The information contained in this thread is true and there is no deviation from the truth. Has anyone else experienced this?
This letter is to notify you about a problem I am experiencing with my xxx-xxx-xxxx line, which has no come to a resolution. Up until March 6, 2015, this line was on the Verizon Edge program, which I decided to pay off in full with an amount of $271.23. According to the information I had available to me and communicated by the Verizon store (February 25, 2014), the following was believed to be true:
- I traded in my phone (Nokia Lumia 928).
- I took ownership of a Nokia Lumia Icon under the Verizon Edge program, 24 months at $22.91 a month.
- Once the phone (Edge agreement) was paid at least 50%, I can trade my phone in towards a new phone.
- I would be charged a $35.00 upgrade fee and the taxes for the total cost of the phone. This would appear on my next bill.
- With the Verizon Edge program I am not obligated under any contract, however if I were to cancel the line, I would be responsible for the remaining balance of the Edge agreement.
Right now I am carrying around 2 cellular phones and decided to consolidate. I took into consideration what I was told about not being obligated once the Edge agreement was paid in full. On March 6, 2015, I decided to pay the balance off, hence allowing to remove that line of service. After the payment was made, a new screen was available indicating that I could not upgrade my phone or end the contract until 06/13/2016.
I called Verizon Customer Service on March 6, 2015 at 2:55PM EST and spoke with Betty. Betty looked into this further and indicated that I would receive a text within 1 hour with the new contract date. I did not receive a text, however several hours later I checked online and the contract date changed to 11/25/2014. I called Verizon Customer Service on March 6, 2015 at 8:30PM EST and spoke with Kerri Ann, who filed a dispute to see if the contract can be moved back. She indicated I should hear something back within 72 hours.
After giving it more than 72 hours and not receiving any correspondence, I called Verizon Customer Service on March 10, 2015 at 12:20PM EDT and spoke with Robin to check status of the contract date. Robin indicated that the contract date is still 11/25/2015, as I signed a contract on 11/23/2013 for a 2 year agreement. I inquired as to how I could pay full price for my phone and still be in a contract. I was told several times that I couldn’t be in a contract and on an Edge program at the same time. This completely confused and contradicted the situation, as I was just in an Edge program. I explained that this was extremely deceptive, as it never showed or indicated at any time on the website I was under a contract, just the Edge agreement. I tried multiple times to understand how I could be under a contract, when I did speak to Janet of customer service on 12/9/14 at 3:40pm EST. At that time, it was explained to me that this telephone number was out of contract either 7/2014 or 10/2014. Robin started to get nasty with me and I immediately asked for a supervisor, which as first, she was unwilling to transfer me. I spoke with a supervisor, Briana, who indicated I am not eligible for Edge and would need to wait until at least a few months before my contract end date. This did not resolve my issue at all or explain what was going on with this line.
I am extremely dissatisfied with the customer service I have received so far and believe that the Verizon Edge program is deceptive in nature. It advertises that if you pay the Edge agreement off in full, you are no longer under any obligation to keep the line. I have attached a few screen captures showing this deception and how a consumer would be led to believe the same as I did. The second deception was that I paid tax twice on the same item. At the point that a Verizon Edge program is initiated, on my first bill after the phone was received I had a charge for taxes for the full purchase price of the device. At the point that I paid the Edge agreement off, I was charged tax on the remaining balance, which I believe is illegal and needs to be resolved.
