Back in December, I decided to upgrade to a Google Pixel 128GB for a promotional discounted rate of $15.00 per month, rather than the ~$30.00 normal cost of the phone. I read that it would take two full billing cycles for the promotion to take affect, so I would pay the normal amount for the first two months, but then I would be reimbursed in credits for those two months on the following cycle when the promotional rate would kick in.
After three months of paying the normal rate, the promotion still hadn't kicked in. I called Verizon and they said they couldn't see it on my account at all. I then had to wait 15 minutes for the guy to find the promotion from back in December. How was there no paper trail of what I had signed up for and paid for? I took screenshots of all of this because I've had billing issues with Concast, Cox, and Verizon in the past. I really don't know why it's so difficult for these companies to get their stuff together, but it's been a problem, so I cover myself. Anyways, he said he sent the promotion request up to whoever deals with that and he gave me a credit for just that one month. He did not credit me for the first two months that I had paid the regular amount, and the promotion still wasn't on my account.
Next month shows up, and of course my Pixel has a manufacturer defect--something to do with the aux port--and I have to get my brand new phone replaced by a certified like new one. The glass screen protector I had on that phone could not be taken off and replaced; it was a $40 Otterbox Alpha screen protector. The Verizon rep I was speaking to said she'd send me a replacement with the phone replacement, because they carry it. It never showed up. Oh, and that promotion still hadn't kicked in and I was again being charged double what I should've been for the Pixel.
I chatted this time, and the third rep I've talked to now had said he'd credit me for the screen protector that never was actually even mailed out and for that month's promotion I should've gotten. I could see that it should have gone through according to the "next bill" prediction on My Verizon, BUT, of course, now the fifth month is here and I did not get a credit for the screen protector OR the prior month's overbilled Pixel cost, AND I still haven't been credited back for the first two months I paid for the Pixel at the normal rate... so, Verizon has consistently told me over chat and voice for the past three months that I will be credited for approximately $105, and that the promotion would be applied to my account next month, and yet this month, still, I've actually been charged an EXTRA ~$16 on top of the already incorrect Pixel price, like they decided to take back the prior rep's credit to me...
Again, I have screenshots of these chats I've had with Verizon, the emails of the promotion, all of the incorrect bills, and of the "next bill" prediction that showed that I should have gotten credits from the last guy I talked to, but they weren't applied to this bill.
WHAT IS GOING ON?
WHY DO I KEEP BEING LIED TO?
WHAT CAN I DO ABOUT THIS WHEN I CAN'T EVEN TRUST YOUR REPRESENTATIVE'S WORDS OR YOUR OWN CONTRACTS?
I CANNOT AFFORD A $110 BILL THREE MONTHS IN A ROW WHEN IT SHOULD BE ~$75.
And, I haven't even covered the issues that happened when I tried to change to the Unlimited Plan...
I'm another customer they lied to in Dec 2018 when I changed to Single Unlimited plan. $88.85 per month minus $15 military discount or $73.85/month period. After talks with 4 different Verizon employees since then, I'm still being charged $79.11/month. Today, a production supervisor named "John" refused to budge from that amount. I thought customer satisfaction was #1. Lies!!
This is never the way we want you to feel. Customer satisfaction is our main priority and I thank you for your service. It's important we get down to the bottom of this. I appreciate the information you already provided as it is very helpful. What I would like to do is put a fresh pair of eyes on your situation. Please send us a Private Message so that we can ensure you get all of your concerns addressed.
Your amount doesn't just change unless you as a customer made a change. Plan prices and anything like device payments are locked into.
That difference looks more like a late fee or taxes/surcharges went up which has nothing to do with Verizon.