Verizon has been dishonest about the promo order and has not honored our contract

[cqramirez]

I have been a Verizon customer for six years and seven months. On November 27, 2021, I ordered two new iPhone 13 phones during the Buy 1/Get 1 promo that Verizon was offering. This offer required me to pay off the phone on a monthly basis for the duration of the contract, which ended with this month's bill. I followed the contract terms, which stated that I must pay monthly from November 2021 to June 2024, marking the end of the iPhone payment period. The first phone was an upgrade, and the second was a new line for my daughter. We agreed to switch plans because of the Buy 1, Get 1 Free promotion. At the time, Verizon had no issue changing our plan and increasing our monthly bill. However, today, June 29, 2024, a Verizon sales representative informed me that supposedly, Verizon does not offer such contracts, which contradicts my experience. I made that call TODAY JUNE 29 2024 at 9:58 am CT and I was speaking with a Verizon Representative for 30 minutes and 26 seconds. I've been trying to find that contract in my online account this week. But since I paid off my phones, that information seems to have disappeared. The Verizon representative said he could see the contract on his end, but he could not email me a PDF copy, claiming that a PDF is a "hard copy", like if a PDF is a piece of physical paper that can not be sent by email, which is incorrect and misleading. This situation appears to be a clear case of misrepresentation and potential fraud. I expect these phones and the promotion to be honored, as anything less would be considered fraudulent. For more than a 6 year loyal customer, it's disconcerting and frustrating to experience such deceit. I'm seeking a response confirming that the promo will be honored and I will receive the cash back as Verizon and I agreed in the contract, because I honored my part of the contract . Additionally, I request the contact information for someone in a corporate office or complaint department. Also I am formally requesting a copy of that contract in PDF format to be sent to my email. After being a loyal customer for more than 6 ears, it's very distressing, sad and unfortunate to think that Verizon has been dishonest about the promo order and has not honored our contract.