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?
