Upgrade on 3 phones

[Jlei1988]

The wife's phone was acting up, making a loud humming sound. We took her device to Verizon, and the sales representative advised we were eligible for an upgrade on all our phones (3 phones).  I asked how much the bill would be monthly, and the sales rep said somewhere around 315$-325$. I did not see a problem with that, so we signed up. We paid around 400$ in taxes for the three phones (standard charges). Our new devices kept receiving messages regarding our old phones not being sent. I went to the store and waited in line for over an hour and a half for the sales rep to print a paper showing the tracking and SKU numbers. I asked if I should be concerned, and he said no, but you should call 611 to make sure, and now you have the tracking and SKU number to provide if needed. So I called 611 and was on the phone for about an hour for the lady to tell me everything looked fine. My next bill hit almost 550$ and took me by surprise, but I thought maybe it was due to start-up fees or charges like that. Then the next bill hit $ 450$, and I knew something was off, so I went to the store, and the rep advised that the promo package was not added for two phones. I spent almost two hours in the store before I left, being told everything was squared away, my next bill would be credited, and the new bill every month would be 315$-325$. Today, my wife called me and told me our next bill would be 900$. So I called again to be told our new monthly bill will be 373$, not 315$-325$, and yes, we are paying 803.00$ on our next bill. I was also told I should have been more knowledgeable about turning in my old phone and should have known we would pay extra monthly until the old devices were paid off. I was not told about that, and I thought the 1000$ and the two 835$ promos went to the phones to pay them off.  The gentleman I spoke with today said I should have known better. Well, believe me, I know better now and will be working extra hours around the holidays to pay this 800$ bill so my kids can still have a decent Christmas this year. Also, I will pay the devices off as soon as possible and switch my service provider. I will never say anything good about this provider and attempt to inform all future customers that they need to be highly knowledgeable (what the guy told me today) before doing business with this company because they will not give honest answers about the product or services. I have been a customer for a long time. Still, I will not continue to have a company degrade me (basically calling me stupid on the phone due to not being knowledgeable. I would say tricked) and providing me with false information regarding how much I will be spending on my bill. 

[vzw_customer_support]

Jlei1988, we're terribly sorry to read about your upgrade experience, and we always want to ensure that we're providing you with accurate information. We definitely don't want you feeling this way, but certainly understand where you're coming from. To best assist, we'll be sending a Private Message. 

~Izzy

[Jlei1988]

The lady my wife spoke to said he attempted to use my phone as a trade-in, and the promo deal simultaneously on all the phones, and she said it was not possible. That's why he said the monthly payment would be $315$. I'm pretty sure you can't do that. The sales representative named Nyjelle told me I needed to know more about your policies and procedures (basically calling me stupid). It sounds like he needs more training because he could not see the sales rep trying to apply the wrong thing to my account, and now I have to pay for it, 900$ on my next bill, and already overpaid the last two bills. So, the question is, what happens to the representative who spoke to me disrespectfully, and what's the outcome of my being overcharged for my last two payments and future payments? I don't think I should be held accountable for someone else's mistakes. This needs to be corrected as soon as possible. I expect my overcharged payments to be credited to my account, and you do what the rep told me in the store by being responsible and paying off the phones or giving us our old phones back and giving us the original plan we had.

[vzw_customer_support]

We always want to make sure that we provide you with the most accurate information, and we are sorry to read that you had this negative experience. Could you provide us with additional details on what issue you had? 

~Freddy

[SynthpopAddict]

Ummmm...the OP has provided plenty of evidence as to what happened.  I must agree with them in that Verizon reps need to be trained better, if they are attempting to stack discounts/promos together, which cannot be done.  Also, that it should be more transparent that if someone already has an existing contract, that one can't get out of it without it being considered breaking the contract and having to pay early termination fees or immediately pay off balances on devices.  (This includes "upgrades" - I've never really liked the way carriers do these things, because you're expected to pay off your old device to "upgrade".  This isn't just a Verizon thing.) 

Do not know if this was an attempt by the salesperson to make commission or something more was going on.  If Verizon is pushing their salespeople to sell by any means possible and as much as possible, then the company needs to relax a bit?  It's not just the sale today which matters, but how long you keep a customer too.