TCC for Verizon

[Bmilarz]

Horrible, everything was absolutely horrible. Went into the store for my free upgrade. I have had many upgrades over the years, at various Verizon stores and have never had a bad experience. This experience was beyond bad, it was straight up awful. From the very beginning of my interaction with Tyson, I could tell he was either new or was just in too much of a rush to get to the other store in Springfield he normally works at to really be informative and helpful. I informed Tyson that I was there bc we were due for a free upgrade on our account. He looks up the account and says ok you can get the iPhone 16. He also informed me that I wouldn’t need to trade in my old phone, that I could keep my old phone, while getting a new number on the old phone(for my kids use) and get the free upgrade and the bill would stay exactly the same. Thinking he obviously knows better than me, I obliged, and kept the old phone and took the iPhone 16. After calling his associate Chris over to help him figure things out a few times, he says we’re all set. Keep in mind, this is as he’s putting his jacket on and rushing out the door to get to the store in Springfield. So I confirm ok we’re all set, everything with both phones is good to go, and he says yes, and we’re both on our way. As I get home, I realize I never even got a receipt, I have nothing, and now both phones are hooked up to one phone number. They’re both receiving the same texts, calls, etc. So I go back to the store the next day, and a friendly man named Justin helped me. He couldn’t for the life of him figure out what the 2 employees did the previous day. He couldn’t even find a record of me being there, of the upgrade, nothing. He finally makes some phone calls and figures some of the debacle out. He realizes they never even set up the old phone to the new number. So they were both connected to one number bc Tyson never took the SIM card out of the old phone and gave it a new one. He basically did nothing, except rush to get though me and get to his other store. Justin fixed that issue for me thankfully. Come a week later and I’m realizing this phone gets super hot, super quick, something doesn’t seem right. So I go back, and see Andrew. Andrew was also extremely friendly and as helpful as he could be, but Tyson messed up so bad, that he could only do so much. Andrew looks over our account and again, cannot figure out what Tyson and Chris did. He says he can’t find any record of an upgrade or anything. He finally realizes Tyson never did an upgrade. I was being charged monthly for the IPhone 16, the new phone. I was also informed that bc I was upgrading I could’ve had the iPhone 16 pro, yet I was never given options the day I initially went in for my upgrade. I was also informed that Tyson never put the mandatory 30 day protection plan onto my account-he literally did NOTHING. Andrew was able to make some calls and get the 30 day protection put on and get the phone back to being a free upgrade, but now I’ve spent over 5 hours at this place in the past week and have since found out that I actually had other phone options, but bc I’ve already used this phone, there’s nothing that can be done. Long story short, save yourself some sanity and go to a Verizon corporate store not TCC VERIZON in Clinton. Again any other upgrade I’ve had in the past, at other stores were a breeze. This has been a complete nightmare!!