Device is showing hundreds of dollars more than its worth
korg60
Enthusiast - Level 3

I own a Galaxy Flip3 5G.  I have had this phone for over 3 years and paid it off at time of purchase.  Now I want to upgrade, but I am unable to because the Device page is showing I owe $799.  I don't think the phone was worth this when I bought it.    This needs to be corrected, zeroed out so I can upgrade.  I have called Support 3 times now and they keep telling me it's either fixd/amount removedor will be by the end of the day and to go ahead with the upgrade. This has been going on for over a week now.

Who do I need to contact about this?

I think if the phone is worth $799 I should send it back and get the money. 

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16 Replies
korg60
Enthusiast - Level 3

I've been wanting to upgrade mu Galaxy Flip 3 5G now for over several months.  Issue is Verizon says I owe $799 on this phone.  A phone that is over 3 years old and was paid off at time of purchase.  Verizon looks up my records and agrees it was paid off in full at time of purchase but can not seem to fix the issue that showed up recently showing I owe $799.  Several support people have looked into this, and all but the last one has said the issue has been fixed IT HAS NOT.  The last person opened a support ticket.  It was supposed to be solved in 5 to 7 business days.  Once again NOT - I have not even heard a word from anybody.

This is just RIDICULOUS.  Verizon support says the records showed it was paid off 3 years ago, but nobody can change the fact the device page shows I owe $799.

I'm a little tiered of talking to a support person about this issue every week only to hear the issue has been fixed or will be fixed.

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korg60
Enthusiast - Level 3

Wellllll

They finally removed the amount from my Flip phone and all looked good yesterday.

Then today when I checked, the $799 was applied to another phone on my account.

I just can't understand - they really want this $799 for some reason.

 

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vzw_customer_support
Customer Service Rep

Hi, korg60, thank you for reaching us to express your concerns, we understand that every penny counts, and it is really important to be clear in communication, please let us send you a Private Note to better assist you on this.

>Effie

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korg60
Enthusiast - Level 3

send away - very simple issue (I would think).  old phone owed for over 3 years and wanting to upgrade all of the sudden shows I owe $799 as of a couple of days ago.

 

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vzw_customer_support
Customer Service Rep

Greetings!
Thanks for reaching Verizon. We will be happy to assist you, regarding your billing concern. 
Could you please send us a private message? So we can analyze you account and provide you personal assistance. 
We are available 24/7. 
>Bel

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bentleycollege
Enthusiast - Level 1

Received email on 3/27 for 799.00 free upgrade.  Expired 3/31.  Went to store & employee told me upgrade good for S23 or Iphone 14...Left the store to discuss with family.  I am android user & our other 3 phones r apple.  So, we decided to make them all apple.  However, returned next day & NO iphone was part of the free upgrade.  Made several call to Verizon to honor the Iphone offer pr employee.  No way they want to help me.  No wonder people have been leaving them last 3 quarters @ historic rate.  Why do they care which brand I use..I pay 350.00 pr month.  Maybe time to look @ other options?????

vzw_customer_support
Customer Service Rep

Hi, there! We always want to make sure you get the best deal. Our promotions are ever-changing, so we always recommend that you take advantage of them as soon as possible. Review our current promotions here: www.vzw.com/deals/.

*Anna

vzw_customer_support
Customer Service Rep

Kork60, thank you for your message. I will do my best to take a look at your account and review your issue. Could you send me a PM to better assist you?

Thank you for giving me the oppportunity to help you.

>Tony

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korg60
Enthusiast - Level 3

Sorry don't know what a PM is.

 

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kh-gary
Moderator Emeritus

Hi @korg60,

To send a private message vzw_customer_support, you can click on their username displayed on their post above to bring up their profile card overlay, and then click on "Send message" located in the bottom right corner of the overlay.  Alternatively, you can navigate to their profile page here, and then click on the "Message" button located under their username in the top left area of the page.

vzw_customer_support
Customer Service Rep

To answer you question, a 'PM' is a Private Message, we sometimes just used the initials. Does this provide clarity? Can you get to the Private Notes sent from our end, or can you reach out to us in another way? We're on standby to assist you as needed. *Andrea

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vzw_customer_support
Customer Service Rep

 

Are you receiving the messaging in the Private Note? There are two. If not, please reach out to us on Facebook, Twitter or Instagram or you can call to speak to or Chat with an agent online. If you are an existing customer, you can sign in too MyVerizon for assistance or self-service options when upgrading. 

 

Click the link for our Upgrading FAQs: https://www.verizon.com/support/upgrade-device-faqs/.

 

Do you have access to reach out to us with one of the other options available? *Andrea

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korg60
Enthusiast - Level 3

Tried the special upgrade to trade in old phone for a new one.  Ended up sending the new one back to Samsung without doing the upgrade.  Samsung sent an email back saying the cancelation was successful.  Old phone was never sent anywhere - I still have it in my possession.  Even though I never did the trade, Verizon is now charging me $799 for my old phone which is 3 years old and was paid in full at time of purchase.

I have talked to 4 support personal. 3 have said the problem has been corrected - each with a different answer.  the fourth told me I need to contact Samsung even though the cancelation was fine, and it is Verizon charging me the $799.

They are charging me this on my OLD phone, and do not show anything about a new phone....

The new phones SIM number is erased, the IMEI number is not in their system, but I am still being charge $799, and this for my old phone.

 

 

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vzw_customer_support
Customer Service Rep

korg60, thank you for reaching out to us. I definitely understand your concern regarding your phone and the balance showing. Please reply in our Private Note so that we can further assist. Thank you.

 

 

 

*Valeria

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korg60
Enthusiast - Level 3

This is just ridicules.  I bought an S23 phone through Samsung, returned the phone.  They sent a letter indicating the return has been accepted and processed.  I received a refund from Samsung.  There is no mention of the S23 phone anywhere on Verizon's site.  Yet I now need to pay off $799 to Verizon for a 3 year old flip phone.

I have talked to 4 different support people about this - that another issue.  I should not have to talk to that many support people.....

3 of them said the problem has been resolved and the $799 removed from my flip phone and I can upgrade.  The fourth says I need to contact Samsung about it.   Contact Samsung after they have acknowledged receiving the phone and issuing a refund. when Verizon is showing $799 is owed to Verizon.....

 

 

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vzw_customer_support
Customer Service Rep

Hello, thank you so much for reaching out to us, I offer you an apology for this situation, just allow me a moment, I will be sending you a private message to continue to work on this for you. 

>Josselyn

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