I contacted customer service because I heard there was a promotion at Verizon. I've been using Verizon for 15 years, so I knew about the 60-day restriction when you get new device. I’m soon being deployed overseas with the military, so I asked about how the 60-day restriction would work in my case. I told them I would not cancel my number and would continue paying my bills. They told me that because I was being deployed, I would be able to upgrade my phone without any restrictions, and I asked several times to confirm this. Even the employee told me that it would not be a problem, and when I went to the store, they said the same thing, that it would work even overseas.
So, I paid for a new phone in full, and also upgraded to a more expensive plan. However, as soon as I arrived overseas, I realized that my phone was locked. When I called customer service, they told me it would be unlocked next week and that everything would be fine. But two weeks later, when I went to a store today to get an e-SIM, my phone was still locked. When I called customer service again today, they told me they couldn’t lift the 60-day restriction and I had to wait. If I had known this, I wouldn’t have upgraded my phone or my plan. I have evidence of a voicemail where they told me it would work, and I feel like I’ve been fraud into paying more money because of their lies.
I had no issues with my old phone, and I changed it based on what they told me about the 60-day restriction being lifted. I’ve been using Verizon for 15 years, and I didn’t expect this kind of behavior. Where can I report this?
Hello! Ering0613, we want to make sure that we try all the options to get your device unlocked. To better assist I will be reaching out in a Private Message.
~Balter
I just checked the website, and the verbiage has been changed for military deployments - used to be there was an exception for this, but now it says your phone will unlock after 60 days if you've suspended your line but otherwise keep the account open for 60 days of service. Someone asked about this elsewhere, and there's some process involved where you'd have to submit the paperwork indicating your deployment.
Hi!
yes, before they told me, theres no rules were showing website but now it shows. I was keep asking about this question before i upgraded it and customer service said that should be okay “for sure” ( that’s what he told me and even left voicemail to me !!) i would like to know where i can report this issue because when i call the customer service, the guy said theres no way i can report this case. Im thinking to sue them right now since i am not able to use all my phone work in overseas
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