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In May 2023, I purchased iphone 12 online through Verizon. It was supposed to be free after monthly credits over a 3 year period. I received the phone and it did not work properly so a replacement was issued. I'm guessing that's where the problem stemmed from(the replacement) but the credits were not being applied. I waited until July to call (because they always say it can take 1-2 billing cycles). Since then I have called 6 times on this same issue and probably have spent 12+ hours on the phone with customer service-all who have promised me that they are taking care of it only to find on the next bill no changes were made and another phone call. I finally spoke with a supervisor (after requesting multiple times and holding for over an hour on multiple occasions) who informed me that the only solution was for me to call back each month (for the next 28 months!!!) and request the credit to be applied each month. This is after I have spent 1-2 hours each time calling about this issue having to explain the entire thing over and over(even though they always tell me they are putting notes in my account and I won't have to). So I am supposed to spend an hour+ each month to get my $17 credit-unbelievable!! Customer service used to be great years ago but the last couple of years it is horrible. How is wise for Verizon to be paying customer service reps for that many hours to resolve a relatively simple issue. I have proof of the offer-this is a straight forward issue to resolve. So frustrating!!!

