Verizon Wireless Not Honoring Price Guarantees Based On Service Contract Changes

[KG1083]

I will start this by saying that I'm literally on hold with Verizon wireless at the moment... I have been for over an hour. I have been a Verizon customer for over 30 years (since when they were still Bell Atlantic), but unfortunately, loyalty seems to mean nothing these days.

A few months ago, I had reached out to Verizon regarding a series of issues that took place due to the representative's error that led my phone getting damaged, and them not having my phone coverage that I had previously signed up for on file. Verizon said that they would upgrade my phone at no additional charge as a mia culpa. After everything, they told me they could only honor this if I agreed to change my plan based on their current promotions. Since my wife and I had the same grandfathered plan with the Disney+/Hulu/ESPN bundle benefit (which we need to keep because our two toddlers love Disney+, and we like Hulu and ESPN), they said that I could keep my wife on her plan while only changing mine, and this would allow us to continue with the benefits from my wife's plan while only changing mine.

I said that I would be willing to make the change only if my overall bill would either stay the same or be lowered while maintaining all of the same collective benefits from our two plans (to ensure that our price would not go up, and we would not have any fewer collective benefits. While we were speaking on a "recorded line," I was told that the total of our new bills going forward would actually be $12 lower per month (putting it just below $139.00 after all taxes and fees), and then guaranteed this. The representative also told me when I expressed concern about the numbers on the contract I was signing, that these were just standard estimates and to not worry because the total monthly bill going forward would in fact be below $139.00 after all taxes and fees). He also guaranteed me that all of the fees for the plan change, activation, etc. would be waived/refunded within the next billing cycle. Nonetheless, my bill had gone up to over $165 per/month, and being charged over $222.00 one month. 

I have called back multiple times to have this rectified, and have been told each time after waiting ~1 hour that a supervisor would call me back. In fact, we scheduled multiple calls with supervisors and I have not received 1 call back since.

During today's call so far, I was told that the supervisors have not called me back intentionally with the excuse that "they have looked into the matter and determined that everything in the account is actually correct" and was then told "also, please be advised that we will not be refunding you any money for the months that you were charged more than $139.00."

I am so aggravated, disgusted, and disheartened by this.