Disappointed

[Codytu23]

I feel extremely disappointed and frustrated with how Verizon operates. Honestly, I feel like I’ve been sc_mmed.

Two years ago, I switched from T-Mobile to Verizon because all my friends said Verizon was better. My husband and I traded in two iPhone 12 Pro Max phones to get two iPhone 14 Pro Max devices. The person who handled our paperwork — who I later found out was just a trainee — told us there was a promotion where we would get a free iPad or Apple Watch with the trade-in. We decided to go ahead and got two iPhones and two iPads.

When I paid, the bill was higher than expected. I asked why, and they said it was due to activation fees. Since we had four devices, I figured it made sense. But after checking the bill at home, I was shocked to see our monthly payment would be nearly $300.

I called Verizon, only to find out the trainee had messed up our account. Instead of properly applying the trade-in and giving us the iPads as part of the promo, he processed it as if we bought two new phones at full price — even though we had already handed over our old phones. And the iPads we received were cellular models, so we were also charged for two additional lines.

There are only two of us — we never needed four lines. I asked to return the iPads, but not only was I not refunded the activation fees, I was also charged a restocking fee. I was furious. It took 6 phone calls and 8 emails just to return the iPads. It was exhausting and mentally draining.

Eventually, I gave in and paid the extra costs to return the devices.

After about a year and a half, my monthly bill was reduced to $142. But today, I received another email stating that my new monthly bill will be $162 because the promotion ended. I called and texted customer service, but they just coldly told me this is the new fixed price and it won’t change. When I asked for a detailed explanation, the call was disconnected, and no one followed up.

As someone who works over 10 hours a day, every dollar counts — and $20 more per month is not a small amount. Back when I was with T-Mobile, I got a discount after just one year. But with Verizon, after over two years, all I’ve seen is higher bills, more fees, and no real benefits.

I’m deeply disappointed. After these next 8 months, I will never use Verizon again. I’m sharing my experience to warn others who are thinking about switching. Please do your research, ask for everything in writing — or better yet, record your conversations, because you might end up like me: misled, overcharged, and extremely frustrated.