Sales Practices

[MKB81]

I  recently updated my phone and got swindled and taken advantage of as a long time Verizon customer. On 3/22/23 I upgraded my iPhone. While in the store the salesperson let me know about all the different promotions I was eligible for. I took advantage of more than one of them and ended up with a slightly higher bill of $106 a month. I went over my cost MANY times with the salesperson because I know what my budget can handle and always make sure to stay within it. Fast forward to six weeks later and I get an email from Verizon saying changes I made to my account on 3/22/23 made me ineligible for my promotions. Those would be the changes I made in store with the salesperson. Why was I not alerted to it that day, by the salesperson? Also, now my 30 day return window is closed so I am stuck paying for a device that I was told would be free due to my promotional offers. My bill is now $124 a month. I went back to the store to resolve the issue but the only thing that happened was “a ticket was started for me.” The salesperson proceeded to let me know that until the issue is resolved I will have to pay the difference. And IF Verizon decides to honor the ORIGINAL agreement it could be months before I see any changes or credits. Clearly this behavior is morally bankrupt and a big **bleep** from Verizon to me. This is exactly the kind of thing that has made me go shop other providers.  Apparently Verizon does not respect their loyal customers.

[vzw_customer_support]

Having all the details when making a purchase is imperative, especially when working within a budget, MKB81. I regret to hear that this experience has left you shopping other providers, and I can certainly understand why. We'd like to extend out assistance in seeing what we can do to help turn this experience around, and earn your continued business. Please be on the lookout for a private note message from me to get started.

-Joseph

[Etwclwhlw]

Sounds kinda like my issue except I was bamboozled by phone! My "next bill estimate" is charging me for two items I returned. I am supposed to have gotten FREE iPad. Apple watch. Then it's supposed to be 50% off the service. My next bill is not reflecting the 50% off after the lady on the phone then the guy at the store both told me the watch will be $5 a month and the iPad $10. Why does my bill reflect $21 for the watch and $36 for the ipad??? Plus the $35 activation fee for SIX items! THEN I traded in a phone fir $70. Plus my money back for 2 items.  That equals $140, yet it reflects $35 credit...WHAT??? I really want to like Verizon but I'm going broke over FREE stuff!!!

Sorry to hear about your issue, I feel your frustration!

[vzw_customer_support]

I certainly know the feeling of going broke over free stuff, Etwclwhlw. This is certainly not the experience we would want anyone to have, and we are here to help. The Next Bill Summary is a great tool, but it doesn't always account for promotions. We'd be happy to take a closer look into things and make sure all is right to offer that peace of mind. Please be on the lookout for a private note message from me so we can jump in.

-Joseph

[MKB81]

A few weeks later and my bill is still higher than agreed upon when in store. On top of that the amount of my next estimated bill keeps changing every few days. Why is this kind of service allowed? Why does Verizon get to behave this way but if we are late on our bill we get charged a fee? (I  am NEVER late on my bill cause I have auto-pay!) I can get lied to and overcharged though and no one is there to hold Verizon accountable? So grossed out by this experience.

[Chewbacca76]

No joke. And they never hold anybody accountable. When I call and complain all i get is an apology for my bad experience and a thank you fpr being the best part of verizon. Between the store, the chat, and the phone reps its always a different story they have to tell about why something happened and how it will get fixed. If somebody else had better coverage down here i would have switched a long time ago.

[vzw_customer_support]

This is never the way we want you to feel, and we want to make sure that we are able to help out with any issues you are having. Please provide us with additional details, and we'll be happy to help out.

~Freddy

[vzw_customer_support]

The last thing we would want to see is for you to leave us, Chewbacca76. I know how frustrating of an experience it would be if I was having the same issue. We definitely want to make sure we're able to resolve any concerns you have, not just explain them away. Can you tell us more about what issues still remain unresolved?

-Joseph

[MKB81]

Once again Verizon is not honoring the agreement I entered into. It is the pattern thus far that they keep removing a promotion that  the VERIZON REP told me I was eligible for. How is this behavior allowed!?! You convince folks in store that they have multiple promotions so they are easier to upsell , but then the bill arrives and the promotions are no where to be seen and the bill is way higher then the agreed upon price. I made changes to my account back in March and have had to deal with this issue multiple times now. This is deceptive, unethical behavior not to mention all the time I have had to spend resolving this on the phone or in store. Before March I would have recommended Verizon to anyone who asked. Now I tell people how poorly you treat your customers and suggest they go anywhere but. Which I would do myself had I not been deceived into these devices. 

[Matt-ME]

Wanted to document my experience here as well. In April 2023 I contacted Verizon online to upgrade my two phones and take advantage of an Unlimited Data plan being offered. At that time I also inquired about other discounts I had seen, namely the age 55+ discount. Online rep agreed that a $20 per line discount for age 55+ was available. After much back and forth (2 hour chat) and confirmation of rates and new bill amount, I was finally satisfied with the expected new monthly bill amount that included the discount. The catch was that it would take 1-2 billing cycle for the discount to appear. Red flag. Did not screen shot the chat. Discount never applied.

Contact rep online in September 2023 regarding lack of promised discount. Very sympathetic, opened a ticket to look into the issue, applied a $40 inconvenience credit to my monthly bill. Someone will get back to me in 4-5 business days with a resolution. Got the one time monthly discount, no one contacted me but I screen shot the chat this time.

Contacted rep online in October 2023. Hey where is my promised discount that I again was promised  again in September. Again very sympathetic, let me look into it. Hmmm looks like that discount was discontinued in 2022. Well that is when I let the buzz words "bait and switch" and "deceptive sales practices" drop. Uh-oh, looks like there will be a "loyalty discount" coming available soon but not yet. How about we apply a "courtesy credit" of $40 to your account until that loyalty discount comes through. Ok sounds good. We will see what happens next. I screen shot that chat too.

Lesson: If I had not been persistent in following up, this would never have been corrected Verizon voluntarily. I am lucky I have some time on my hands to deal with this crud, and genuinely enjoy not letting a company get away with stuff like this, but most people would have forgot or not have time to correct the issue. They shouldn't have to. What a colossal waste of time and resources. Verizon do better.