We need an executive rep contact info

[MLTsu]

this is going to be a long post, but we are so frustrated that this needs to be fully mapped out.

We’ve been a long-time Verizon customer, and we’ve been experiencing terrible customer service for 2 months for a problem that was caused by errors on Verizon’s end.  What should have been a simple trade-in promotion turned into multiple reps, misinformation, and 2 full months trying to get our accounts corrected & now we have a mysterious $500 charge on our next bill with no follow up or explanation.

Here’s the full story of why we’re frustrated. We’re posting here because we’re not getting any communication from Verizon, and frankly, it’s been 2 months trying to solve this through their chat & call support . 

1. The Trade-In Offer

• We received a text from Verizon stating we could trade in our phones in any condition for an iPhone 16 upgrade, with no plan change required. (I have text proof)
• After logging into our account, all three lines showed as eligible. We weren’t even prompted or noted that any change in plan was required. We submitted the trade-ins through Verizon’s website.
• We received shipping materials from Verizon, sent in our phones, and received the new devices. We should get our credits 

2. Credits Never Applied

• No Trade-in credits appeared.
• We contacted Verizon multiple times via chat and phone. Each time, we were disconnected or transferred and had to start the explanation over.

3. Forced Plan Upgrade #1 — Unlimited Plus

• One rep told us the trade-in credits wouldn’t apply unless we upgraded to Unlimited Plus. (Which should have been noted before we even check out online for the upgrade) 
• It wasn’t an huge cost difference so we upgraded—even though the initial message said we wouldn’t need to.
• Weeks passed, still no credits.

4. Attempted force Plan Upgrade #2 — Unlimited Ultimate

• We called. Another rep contradicted the last and said Unlimited Plus wasn’t eligible either—and that we needed to upgrade again to Unlimited Ultimate.
• We refused, because this isn’t even what we agreed with when we checked out during tradein. And it’s contradicting everything else we’ve heard from the previous reps. We have proof here as well. 
• We wouldn’t have upgraded in the first place if we had to bump up two plan levels

5. Request to get our old phones back

• Technically, since they’re saying that our phones aren’t eligible for trade in, then those phones we sent via Verizon’s trade in packaging is our property
• So if they can’t honor what they initially mentioned, we requested our old phones to be sent back
• They told us they couldn’t return them, even though the trade-in was initiated under misleading terms. This means Verizon took our property without honoring their side of the agreement.

6. Rep Promises Fix — Then Vanishes

• We rarely complain. But at this point, forcing a customer to upgrade the plan 2 levels because of their error online (it didn’t mention any plan upgrade requirement), with several reps giving us different info on what applies, and practically stealing our old phone is fraud. 
• If you want to maintain old time clients, as a customer service rep you’d do something about that. But she kept saying there’s nothing that can be done. Something can always be done.
• After 2 hours She said she would apply the proper trade in credit credit to all 3 lines, and follow up personally via call on Saturday. Gave us her email if it’s not showing up on our account. 
• Only 2 lines received the credit. She never called back or replied to the email she gave us.

7. $500 Overcharge

• After not getting any follow up calls or email replies to the fact that our account is still not corrected, another unwarranted  issue popped up.
• We logged into our account and saw a $500+ charge on one of our phone lines added to our next bill with no explanation.
• No breakdown, no call, no notice.

8. Currently: Still  waiting on a reply from Verizon after 2 months 

An unresolved issue going on for 2 months is unacceptable. We have 4 lines AND home internet with Verizon for many years, and I’m at the point of switching providers. We are trying so hard to contact Verizon but support chat & calls clearly has not helped.

I need a higher up reps’ email or phone to get this resolved ASAP. 

[vzw_customer_support]

Hello MLTsu, this is not the experience we want you to have when it comes to your upgrades. Your upgrade experience should be exciting and it should not take more than one attempt to fix your trade-in issue. We will be reaching via PM to better assist you.

-Luis

[MLTsu]

Hi Luis, 

after talking to Dee via the chat you sent, we were told the $500 will be removed and the issue with the monthly credit will be resolved by 3-5 days.

the $500 was removed, but one of our lines still does not have the correct credit. Can we have Dee expedite this process please? 

[MLTsu]

update: still NOT resolved  

[vzw_customer_support]

We are here to support you. Sending you a private note now.

-Cryssie

[datapower]

Hi MLTsu, thanks for sharing your experience! It’s frustrating when issues don’t get fully resolved the first time around, especially when dealing with upgrade credits. Hopefully, Dee can expedite this for you and get it sorted ASAP. Keep us posted on how it goes!