On December 24, 2021 I traded in my iPhone Special edition for an iPhone 13. I paid $200 up front, and was to be charged a device credit for $26.66 each month, with a promotion for the same amount that canceled that out.
In August 2021 I called to see if I could stay on my family plan but receive a bill in my name, so I could submit to my company for partial reimbursement. The rep put in a "billing partition" and I was told this would not change my amount billed in any way. This was incredibly incorrect - my bill was higher, and I lost my promotion. I "returned" to the family plan that same month.
I called the customer service line each month attempting to get the promotion put back. I was told each month that it would be put back. It never was.
I made a spectacle of myself at a Verizon store and finally was told to call the same number but ask for the "Loyalty Dept"
When I was finally put in touch with the "Loyalty Dept" I was told Verizon would "bargain" with me. The rep would put in a request for $300, and follow up with me on the status. Unsurprisingly, they never called back.
I called the "Loyalty Dept" for the status and was told the request for the bargained amount of $300 was rejected. That same rep said that they could fix it and get all of my $613 owed back. Shocker, they never called back either.
To add insult to injury, the are still charging me the device fee. After I finish "paying off" the phone, I'm getting out. I've been a customer for over 15 years. The never paid me for my trade in phone.
Thank you for reaching out to us HavilahJoy, we're sorry for the issues that you're experiencing on your account. You mentioned that you had to pay $200 when you go the phone. What was that payment for? What was the promotion that you had?
~Ivone
Ivone - You should be able to look at my account and see the miles of notes from all the calls I’ve had with the customer service department and “loyalty dept” I’m done explaining this. Either have someone call me with a solution, or leave the post alone. This is a cautionary tale for existing Verizon customers, not a cry for help. I have accepted the fact that Verizon won’t help me.
Please note - my original title was: “Verizon Stole $613 From Me” and Verizon censored my title.
Update - emailing the “executive team” was partially successful. I received part of my money back as a credit on the last bill. I am still waiting to see if they continue to overcharge me. Here is the link to reach out to them
https://www.verizon.com/about/our-company/leader/contact/926317
it took about a week and a half to hear back when communicating via email.
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