On April 15, 2025, I switched from T-Mobile to Verizon and purchased an iPhone 16 online through a promotion that advertised the device for $0.00 with a plan. After checking my credit through the Verizon app, I was prompted to call a number to complete the purchase.
During the call, I first spoke with a female agent who verified my information and transferred me to the sales department. There, I spoke with a sales representative named Merko, who informed me that the previous agent had mistakenly submitted an order for an iPhone 13 Pro without a plan, and only processed a number transfer for my existing number
I immediately informed Merko that this was not the order I intended. He acknowledged the error and submitted a corrected order for an iPhone 16 with the Unlimited Welcome plan, but it included a new phone number ***** instead of porting my existing one. Merko assured me that once the device arrived, we would cancel the temporary number, and my account would reflect the correct plan and number. He also informed me of a $73.04 charge for taxes and applied a $35.00 account credit to offset the inconvenience.
I paid the first bill of $35.08 after the discount. However, subsequent bills continued to show charges for two active lines, despite my repeated requests to cancel the second line. Specifically:
• April 15, 2025: Called and texted Merko; visited a Verizon store for assistance.
• April 19, 2025: Texted two additional agents regarding the $35.00 credit for the second line.
• May 16, 2025: Contacted Eleanor, who escalated the issue to a manager and requested an additional $65.67 credit for the continued billing error.
Despite all this, when I checked my upcoming bill due June 15, 2025, I again saw charges for two lines totaling $68.96. I have clearly stated on multiple occasions that I only wanted one iPhone 16 with my existing number, and never agreed to maintain a second line.
I have tried to submit a notice of dispute but my account number was not recognized. This issue has become extremely frustrating and emotionally draining. Each time I contact customer service, I’m told it has been resolved, yet the next bill shows the same error. If this is not resolved immediately—by removing the second line and issuing full credits for the incorrect charges—I will be left with no choice but to escalate this to regulatory bodies (FCC, BBB).
Please resolve this matter once and for all.
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