I've been a satisfied Verizon customer for 25 years. I called Verizon on January 6th to obtain information on adding a new line. The rep said he could get me a deal that I could not get in the Verizon store. Bottom line he sold me a "free" phone with a new line which I found out later would take 3 years to pay off. He then added Netflix and Max which I didn't need. He also removed my phone protection plan and cloud storage without informing me. In addition, billing didn't reflect amounts he provided. As result I talked to a manager, filing a complaint. She told me there would be an investigation and she would get back January 11th. Having heard nothing I called again on January 17th and was told my concerns would be sent to management. Having heard nothing again I called again on January 30th. That phone call lasted over 2 hours. I did talk with a manager who addressed my concerns which included adding back cloud storage. Today though I got a text message that cloud storage had been removed - again. That entailed another call - 26 minutes.
It appears that reps get an incentive on what is sold however I did not expect outright deception and probably incompetence - being told the phone was free, $10 Netflix and Max added to my account, phone coverage and cloud storage being removed, actual billing substantially higher than what was relayed. Waiting to see what will go wrong next...
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