Verizon store in Columbia, MO

[PP72]

I went to a Verizon store in Columbia, MO yesterday to trade in my iPhone for a newer version.  My current phone was "paid off" and I could upgrade without cost or minimal cost for a newer iPhone.  The "promotion" I was told about was to keep my current phone  (I assumed as just a phone I could then give to someone to set up or sell, or keep in case one of ours got damaged, not as an additional phone line), get a new phone along with keeping the Disney premium bundle (from my current 5g get more plan) and get Netflix bundle added on.  All for $55 per month.  I questioned the sales person several times about all this and was given the same answers, manager even came out and verified this info.  I was not told or shown info that I was adding a second line for $30/month, that the Netflix bundle was $10month and that I would indeed not still have the Disney premium bundle.  I only discovered all of this after noticing a second number on my old phone while trying to figure out how to get items transferred from one phone to another.  I had already spent 2 hours on a chat with Verizon after I got home with the phone because the phone to phone transfer stopped working and  I had to reset and restore my phone from the cloud.  I then called customer support explaining how I had been misled and that I just wanted my old plan back and only needed one phone line, not two.  I spent over 2 hours on the phone with customer service trying to resolve these issues only to be told He says he'll flag my account to receive discounts and perks to make up for the additional costs of the added line, the Disney bundle (with ads) and the Netflix bundle (with ads) and  that it's ok, my bill won't be any higher and will actually be lower.  He said I may have to call in periodically to get the discounts (exactly what discounts those are I have no idea). My next month bill is higher than my normal bill so how do I know if what he is telling me is true? I was intentionally not provided with the correct information at the retail store.  I asked about returning the phone and going back to what I had before and was told the new plan was better so why would I want to do that.  To add more to my frustration my iCloud backup is larger than the storage on my phone so now I have to figure that out. I am incredibly irritated and frustrated by all the deception and really don't know what to do.  Additionally, the retail store I went to is one and a half hours away from where I live, so it's not like I can just waltz back in there and say fix it.

[vzw_customer_support]

We are so sorry to read about your recent expereince and we would like to help in any way we can to make this right. A private note has been sent so that we can discuss in more detail. 

-Bryan

[vzw_customer_support · Accepted solution]

Resolution Update: By partnering with support we were able to address the issues with your order, subscriptions, and ensure your device was working. If someone else has issues with restoring from iCloud, common issues can include the following items. Not enough memory on the device you’re restoring too. A weak Wi-Fi connection. Or a large amount of data to transfer. 

We highly recommend reviewing this support page from Apple, for common iCloud questions: https://support.apple.com/en-us/118426#icloud

If anyone needs assistance, please contact us for support.  -John