How do I contact Corporate?

[dsalter04]

I contacted Verizon Wireless on 8 April 2025 via chat to start a repair claim on my S22 Ultra because my screen started flashing and I couldn’t use the phone.  The Verizon agent on the chat told me I had 3 options:

1. Go to my nearest store, and have the agent fix my phone for a fee.
2. Have Verizon mail me a replacement phone, which would be refurbished (not new)
3. Buy the new S25 Ultra (or plus) and get the phone for free, with a new line of service, pay the activation fee and the taxes on the phone only (for today’s charges) and decrease my monthly bill by $5/mo

It sounded way too good to be true, so I asked several times, for confirmation.  I asked “So you’re saying I will get a brand new S25 Ultra phone, a new line of service with a new phone number, and still pay $5 less than I am currently paying now (with only 3 lines of service)?  The agent said yes, and then sent me 4 quotes.  3 of them were for the S25 Ultra (where I saved $5/mo) and one was for the S25+ (where I saved $10/mo).

Since I had the quote in writing, and was told YES my understanding was correct, at least 3 diffferent times, I opted for option 3 – to add a new line of service, get the S25 Ultra for free, and decrease my monthly bill by $5/mo ($5.94 to be exact).

I received a message when the phone was ready for pick up and went to my local Verizon store, in Harbour View Suffolk, VA.  I paid the taxes for the phone and left the store.  I called over the phone and had the new phone activated, and switched my numbers around.  I was told that my initial new bill would be higher because the activation fee would be on it, as well as prorated charges  since I was in the middle of a biling cycle, plus the full next month charges, since Verizon bills in advance.

When the Mar 24-Apr 23, 2025 bill came, it was in fact higher, but it did have the charges that I could understand and agree with, so I paid the $336.22. 

Now, my Apr 24-May 23, 2025 bill just came out today (5/26/2025) and it’s almost $400, $392.98 to be exact.  All of the promotions that I was previously receiving have been taken off my account.  I received an email stating the promo for the 3 phones I had prior to this 4/8/2025 change had been removed.  No one said anything about that, prior to the email, so I’m clueless.  As such, I called into Verizon again and the agent explained that the new plans (they switched ALL MY PLANS rather than just putting my new phone/line on a new plan) were not eligible for the promos.  I advise that I didn’t ask for plan changes.  They reverted me back to my old plan for my existing 3 lines on yesterday 5/25/2025 and left the new line/phone with the new plan. But, those changes will take effect for the June bill.  I specifically asked for the changes to be backdated to 4/8/2025 because that’s the date they changed the plans without my knowledge or approval.  The agent said they would be back dated but here we are, with a $400 bill.  Unacceptable. 

I was provided with the original chat ID from my 8 Apr 2025 conversation so that you all can look at what I was actually told, I can reference it when talking with you all, and I also have the emailed quote, that says NOTHING about losing my current promotions and SAYS in complete writing that I will in fact SAVE $5.94/month, every month going forward (after 8 April 2025). 

So why is Verizon Wireless charging my husband and I (20+ year customers) $400 for something they said would cost $291.42?\

 April 8,2025 : Conversation ID: *****

5/25/2025 Conversation ID: *****

Now, the agent I’m speaking with right now (via chat) on 5/26/2025 is acting as if she doesn’t understand how to fix my problem.  I want to pay a maximum of $291.42 for my Apr 24- May 23 2025 bill, due on 15 June, because that’s what I was promised and quoted on 4/8/2025.  Nothing was said to me about losing promos on other lines/phones.  What was said is that my bill would be $5.94 cheaper, but here it is $100 higher.  Unacceptable!

[vzw_customer_support]

Hello, we are concerned to know about this experience with your plan and charges. We would like to assist you properly and see the options available. We are sending you a private note. 

~Pam