Device payoff

[DontaeHenderson]

I was stationed at Fort Riley when I switched to Verizon from T-Mobile because of reception. What I didn’t realize was that choosing a franchise store instead of a corporate Verizon store would be one of the worst decisions I’ve ever made.

The rep who helped my wife and me told us Verizon would pay off our T-Mobile balance when we switched. He said the total to switch over would be around $350 — but after everything was rung up, it came out to over $700. He even left mid-transaction and had another advisor finish it. When I asked for the receipt, I found he had added $100 screen protectors and other charges we never agreed to.

Fast forward 8 months later — I check my credit report and see a collection from T-Mobile because Verizon never honored their payoff deal. This has now hurt my credit while I’m in the process of buying a home for my family. I’ve been calling Verizon for 3 weeks trying to get this resolved and just keep getting the runaround.

As a soldier who trusted Verizon, this has been disappointing. I didn’t expect to be treated like this after serving my country. I just want this fixed — the bill paid as promised, my credit cleared, and a fair resolution for my family. After this experience, I’m seriously considering switching providers.

I hope someone from Verizon’s executive support or corporate team sees this and reaches out directly — because the local franchise store and phone support haven’t been able to help.