Challenges with Upgrade and Customer Service Follow-up

[Disappointed34]

I initiated a chat with customer service today to see if I could move my remaining payments from my Zfold4 to a new upgraded zfold7. I was told that option was not available, I was fine with that. I told them how Tmobile would pay off my remaining balance on my phone and give me a new phone at no cost. But, I didn't want to because I have been with Verizon over 20 years.  The chat employee, told me that he would give me a $20 credit for the inconvenience ( which has already hit my account) and raise a ticket to have my remaining payments wavied so I could upgrade. I lost connection with the chat and talked to 9 other people in ( get ready for this) over 8 hours today all telling me that they would help only to transfer me to another person.  This lasted all day, all of them promising me a resolution, only to be transferred again. Even scheduled a call back from a Supervisor, never happened. And I have screenshot to prove it all. Someone help?

[vzw_customer_support]

We truly appreciate your incredible 20+ years of loyalty with Verizon, and we're glad our team was able to recognize that with a loyalty discount during your first interaction. We are very sorry to hear about the frustrating experience you had afterward, and we'd love to help review your offers to see what opportunities are available for your upgrade to the Zfold7. Please be on the lookout for a Private Note from us so we can continue assisting you.

-Christy

[SynthpopAddict]

If the Z Fold 4 is currently under a 36 month contract, no changes can be made to the deal, as the contract is tied to that device, phone number, and service plan.  Any alterations will break the contract and then you would have to immediately pay off the remaining balance on the Z Fold 4.

I've read of some people getting an "early upgrade" promo which appears at the halfway point of a contract.  Essentially, you pay off the remaining balance on the old phone when you are 18 months in, which works out to getting a new phone for about 50% off.  It then starts a new contract with the new phone.  But if you are past the 18 month mark, then you can't get the promo anymore.