Urgent Request

[abjoy]

Dear Verizon Customer Service,

I am writing to express my profound disappointment and distress regarding two recent experiences I encountered as a Verizon customer. As an 85-year-old individual, I am particularly concerned about the potential exploitation of my age and lack of technical expertise during the upgrade process in November/December 2022.

Firstly, I visited your store at [store location redacted for public letter] seeking to upgrade my phone. Throughout the interaction, I expressed strong reservations about losing my existing phone's data, particularly sentimental notes pertaining to my deceased wife. Despite highlighting my concern, the sales representative  reassured me that all my notes would be seamlessly transferred to the new phone. This assurance, crucial to my decision, proved to be inaccurate, resulting in the devastating loss of precious memories.

Beyond data loss, I was also misled regarding the trade-in process. When I inquired about keeping my original Samsung phone and paying the upgrade difference in cash, your employee misinformed me that this option was unavailable. Under the false impression that the trade-in was mandatory, I reluctantly surrendered my phone, only to discover later that account termination forfeited its trade-in value.

These actions constitute not only a violation of my trust and property rights but also raise other concerns. 

Therefore, I urge Verizon to take immediate action to rectify this situation. I request the following:

• Immediate return of my Samsung phone: As this phone was taken without my informed consent, I demand its unconditional return.
• Investigation and recovery of deleted data: If technically possible, please explore all avenues to restore the lost notes from my former phone. These memories hold immense sentimental value and their potential recovery would offer some solace.
• Review of employee training: To prevent similar occurrences, I implore Verizon to review its employee training regarding ethical sales practices and ensuring accurate information delivery, especially concerning vulnerable demographics like senior citizens.

[vzw_customer_support]

Dear valued customer. Your feedback is always taken into account and helps us improve the experience we provide to each of our clients. Verizon strives to provide excellence in service and transparency. We are sorry to hear about the misunderstandings in our store and would like to review your situation closely. I will be sending you a Private Message, please reply to it, so we can further assist.

~Maria