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:
- Go to my nearest store, and have the agent fix my phone for a fee.
- Have Verizon mail me a replacement phone, which would be refurbished (not new)
- 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!
