I’ve been with Verizon for years. Never had any problems or complaints. It came time that I was well over due for an upgrade, and I called to see why I needed to pay the upgrade fee. I spoke to a representative who told me that she would waive all of the fees and I wouldn’t have to pay anything. She told me to just call back when I was ready to order the phone and she will notate the account. When I called back to place the order for my phone, the representative told me they had no record of the call of the person I spoke to. The order for my iPhone was placed, but they won’t ship it, until I pay an extra $115. I don’t think that’s fair or that I should pay it. It isn’t my fault that Verizon employees can just tell customers anything and not leave notes. I’ve called the customer service line back and they’re telling me I still have to pay. They refuse to let me speak with a supervisor and they have me on long holds. I’m not being irate, I just want what was promised to me.
The rep who I was just speaking with this evening, just hung up on me. This is unacceptable and it’s making me look at other carriers.
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