I have been with verizon over 10 years now and you have just lost my business. This all started two months ago when upgrading my devices. I have done this online several times and I have never had any issues. This time has been a very different and my last experience with you. My phone upgraded fine, but my watch said it would be a monthly payment, then a few days later I show I am being charged the full price. I reach out to member services through the APP and I am told it's because the trade in device hasn't been accepted yet.
( which I selected I would take it to my local verizon store, when I arrived they said they had no record I would be trading in devices. So they couldn't take them and would need to submit the form again and ask for boxes to be sent to my home, which I did .I was also told during that chat to add a promise to pay for three weeks out which should given plenty of time to fix things.)
I get a notification that the trade in has been assessed and that everything was good. I go to my bill and it only shows that $10 credit was added to my account ( which is BonkerS , I paid $400 for it and all I get is a $10 credit??) and the full balance of the watch was still there.
So I go to member service again, I have to explain the situation several times to different people before I am told that they found on my trade in form, that I selected to pay for the watch in full, WHICH I DIDN'T do!! I selected the payment option of $2.33 a month. SO I am told I can either pay for the watch in full or return it. I opted to return it and she basically said that once everything cleared I could start the order of the watch again. So I sent it back, it was received on 11/04/23 and wasn't cleared until AFTER my promise to pay om 11/15/23 had passed. So I made $100 payment while everything is still trying to get figured out and now my phone has been SHUT DOWN due to not paying the previous balance in full... I made a promise to pay the other $110.00 along with the new updated bill for this month. Now my phone is still not working and when I call to see what is going on I am told I have to pay my bill in full to get my line up and running again..... I cannot speak to a live person, I am told pay or no phone...... I have made on time payments for TEN YEARS, bought all of my devices through you.... this was an error on your part and now I am the one suffering. THANKSGIVING is this week and I have no phone. I want my old watch back too...
We're so sorry to hear about your experience with your watch purchase and everything that happened after. Purchasing a new acessory should be exciting and fun. We want to make sure we're doing everything we can to help make sure your bill is correct and you have access to your device. We're going to send you a Private Note so we can gather more details.
~Jesse
I went into the store, and after two hours Jasmine and Ryan were able to help fix things. Still didnโt end up with a Watch but my bill is fixed and my phone is on.
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