We switched from T-Mobile to Verizon 2 years ago. The service coverage was better. We took advantage of the buy one get one offer. Everything seemed fine. I was looking into upgrading our phones recently when I found out that we can't without losing our deal and having to pay the remaining balance on both phones. We never had this issue with T-Mobile.
I started looking closer at our bill and found that at some point our plan changed to a trade in offer. We still have our old phones. Never traded in. I have called customer service twice, drove to the store twice and even tried the text chat with customer service that took 3 hours. They said that they can't change it back because it's been too long. So now we have to wait for each bill to show up and make sure the bill is adjusted for the money we paid on a phone that was supposed to be free. They can only apply a certain amount each month. My phone is having issues and we can't upgrade without spending more money. Definitely considering switching providers. They screwed up and we have to pay. Seems right.
Hello, Jazee50, we're glad to hear that you chose Verizon and don't want to see you go. I'm sorry to hear you're running into an issue with your phone and we can help review your options for replacement. So we can best assist, we will be reaching out via Private Note.
-Lauren
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