Verizon Agents Promised Device Payoff Then Denied It

[Devybreh]

I wanted to share my recent experience with Verizon because I feel this is both unfair and misleading. Over multiple chats, Verizon agents explicitly told me they would pay off the remaining balance on line 6117 when adding my new line with the Galaxy Z Fold 7. I have screenshots where agents confirmed this multiple times, and even outlined the steps, including:

1. Pay off the balance of one of my lines
2. Add the new line without disconnecting my number 
3. Move my number over and trade in the device.
4. Ensure I would not be paying for 3 phones at once.

Later, a different agent backtracked and claimed Verizon never promised the payoff, despite clear written confirmation. This feels deceptive and violates consumer trust. Customers should not be given commitments that are later reversed, especially when we have written proof from Verizon representatives.

I’m asking Verizon to do the right thing and honor what was promised:

• Pay off the remaining balance for one of my lines (as agents originally stated).
• Waive activation fees.
• Ensure my bill remains below $190/month.
• Allow my trade-in to go directly without complications.

This has been stressful and disappointing, especially since I’ve been a loyal customer. I believe Verizon should hold itself accountable when its own agents provide clear commitments in writing.

Has anyone else experienced Verizon agents making written promises that were later denied?