After seeing so many adds for free phones or $800-1000 trade in credit, I decided to upgrade a number of the lines on my plan. Three of the lines received the full credit, but two did not. I called customer service to see if I could get the full credit and was told to make the purchase for $400 credit and they would update it $800 after the trade-in was completed. I made sure they noted it in my account and made one of the purchases. Got the new phone, paid the upgrade fee, completed the trade in, and then called back. No problem, customer service said, and I thought that was that.
The next bill comes, no credit, so I call and they tell me it takes some time and it will be on the next bill. I ensure I will get the same deal for my next purchase, they tell me they can do it, and again I make sure they note it on my account. I buy the second phone, pay the upgrade fee, complete the trade in and call back again. This time I am told that they see the first credit, but it will be on the NEXT bill. She also can't process the second credit , so she will transfer me to someone who can. I get bumped up to another customer service rep and she tells me she sees the first credit (always will be on the NEXT bill) but can't provide me the credit. I ask to speak to a supervisor and she transfers me.
The supervisor basically tells me I shouldn't have been told I would receive the credit, and while she sees the notes, refuses to do anything to help me. She all but hangs up on me, tells me there is nothing I can do other than pay off the phones and lose all the credits. This whole process has strung on for so long I am beyond the 30 day return window for three of the phones, so basically I'm stuck with Verizon, overpaying for two phones, and no longer on the fastest network since it seems Tmobile has surpassed them. Especially where I live near DC. She basically admitted that I was lied to, tricked into buying these phones and extending my contract, and it was just tough luck for me.
I've been with Verizon Wireless for over 20 years, but loyalty and seven 5G unlimited lines means nothing to them because I'm basically locked in now. Don't trust customer service. Wait until you get email confirmation that you have received credit because even if they add notes to your account, it doesn't matter because they will lie and not care.
TLDR: Despite being with verizon for 20+ years, customer service lied to me to get me to buy new phones and verizon doesn't care because I'm stuck with them until the phones are paid off.
Good afternoon, and thanks for reaching out today. We always want to make sure that any customer gets exactly what they are promised, and we are here to help. I'll need to look at all the notations made by other agents and supervisors, and we can go from there. Please send us a Private Message for further assistance.*Justin
I sent a PM but it led nowhere. After a number of messages back and forth, the end result was them telling me to call customer service. I may give that one more try, but mostly I'm looking to see if T-mobile will pay off my devices so I can switch.
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