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Free phone not free

Last February I traded in 3 iPhones with the understanding that they would be free. I mailed in the old phones and did the process online. A month later I was told I had the wrong plan for the free phones and changed my plan and it was supposed to be correct. I have now called many many times spent hours on the phone and in chats with employees who have had me change my plans again and again telling me that I will get reimbursed what I have paid and YES my phones should have been free. In the last two weeks I have spoken to three people telling me that it will be fixed and two of them promised to call me back. One person went to so far as to give me a number that I could give to whomever answers so I could be connected to her and a case number. When I called back (four days after she was supposed to call me) I was told none of that was real. There was no case number or number to get ahold of her. Has this happened to anyone else? I am beyond frustrated. I can barely call without crying anymore but I don’t want them to win. Suggestions?

Comments

Cjp8

I have spent over four hours today trying to get this resolved. A representative told me she had issued a promo correction. She said she sent me an email and text to prove it. Neither came through she then disconnected. I had two messages saying hey would call. They did not. I then began chatting with someone. The first person told me that I can not be refunded all of the money and that I would have to call

every month

to get the correct amount of money back

Cjp8

The next person left the conversation. The fourth person I have talked to promised they would fix it but again. They left the conversation

Verizon_Support

Hello, Cjp8, we know it's important for you to receive the credits for your trade-in! So we can better assist, we will be reaching out via Private Message.

-Lauren

Cjp8

I highly doubt you will. But if you actually resolve this issue I will be certain to let the community know

Cjp8

Verizon has NEVER reached out via a private message

I was told this was fixed but it has not been.

Verizon_Support

@Cjp8
wrote: Verizon has NEVER reached out via a private message I was told this was fixed but it has not been.

I'm sorry our Private Message we sent so we could verify the account didn't come through. For sure if there's a ongoing promotion issue, we want to get that fixed. I've sent a new Private Message, so we can help with that.

-John

juniorbee

I am having the same issue. Our free phones were not free and now I feel I have been sorely mislead. It was the Black Friday promotion. Which was free phone with trading and free tablet, free iPad and free apple watch with purchase of new phone. None of it was free and now the amount we were told we would be paying per month for the tablets is incorrect. Black Friday promotion was $10 per month for galaxy tab, $20 for iPad and $10 for Apple Watch. We are being charged $30 per tablet and $20 for the watch and NO CREDITS are being given for our trades!!! I’m beyond frustrated. I have called, chatted and even went back to the store twice. No action and our bill has almost doubled….

juniorbee

I’m sorry I was locked out of my account for a bit! I’m happy to allow you into the account.

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