I recently upgraded four lines on my account, two lines were Iphone 16's and two were Iphone 15's. The sales rep in the store convinced me to change my plans on all the lines "to save money on my monthly bill", and according to him by changing two of my plans from kid lines to regular plans I would not need to trade my old phones in. He also added an Esim line to my account to lower the montly bill as well. After 45 days I noticed I was still paying for the Iphone 15's, so I went back to the store to speak with the sales rep and manger. They both informed me that they misunderstood the promotion and that I would've needed to trade my phones in, but it was past the window to trade in.... Thus meaning I would need to pay for the phones due to their mistake. The even tried to discount the phones for me as their way of resolving the issue. My bill has increased by aImost $150 since this "misunderstanding" and I've probably spoken to 3 or 4 customer service reps to try to get this issue corrected. I was told twice to go to the Verizon store and they would handle the issue, and was also was told they would send boxes for me to mail in upgrades to get the monthly credit for my phones and none of these actions have worked.
I have repeatedly called and asked for Supervisors. I have now spent hours on calls and hours in Verizon stores trying to get this resolved. At no point have I been connected to a Supervisor during these calls. I have been repeatedly promised that a Supervisor would call me back. Not once has that happened.
How do I get someone to actually address this issue and give me the promotion that was sold to me in the store? I've had Verizon for over 10 years, and I've never paid for a phone for as long as I can remember. This is very disheartning being that I'm a loyal customer. Verizon used to have a great customer service department, but that doesn't seem to be the case anymore.
My next step is to pursue service with another carrier, but that's a huge inconvenience trying to switch my cell phones and internet.
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