I recently tried to transfer over 6 lines from Tmobile to Verizon. On 7/25 I was in a chat with a sales rep who was very helpful. During our chat we covered what I was looking for and she presented quite a few different options. I finally settled on transferring over a total of 6 lines. I chose the Play more plan for 5 of the lines and the 6th line was for a flip phone which didn't require data or text (its for a Sr. Citizen). So prior to moving forward, I asked again to clarify what I was getting for my monthly bill. This is what I asked - ((6 lines total on the play more unlimited plan, we get 4 new smart phones (2 iPhone Pros and 2 samsung s20 ultras) and a new flip phone. We will bring over a Pixel4 from Tmo. I will have insurance on the iPhones, and the Pixel4. All of this will be 334.41 (+tx) There will be no activation fee and I will also receive $1050 in gift cards. And all I pay tonight is sales tax on the phones...)). She replied "Correct". I went on to place the order. We then started chatting about the difference between what I was seeing in the agreement and what she was quoting me. Her response was that the system doesn't allow or display any of the discounts and that I would see the discounts after the phones were activated. I received the phones and its time to activate them. Before opening any of the packaging, on 7/29, I asked for confirmation on what my monthly bill would be. The customer service agent told me that it would be in an around $455. (HUGE DIFFERENCE BETWEEN THAT PAYMENT AND WHAT I WAS QUOTED). I was in a chat with that customer support agent for over 2 hours that night - only to be given a number to a department that was closed for the day! When I went back to resume the chat after finding out that the number was to a closed department, there was NO Agent to be found. Now its the 30th and I contact support again. After spending ANOTHER 3 hours in chat with them, the closest they could come to the original ($334+tax) quote was $377. We've all dealt with call centers in the past but this was absolutely UNREAL. I had to ask at least 4 times for this to be escalated to a Manager. And after all that, all the Manager did was ask me the SAME questions that I had answered multiple time before. Even worse, the Manager kept asking me the same questions she herself had already asked. The whole time all I heard was that they could get my bill to close to what I was quoted. To top everything off, someone activated a sim card that was delivered to me prior to my approval. Now one of the lines I was going to bring over to Verizon has neither Verizon service or Tmobile service. I have to say that this was the worst most frustrating experience I have EVER had with a major company. I would love to share with @vzwsupport my experience. I think its would be a great teaching moment.
Thank you for sharing your details with us, Ma4369. It's our hope we can help get things sorted out and cleared up. We'll be sending you a Private Message, so we can go into those details more.