My son passed away last week unexpectedly. When I called in about closing his number and moving the phone contract to one of my other open numbers, I was told they would not do that without cancelling the promotion on the phone. In other words. I am offering to move the contract and pay it as agreed but just attach to another line because my son passed away unexpectedly. The other line is eligible for an upgrade so it would just fill that slot. I have the ability to just pay the phone off rather than move it but, I explained it would be better for me to move 4 of the 5 lines to T-mobile and have T-Mobile cover the cost of the contract than it would be to move it to fill a slot on another number if they do not move the promotion with it. The representative seemed fine with me moving to a different provider instead of doing the right thing and was unconcerned that Verizon choosing to make the life of a family that just lost there child harder was not something to consider. I have been a customer for 8 years. Never paying late and never having issues. It seems the decent thing that would make both Verizon and myself whole would be just to move the contract intact to the other line. I am currently very disappointed in the customer representative that I talked with. Please contact me if there is another option to resolve this issue.
To be clear.
I would prefer to stay a customer
I am fine with paying the contract as agreed just under number the other number
I am just asking Verizon to do the decent thing. It costs Verizon nothing and puts Verizon in a much more positive light. This is just about decency.
Hello, mtnelson1974. First and foremost, my deepest condolences to you and your family. Help is here as we know that during this very trying time, we are more than happy to waive the Device Payment on the phone in question but it would require you to return the phone. We are unable to move the Device Payment to a different line so that a different provider will pay off the Device Payment. Is there a problem with returning the device? We can send you a prepaid return shipping label.
-Natasha
I would also like to express my sympathy for your loss @mtnelson1974 . While it would be nice if we could move an existing contract in progress to another line, I'm willing to bet the reason why it can't be done is because it would be leaving us open to having our contracts "stolen" by others in a group account. In some cases, the Account Owner is being paid back by others before said Owner pays the total bill to Verizon from one bank account and it would be a real can of worms if someone in that kind of situation had a device deal taken away from them to be given to someone else.
From what I'm reading in the CS rep's post, Verizon has offered to let you return your son's phone and let you out of the contract so you can disconnect the line. Getting a return kit from them is a gigantic hassle, but you can print a return label by going into your account. Search Verizon.com for "equipment return" for more details.
As far as switching providers, that's your decision, but you're already going through a lot, so unless your Verizon service is terrible, it's not necessarily a good idea to be making a lot of big decisions during this time.
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