Buyout promotion

[3p45503065]

Dear FCC Consumer Complaints Division,

I am filing this complaint against Verizon Wireless regarding systematic failures to honor their 30-day reinstatement policy and operational errors that have charged me $6,400 for devices. On **July 1, 2025**, I ported my numbers from Verizon to AT&T under a buyout promotion. After discovering AT&T had misrepresented terms, I contacted Verizon on **July 26, 2025** (within Verizon’s 30-day win-back window) to return. A Verizon representative explicitly confirmed my original service agreement and device financing could be fully reinstated since fewer than 30 days had elapsed.

Upon initiating the port-back on July 26, 2025, Verizon’s agent committed a critical error: instead of reactivating my original account as promised, they created a new "dummy" account. This mistake triggered an immediate $6,400 charge for my device balances. For four consecutive days (July 26–29, 2025), I spent over 40 hours on calls with Verizon support , where agents acknowledged their error but failed to reinstate my agreement or reverse the charges. Despite Verizon admitting fault, they refuse to resolve the $6,400 debt caused solely by their agent’s negligence.

Verizon’s actions violate FCC Truth-in-Billing standards (47 CFR § 64.2401) and breach their publicly stated 30-day reinstatement policy. By confirming my eligibility to return within the policy window (25 days post-port-out) yet botching the process, Verizon manufactured a financial burden. I have attached my final Verizon bill reflecting the disputed $6,400 charge and retain call recordings evidencing their agent’s commitments and errors.

**I demand immediate relief**:
1. Full reinstatement of my original service agreement with device financing intact;
2. Complete waiver of the $6,400 balance caused by Verizon’s operational failures;
3. FCC investigation into Verizon’s deceptive win-back practices.

Verizon’s refusal to rectify self-inflicted harms

[vzw_customer_support]

Hello, I am so sorry to see that something like this has happened and gone this far. This is certainly not the experience we expect any of our returning customers to have at all. I am sending you a private message now. -Jaquetta

[SynthpopAddict]

Hi, very sorry to hear Verizon didn't process your return correctly as a "winback".  I've heard not every agent knows how to process a winback.  From what you're describing, you were brought in as a completely new customer instead.  If you haven't paid the $6400 bill, then I'd have to think someone could still close out your current "new" account and reinstate your old account so your previous contract would then resume and the device payoff bill will go away.

These forums are run by Verizon, so if you were looking into filing a complaint elsewhere, hopefully you found the website for doing so, in which case someone from Verizon will be contacting you shortly.

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support, the issue of porting back and restoring previous agreements was escalated.

For anyone considering bringing their service to Verizon from another provider, we recommend reviewing this link for more details: https://www.verizon.com/switch-to-verizon/check-status/

If you still require assistance or have any questions, please contact us for support. 

-Alex