**I typically don't ask this but please share if you could. I know it's a lot to read but I wanted to paint a full story**
My mom and I are on a Verizon phone plan together and she had an upgrade available. Yesterday I went into Diamond Wireless | Verizon Premium Retailer - BJ's Mechanicsville to use her upgrade to get a new phone. The told me that I could absolutely use my mom's upgrade to get a new iPhone 6. My mom had used my upgrade 2 years ago and bought the iPhone 6 Plus using the Verizon Edge program (Which is the biggest scam and waste of money, BEWARE). So yesterday, I was told that because she was on the Edge program, I could not use the upgrade. We spent the next 2 hours on the phone with Verizon Wireless corporate and came to a solution. We were advised that if my mom bought out her Edge program ($487), the phone would be hers outright and we could upgrade both lines to get 2 new phones. I asked the agent to send me an email confirming this information, which he did. He told me that he would upgrade one phone today but I would have to go into the store the next day to get the other phone, because the payment for buying the edge would post the next day which would release the hold. I agreed to this and today, went into Verizon Wireless Corporate to upgrade the other line and get the 2nd phone. I was told that I would have to wait another 30 days from buying out the Edge, which was the opposite of what we were promised on the phone. They told us that they allow new edge members to upgrade immediately but because we started on Edge when it first started, we still had to wait 30 days. I asked if I could possibly see the terms and conditions that my mom had signed and they told us "No, you signed it so you should have a copy". I advised them that I had an email from the agent who spoke with me on the phone confirming I could upgrade once the phone was bought outright. The agent asked to see it and took it into the back room to show his manager. The manager advised me there was nothing they could do but say apologize for not being able to assist. Upon typing up this complaint, I went to find the email to attach. It was not in my inbox or trash folder, so I am assuming the agent and his manager deleted the email. What they did not realize however, was that I had emailed the agent back last night because I was having trouble with accepting the new order, so the email chain was still in my sent folder.
My family has been faithful to Verizon with many products: Landline phones, Wireless phones, Verizon FiOS tv, and internet. I did not raise my voice once on the phone or in store. All I wanted was for them to treat me like a valued customer and give to me what they had promised. It is now much more than just not receiving 2 phones; their inability to take ownership, treat me with respect, and their deceit with trying to delete that email, is appalling. This company clearly does not care about their customers nor do they honor their promises. Please do not let this happen to you because it has been frustrating, disappointing, and time consuming.
The waiting 30 days after paying off the Edge balance was the policy until recently. Because you had an older Edge payment agreement you were still bound by the old policy with a 30 day waiting period.
If your budget allows for it, you could purchase a new phone at the full retail price outright without waiting the 30 days.
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.