s current phone. This situation has been a complete disruption to our daily lives and could have been entirely avoided had I been given accurate information from the beginning.

To make matters even worse, when I checked my Verizon account today, I was shocked to find a projected bill of $398.65 more than three times the amount I was promised by Josh. Once again, I had to contact Verizon and go through the exhausting process of explaining what was originally agreed upon. The discrepancy between what was sold to me and what has actually occurred is unacceptable.

This experience has been riddled with misinformation, broken promises, and a disturbing lack of accountability. I trusted Verizon to provide reliable service and fair treatment, and I have instead been left feeling deceived and completely disillusioned with your company.

I would like to request that I be given the option to cancel my Verizon service in July, when my son returns home, so that he does not have to go through this same frustrating and potentially dangerous process again. No one let alone a medical professional should ever be without phone service because of misleading sales tactics and poor execution by their provider.

Please confirm in writing that my account will be eligible for fee-free cancellation in July, and that any erroneous charges including those related to activation and plan fees that Josh promised to waive will be corrected.

[vzw_customer_support]

 we never want our customers to experience this and would be happy to review your account to ensure it is corrected. We do have our 30 day return policy as outlined https://www.verizon.com/support/return-policy/ and also will be on your purchase agreement. I am sending a Private note where we can discuss your private account information and review the billing concerns if youwould like.

-Kaye

[Froggy62]

Throughout my numerous conversations with multiple Verizon agents, not a single person informed me of a 30-day return policy. I explicitly asked every agent whether I could cancel my plan and return to T-Mobile, and each one emphatically told me I could not. I was consistently misled from the moment I made the unfortunate decision to become a Verizon customer.