Upgrade Offer and Customer Service

[sungcho88]

Formal Complaint - Unfulfilled Upgrade Offer and Unsatisfactory Customer Service
There does NOT seem to be an email address for me to be able to post complaints so here's to hoping that someone from Verizon cares enough to respond. 

To Whom It May Concern,

I am writing to express my extreme dissatisfaction with the service I received from Verizon Wireless on December 19th, 2024.

During my call, I inquired about upgrading my devices while keeping my current grandfathered plan. The agent I spoke with acknowledged the value of my plan and offered me a significant upgrade deal:

• Line 1: A free iPhone 16 in exchange for trading in my iPhone 12 mini.
• Line 2: $1000 trade-in value for my iPhone 14 Pro Max towards an iPhone 16 Pro Max, with the remaining balance spread over 3 years.

After being placed on hold for over 15 minutes, the call was disconnected. Upon calling back, a different agent informed me that the previous offer was invalid and could not be honored. This, despite acknowledging that the calls were recorded and the offer was indeed made.

I have been a loyal Verizon customer for over 7 years, consistently upgrading my plan, adding new lines, and maintaining a flawless payment history. I am appalled that Verizon would not honor an offer clearly extended by one of your agents. This is unacceptable customer service and a breach of trust.

I have recordings of both calls as further evidence of the offer and its subsequent retraction.

I expect Verizon to honor the original upgrade offer made to me on December 19th. If this matter is not resolved promptly and to my satisfaction, I will be forced to consider switching my service to AT&T in the new year.

I look forward to your immediate attention to this matter.

[LittleBJ]

I just went through the very same thing today with them. Although, it wasn't to upgrade. I am a new customer. They signed me up with internet and 3 phone lines. 2 of them with the Samsung S24+ and the other line with the IPhone 16 max.  I was supposed to get the watch and a tablet with the IPhone. I was told this by 2 different agents. I was on the phone for over an hour. The lady with Verizon was putting the order through for the watch and tablet. Picked the colors and the stores location so that I could pick the items up from the retailer.  Then, suddenly lost the call and was transferred to another agent that informed me after explaining everything over again, I was not able to get the devices. They are not wanting to honor their own promotion. If I wanted a dishonest service provider, I would have stayed with T-MOBILE.

---

@sungcho88 wrote:

Formal Complaint - Unfulfilled Upgrade Offer and Unsatisfactory Customer Service
There does NOT seem to be an email address for me to be able to post complaints so here's to hoping that someone from Verizon cares enough to respond. 

To Whom It May Concern,

I am writing to express my extreme dissatisfaction with the service I received from Verizon Wireless on December 19th, 2024.

During my call, I inquired about upgrading my devices while keeping my current grandfathered plan. The agent I spoke with acknowledged the value of my plan and offered me a significant upgrade deal:

• Line 1: A free iPhone 16 in exchange for trading in my iPhone 12 mini.
• Line 2: $1000 trade-in value for my iPhone 14 Pro Max towards an iPhone 16 Pro Max, with the remaining balance spread over 3 years.

After being placed on hold for over 15 minutes, the call was disconnected. Upon calling back, a different agent informed me that the previous offer was invalid and could not be honored. This, despite acknowledging that the calls were recorded and the offer was indeed made.

I have been a loyal Verizon customer for over 7 years, consistently upgrading my plan, adding new lines, and maintaining a flawless payment history. I am appalled that Verizon would not honor an offer clearly extended by one of your agents. This is unacceptable customer service and a breach of trust.

I have recordings of both calls as further evidence of the offer and its subsequent retraction.

I expect Verizon to honor the original upgrade offer made to me on December 19th. If this matter is not resolved promptly and to my satisfaction, I will be forced to consider switching my service to AT&T in the new year.

I look forward to your immediate attention to this matter.

---