we’ve been in verizon purgatory for months now and i’m wondering if anyone else has had similar experiences — or best yet, got them to actually fix it.
first, they offered to open a second home internet line “free of charge” since our original one wasn’t working in half the house. all the service visits they scheduled for us were no-call, no-shows — except for a couple where the tech called and said verizon had just sent them to a nearby taco shop and they weren’t allowed to manually set the location without corporate approval, which they couldn’t get. i asked over and over if this second line would really be free. they were extremely clear that yes, it would be, and that our monthly bill wouldn’t change. i quadruple-checked. and then they charged us $139.16 for it anyway.
later reps told us the original rep took almost no notes, so it was basically my word against verizon. i should’ve recorded the call, but i had no idea this level of nonsense was even possible.
then, as compensation, they promised us two free iPhone 16 Pros. we were skeptical, but they gave us an order number and curbside pickup code — so it seemed real. we got to the store and the reps said the codes weren’t even the right number of digits and didn’t match any verizon format. also, the phones hadn’t even been released yet. iphone 16 wasn’t out. it DIDN’T EXIST. what?! later, a support rep admitted it might’ve been a quota s-c-a-m from someone trying to hit their numbers.
then came the trade-in mess. we were promised around $1,000 in promo credit, but verizon applied a $345 instant market credit before we ever turned the phone in. at first we couldn’t drop it off because the store we went to wasn’t a corporate location and couldn’t take it. when we finally got to a corporate store, they didn’t know what to do because they couldn’t access the promo we were promised. to make it worse, verizon originally told us we didn’t even need to return the phone — they said to go ahead and upgrade and the promo would be honored. but when we tried to follow through, nobody at verizon could validate it. now they’re saying the promo can’t be honored because the phone wasn’t turned in, even though it was. they gave us a credit for a phone they supposedly never received — so which is it?
support gave us ticket numbers, submission codes, and told us executive relations would call us back on october 29. they said that they were flagging this as fraud and that they would pull the audio from all of our conversations and confirm exactly what happened. then, they’d call me back with findings, but that call never happened. nothing has been resolved since, and our bill has gone from ~$250/mo to about $900 because of a pile of late fees and partial refunds that went against everything we were promised. we can’t afford this
we’re now out over $1,000 in incorrect charges, broken promises, and wasted time. has anyone here had luck getting verizon to apply the correct promo or fix a trade-in gone wrong?
seriously any advice is welcome. this has been a nightmare.
has anyone ever gone through with a bank dispute over an issue like this? i am done trying to work directly with verizon to fix this because i just feel like i'm being toyed with every time. at this point, it’s not about verizon doing the right thing, but it’s about getting our money back, and the only way i can see this being possible is by handling it directly with Bank of America.
We are concerned to know about this experience and would like to assist you in the best possible way. We have sent you a private note to get more information.
~Pam
Hi Pam,
For some reason the site is freezing when I attempt to reply to your message, so I will provide a requested ticket number here.
Here is one from October 29 2024:
*****
I do not recall ever receiving an escalation number.
Thanks.
Thank you for that information. Sending you a Private Message now.
-Cryssie
I believe it's been taken care of. I got this message last week:
Verizon Msg: Great news, there is a status update on your case **-**********-**. This is to confirm that we have added the $1000 trade-in promotion to the **** line. You will see your monthly credit plus any missing credits starting on your next statement. We have also credited your account the $345 promo chargeback. You can also confirm this by checking your next bill estimate online or in the app. If you have additional questions, please reopen your case within the next 7 days
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Is this confirmation that the charges have been forgiven?
Thank you so much.
Start a new topic or ask questions in the open forum.
