Customer service experience

[Pittsteel2001]

I have been a Verizon customer for over 20 years and have never had any issues—until this year. Unfortunately, my recent experience has been extremely disappointing and frustrating.

It all started when I pre-ordered the Samsung S25 Ultra, which was supposed to come with a $1,000 trade-in credit. I placed the order, received a QR code to return my old phone, and anticipated a smooth process. However, just four days after receiving my new phone, I was shocked to find a message indicating I had already turned in the old device. Of course, that’s impossible since I still had the phone in my possession.

To resolve this, I visited a Verizon store in person. Unfortunately, they couldn’t help much, telling me to keep the phone until I could get the correct QR code and that I needed to contact Verizon by phone. For the next four months, I worked tirelessly with customer service to get the issue sorted out, finally obtaining the correct code to return my old phone.

But then, a new problem arose: Verizon no longer honored the original pre-order discount. Instead, they offered me only $161 for my trade-in, claiming that they couldn’t apply the original discount because the old phone was not received within 45 days. I explained that this delay was due to Verizon’s own logistics, but they told me there was nothing they could do.

As a result, I was billed an additional $616, bringing the total cost of the phone to around $1,100—far from the $300 I initially expected. Had I known this, I would have bought directly from Samsung, as I did with another phone, to avoid this nightmare.

Adding insult to injury, Verizon is now removing my $25 monthly discount because I paid the $616 bill with a credit card. I don’t have $600 just lying around for a phone, and this feels like a punitive move rather than a customer-focused solution.

After more than two decades, I am deeply disappointed in how Verizon has handled my case. Their customer service seems to have shifted away from being helpful and supportive to being money-driven. At this point, I am seriously considering switching providers—something I never thought I’d say.

It’s sad to see a company that once prioritized its customers become so focused on profits. I hope Verizon re-evaluates its approach because they’re losing loyal customers like me.

[vzw_customer_support]

Please be on the lookout for a private message so that we can take a look into this promotion further.

-Joe

[Pittsteel2001 · Accepted solution]

I would like to update my review on Verizon Customer Service. After I initially wrote my review, Verizon truly went above and beyond to resolve my issue. It did take some time, but once Katie took on my case, she understood exactly what I had been going through and identified the root of the problem. Like a Superwoman, she resolved the issue and made everything right. Thanks to Katie's dedication and expertise, I am happy to continue with Verizon.

Thank You, Katie I am grateful you were there to understand and fix my issue when it mattered most.

[Coach_Gates]

Yes. Seems there is no way to do any business without them charging you something. 20+ year customer getting ready to walk. A loyal customer is no more valuable than a new one when it comes to upgrades.

[vzw_customer_support]

Hey there Coach_Gates. We'd hate to see you go after so long. Please watch out for a private message from us so we can find out what's been going on.  - Sara