Customer service for trade-in

DimplesMarie
Newbie

I called Verizon recently because my bill was high and I had 3 lines and 2 of the devices were paid off.  The customer service agent proceed to help me get my bill down.  He offered a new phone that would only cost me 200 with trade in. I asked him if there was any penalty for paying off early and he said no. I called recently and they told me.  that if I paid off early  I would have to pay full amount. I have 30 days to cancel this but they make you send your trade in within 5 days so I would not be charged. Now that I want to cancel because of the misinformation the agent gave me, they will not send me my phone back and would only credit me $40. If that is the case, why would you require me to send my trade in within 5 days? Also, the agent told me my bill would be $180 and not more than that and my bill of course was more. I find it highly unethical that agents are able to say anything they want and there are no consequences. I escalated to a supervisor and asked them to pull the call since the agent gave misinformation and she said they don't have access to that. She did say that they would get with agent that gave me misinformation and correct him but I would still have to suffer the consequences of his misinformation. All they could do was give me a 40 dollar credit. Verizon you are agents are giving customers the wrong information and when they are called out on it, they will not make anything right. Nope, customer has to suffer the consequences. You definitely lost a loyal customer and definitely will be spreading the word out to family, friends, BBB, and any where else I can submit a review about Verizon.

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2 Replies
vzw_customer_support
Customer Service Rep

DimplesMarie, we always want to be as transparent as possible when making any changes or helping with any purchases, and we'd be happy to take a look and see what we can do about the situation. Please be on the lookout for a private message so we can help you.

~Jesse

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Of course, they didn't want to pull the call to listen to what was said. The way they wanted to help me was to offer automatic payments so I would $20 off. THAT IS NOT A SOLUTION

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