Is this fraud? I can see (now) that Verizon has an upgrade fee -- outrageous as it is to label less service an 'upgrade' -- but isn't it illegal or fraudulent to hide it? I bought my new phone (after 5 years with my old phone and 15 years with Verizon) at a Verizon store. Not only was I not told about an upgrade fee, but my itemized receipt says quite clearly 2 YR UPGRADE SMARTPHONE Price $0.00.This charge was then inserted onto my online bill. I called, got into major arguments that derailed into why an upgrade fee is justified, but with no response to the fact that I was unaware of the fee, did not agree to pay it, and have a receipt that says $0 charge.Do I have any recourse at all?

flutterfly8497 thanks for helping us support CBW03 with information regarding the the Upgrade Fee. Information regarding the upgrade fee is provided on the equipment purchase receipt and your new two Customer Agreement. Additoinally, it is billed up front...

Verizon reps are clearly identified by their rank and avatar.

I get that they were supposed to have charged it, but they DIDN'T, and gave me a receipt that says upgrade fee zero. So is the fact that they made a mistake proof that it wasn't a corporate store? The logic here is remarkable. It was a corporate store. They told me in writing no upgrade fee. It sounds like it is hard for you to believe such a mistake could have been made. So I guess it is actually a fraudulent charge, and I will pursue redress accordingly.

Thanks, Ann. Your note confirms that if it WAS a Verizon store, there is something wrong with being charged. Since I certainly bought the phone at a Verizon store, and have the itemized receipt to show it (complete with masthead and store number), and the receipt lists the upgrade fee as $0 -- well, I still am stuck about fraud, mistake, or recourse. I have mailed the receipt to Customer Service, but given past experience, I'm not expecting a reply. I'll continue to not pay, late fees will mount, the spiral of dissatisfaction will grow, I'll switch to another carrier asap -- all because Verizon can't admit to a $30 mistake -- unless, of course, it's a deliberate strategy to sneak in charges.

If the upgrade fee was added to your bill then you upgraded at a third party retailer not a corporate store. The placecards next to each phone at corporate store list the upgrade fee on it. The retailers should have had similar cards next to their non-working models. It isn't fraud.

You have to send a Follow request that they have to approve. They in turn have to send you a Follow request that you have to approve. Once you both are Following each other, then you can Direct Message each other, i.e.,

Thanks Evan, but how am I supposed to send you my name, mobile number, etc.?

CBW03, Fantastic details. And rather than see you wait, we'd be more than happy to investigate and advise. Please accept my follow request, follow back, and then direct message me your name, mobile number, and billing system password (or last four of your social if a password isn't present) for research. EvanO_VZW Follow us on Twitter @VZWSupport

Thanks Lasina H. The upgrade fee listed on the purchase receipt is zero, and I have no customer agreement or co tract that says otherwise. I bought the item at a Verizon corporate store, not a third party, and the receipt clearly lists UPGRADE FEE ZERO. In other words, I purchased something, was given an itemized list of costs, paid it, and got the receipt. 'Upgrade fee' wasn't omitted; it was listed as an item with a cost of $0. End of story -- until a new additional charge was slipped, apparently fraudulently, onto my bill. Again, if the Verizon store erred, that is your problem with them. I will continue not to pay, I sent the receipt and a letter into Customer Service, I'll wait for a reply, then I'll look into formal business complaint and beyond.

You may have some recourse with the store. I would go and request to speak to the manager and discuss the situation with them. Telephone customer service generally won't credit for store mistakes and vice versa. But if you are persistent in the store you might get the charge credited.