On Friday June 13th I spoke with a salesperson when I was looking at a replacement phone. He stated that we could switch from prepaid to post pay with Verizon Welcome and save money. The Welcome plan came with unlimited talk, text, data, and had hotspot. I clearly stated I was on prepaid and he said it wasn't an issue to migrate all 4 lines over to post paid.
I went to the counter and then needed to talk to a Verizon agent over the phone. I asked again about the plan and asked for a total with taxes. I was quoted $112.44 per month with taxes. I again went over the plan and verified that it was for all 4 lines. I was told yes.
Agent stated all 4 lines were migrated and we ended the call.
I went home logged onto my account and only 2 lines migrated. I spent over 5 hours on Friday with Verizon to get things figured out. Not one of the 9 agents I was transferred to was able to do anything!
Verizon is stating that they don't know why the 2 lines haven't migrated. A SIM card is being mailed for 1 line and there is NO hotspot included with "Welcome".
On Saturday, the 14th I went back to the store and wasted another 2.5 hours with nothing being accomplished again.
I was mislead about the package AND the contract has NOT been fulfilled by Verizon.
Order# *****
Location D031501
This is my formal Complaint and my right to cancel (w/in 3 business days) my contract, in writing.
I am writing to you to place me back on my prepaid account.
The department to contact regarding conversion from prepaid to postpaid (and I'm guessing vice versa) is Inside Sales at 800-256-4646, according to the notes I've got elsewhere. Don't know who told you Unlimited Welcome has hotspot, because it doesn't. There is a promotion going on sometimes, where you can get 4 lines of Unlimited Welcome for $25/line plus taxes and fees, which sounds about what the offer you received was.
We are saddened to hear you are having issues with moving your lines to a postpaid Verizon account. We would be more than happy to help you here. Be on the lookout for a private note from us.
-Janell
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