Hello,
I moved to Verizon from ATT in March 2022 and traded in my iPhone 11 Pro Max 256GB at $1000 valuation as per promotion back then. I got an email from Verizon with Submission ID that my phone is appraised at the same $1000 and will receive promo in the next two billing cycles. It never happened till now and every month I was billed the wrong amount till today.
I spoke with multiple agents regarding this issue and every time I was promised it will be taken care but nothing materialized.
The following are the dates I spoke with customer care -
1. Sept 1, 2023 - Bruno
2. Aug 21, 2023 - Emia
3. Aug 18, 2023 - Johna
4. Aug 17, 2023
5. June 3, 2023 - Aaron James
6. Jan 24, 2023 - Mancy
7. Jan 23, 2023 - Pooja
8. Dec 1, 2022
9. Oct 14, 2022 - Christina
Even when I spoke on Aug 21, I was assured that promo will be applied and I will receive a call on 30/31 Aug but neither happened. On Aug 17/18 I was assured the same will be done and same, nothing! On June 3 I was assured the same and surprise, surprise nothing changed and on top of it I was given $100 credit for my "patience" according to the agent and I was promised a follow up on the billing cycle to make sure my bill is correct but same like my every experience it didn't happen. I am lost now on who to contact, not even one promise was kept except for today. Bruno is the only agent who said they will follow up and actually did but there was nothing he could do.
Due to personal reasons I am leaving the country on Sept 4th and I was told I should pay $580.45 that's left on the device. If my promo is correctly applied I should be receiving $530 credit but I was told it's not possible. No one helped, every agent just gave false promises and no one till now followed through on the case. I wasted about 2 hours (which I didn't have!) on every call, giving the old device ID, submission ID, dates etc.. and I asked every agent to document it so that it's clear for the next agent but even that didn't happen and it's always me wasting 2 hours to explain in the hope of getting this resolved. Today I was offered $145 credit and asked to pay $435 to pay off the device. If I pay the $435 then I would have paid $965 in total for nothing. Someone please help me out, I have enough troubles as is and don't want this on top of everything.
Thank you!
18-months is far too long to be dealing with a device promotional issue, sarathemandava. I know that your time is valuable and that you've been through this ordeal too many times. We definitely want to help find a resolution. Please be on the lookout for a private note from us.
-Joseph
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