Request for Resolution of Billing and Upgrade Issues

[Raj54]

I am writing to express my concerns about unresolved issues with my Verizon account and services. I switched from AT&T to Verizon expecting a better experience, but over the past year I have faced repeated discrepancies between what was promised and what has been delivered.

Key Issues:

1. Billing – I was promised that with my home internet, one existing line, and an additional new line (iPhone 16 Pro 512 GB), my total monthly charges—after applying my First Responder discount, loyalty discount, and other promotions—would be $111. My bills are not reflecting this agreement.

2. Phone Upgrade – As part of the agreement, I was assured that I could upgrade my iPhone 14 Pro Max to the iPhone 17 Pro/Pro Max (512 GB, with or without trade-in) under this plan. However, I am now being presented with higher charges inconsistent with what was promised.

3. Perks – I was also told that Netflix and Max with ads would be included at no cost, yet these have not been activated.

I have discussed this issue with multiple representatives and even supervisors, but no one has been able to provide consistent answers or honor the original commitments. I do have records of these discussions confirming the offers made to me.

Requested Resolution:

• Adjust my account so my total monthly charges are corrected to $111, as originally promised.

• Provide the upgrade path to iPhone 17 Pro/Pro Max 512 GB (with or without trade-in) under the agreed conditions.

• Activate Netflix and Max with ads perks as part of my plan.

• Provide written confirmation of these corrections for my records.

I trust Verizon will honor its commitments and resolve this promptly. Please treat this as urgent, as it has caused repeated frustration and loss of confidence in the service.

Thank you for your assistance.

[Kh_Bernard]

Hi Raj54,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on the envelope icon next to your avatar at the top right corner of this page. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.

Thank you

[vzw_customer_support]

We want to help ensure you are getting the best value for your plan and explore all of your upgrade options. We will be sending you a Private Note to further assist you. 

-Christopher