Phone upgrade offer

gmdenton11
Newbie

I upgraded my phone using the email I was sent for “buyout credit on us” through Verizon. I only had 3 months left to pay on my old phone so it said they would pay the remaining $150 or so. 2 months later they are trying to charge me for the buyout amount and my bill is now $230 FOR ONE LINE. I’ve talked to customer service multiple times and one person will say that they will honor the credit that I was promised but then they do not remove the over charge and text me stating that I have to pay it. 
I’d rather return the new phone, get my old one back, and go to a different company. 
This is not the first time that they have charged the wrong things to my account but they are refusing to fix it this time. 

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3 Replies
vzw_customer_support
Customer Service Rep

We're sorry to hear that you're running into issues with a buyout credit on your account. We'll be sending a private message so we can gather more details to assist with this issue.

-Katie

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m15
Newbie

Yep, I've been charged the "device buyout fee" as well, chatted with customer service 3 times now and assured it's been put in as a top priority and given multiple different timelines for it to be fixed. First by 5 Jun, then on 7 Jun assured it would be before my autopay on 13 Jun, NOPE.  Just finished a new chat that assured me it will be fixed and will show in 1-2 billing cycles, after the warehouse gets through checking our phones.......I think they may be hoping we forget or at least push off my complaining for 2 months.   Well, at least "5-7 days to avoid issues with the new ticket" according to a new email

 

 

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vzw_customer_support
Customer Service Rep

Thank you for bringing this concern to our attention. It's always our priority that you are provided with the best possible service. I can look into this buyout credit issue for you to get this issue resolved. Im sending you a private note in order to get started. 

-Will

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