Trade-in and promotional credit

[Nicole2386]

When I moved and found that my current phone carrier did not have good service in my new location I called Verizon to inquire about the cost of phone plans with them. My family had 3 iphone XRs that we also wanted to trade in if we could get new phones for free. I spoke with a representative on the phone who told me that there was a promotion to get each of my 3 lines for $40/month with unlimited talk, text, data, and some limited hot spot. I was told that with the trade in of my iphone XRs that I could get iphone 14s for free. It was a very detailed coversation, I wanted to make sure I completely understood what I was signing up for because money is very tight. I am both a full time student and a mother of a child with a chronic illness. I was assured that this would be the correct plan for me. When I got my first bill it was almost $400, I thought it was because verizon was still processing my phones. My next bill was somewhat lower but still not what I was quoted and the phone credit had already been applied at that point. I called and was informed that I was not signed up for the correct plan. The representative that I spoke with told me that he could fix it since it was their mistake and lowered the plan but told me that I was incorrectly informed that it included hotspot. Not a big deal, I don't really need that as much as I need the price of the plan to be what I was quoted. He also told me that there was a way to save even more by changing the phone protection plan some, so we did that. This month came and I received an email that my promotional credit for my iphone XRs has been removed from my account! I called to find out what was going on because I thought we had finally gotten it straight on my last call and I was told thta because I lowered my plan my phone credit was removed and now I have to pay for the iphone 14s! I explained what happened, I never inteded to "lower my plan", I only wanted the plan that I was told that I was signing up for, and that was not the plan that I wound up getting. Now they tell me that they can't give me the full credit for my iphone XR's because that promotion is over and that I am going to pay for at least 1/2 of the price of the iphone 14's. I have spent hours on the phone trying to get this sorted out, I have asked to speak with a manger and been told no, I've asked to speak to someone in the promotional department and been told that there is no way to reach them. I was told that even if they did apply the credit back to my account the promotional department would just remove it again. I am so frustrated. I can never speak to the same person twice, no one knows what I'm talking about when I call in so I have to start all the way back at the beginning of the story every time, and I'm sold something different (which has apparently all been lies) every time I call. Today upon speaking with, yet another representative, I am being told that they will call be back in several hours becuase they have tried to apply 7 different promotions and none of them are working on my account. All I want is the price that I was orginally quoted, $40/line/month ($120 total) plus the $10 Disney plus package that I added to 1 line (making the total $130 plus taxes and fees) with free iphone 14s for the iphone XRs that I turned in. After searching reviews of other customer experiences I see that I am NOT the only one that this has happened to, it seems that it happens quite frequently, infact, it appears that it is done intentionally. 

[vzw_customer_support]

@Nicole2386 , I'm sorry that you've been having trouble trying to get these concerns addressed. We can review your current plans, promotions, and other details. I've sent a Private Note so we can go over things. 

-John