I have been a loyal Verizon customer for over 8 years, consistently paying a monthly bill in the range of $300. I’ve also paid for Asurion phone insurance throughout this time, trusting it would provide reliable coverage for any device issues.
Recently, a family member who was on our shared plan moved to a different state (California) and found that Verizon’s coverage was inadequate there. As a result, they decided to switch to a different carrier.
To adjust to this change and potentially lower my monthly expenses, I reached out to Verizon customer service. I spent over 2 hours on the call, explicitly asking for options to reduce my bill. However, instead of offering a solution to decrease costs, the representative suggested adding a new line. Despite my concerns, I agreed, trusting that this would be beneficial.
Unfortunately, after following their advice, my bill increased by $80 instead of decreasing. This experience was incredibly frustrating, as I felt misled and that my time was wasted.
Adding to my dissatisfaction, I recently experienced a malfunction with my iPhone 13 Pro, which should be covered under my Asurion insurance. Despite paying for this insurance for 8 years, when I requested a replacement due to the device malfunction, I was asked to pay an additional $100 fee for a phone replacement. This was unacceptable, especially given the consistent payments for insurance coverage that I expected would protect against such issues. On this 8 years we requested a phone replacement twice. So from a statistical and mathematical perspective, this coverage has cost me nearly $5,760 in premiums alone, making it clear that the service is not worth it given how infrequently it has been used.
Overall, I am extremely disappointed with the poor customer service, misleading billing advice, and the insurance experience. I am done with Verizon. I will be cancelling my service and taking my business elsewhere. I am no longer willing to waste my time or money dealing with what feels like deceptive practices.
Oldcostumer, we value your 8-year loyalty, and we absolutely understand wanting to receive the best value for your money. We'd be more than happy to take a closer look at your account and explore potential savings. We know every penny counts, and while the insurance deductible is standard for Asurion replacement devices, keep in mind that the deductible is usually a fraction of the cost for a brand-new device. That being said, we'd love to review your account and make sure you're on the best plan for your needs. To best assist, we'll be sending a Private Message.
~Izzy
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