Upgrade fee fraud?
CBW03
Enthusiast - Level 2

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?

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vzw_customer_support
Customer Service Rep

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 at our corporate stores. However, did you purchase your device from an authorized dealer agent? If so, then the upgrade fee will reflect on your next bill.

The fee covers the costs associated with the device upgrade, including transferring contacts and data, offering wireless workshops, online device tutorials and support information. I hope this information is helpful to you and apologize for any inconvenience or confusion this matter may have caused you.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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Ann154
Community Leader
Community Leader

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.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

CBW03
Enthusiast - Level 2

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.

Ann154
Community Leader
Community Leader

If you had upgraded at a corporate store the upgrade fee would have charged at the time of purchase.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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CBW03
Enthusiast - Level 2

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.

flutterfly8497
Specialist - Level 3

A lot of premium retailers do only sell Verizon products, but they are still 3rd party retailers. If it had any other name attached to Verizon (like Go Wireless or Be Mobile) it was not a corporate store, and they would not charge it at point of purchase. It is added to your next bill, and it is not fraud for them to do so.

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CBW03
Enthusiast - Level 2

No, no other name. Just Verizon Wireless. With a store number and Verizon paperwork.

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flutterfly8497
Specialist - Level 3

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.

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vzw_customer_support
Customer Service Rep

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 at our corporate stores. However, did you purchase your device from an authorized dealer agent? If so, then the upgrade fee will reflect on your next bill.

The fee covers the costs associated with the device upgrade, including transferring contacts and data, offering wireless workshops, online device tutorials and support information. I hope this information is helpful to you and apologize for any inconvenience or confusion this matter may have caused you.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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NE0804
Newbie

Transferring contacts and data? I can do that myself. And as far as your "education fee" goes - I don't need your LAME online tutorials. Bottom line, the "upgrade" fee is a ripoff. 

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KH-OrnEsh
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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vzw_customer_support
Customer Service Rep

Hi,KH-OrnEsh! Thanks for reaching out to us. can you send a private note for furtherfurtehr assistance?

*Alexis

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kh-taylarie
Khoros Partner
Khoros Partner

@vzw_customer_support,

This is a closed thread.

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CBW03
Enthusiast - Level 2

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.

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vzw_customer_support
Customer Service Rep

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

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CBW03
Enthusiast - Level 2

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

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tikibar1
Community Leader
Community Leader

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.,


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Ann154
Community Leader
Community Leader

Then what was the address of the store? It is easy to find out if it is a corporate store or not with the store locator link.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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CBW03
Enthusiast - Level 2

Who are you? Customer service?

flutterfly8497
Specialist - Level 3

Verizon reps are clearly identified by their rank and avatar.

flutterfly8497
Specialist - Level 3

If you're talking to me, no, I am not customer service. Just another customer.

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