My recent experience

[Wolflmg]

Im really frustrated with my recent experience with Verizon at my local store. All I wanted was a phone upgrade. I tried to do it online, chatting with agent, but when it came time to process the order for the trade, my credit card kept getting denied. It would charge and then credit my card right back. So they had to cancel the upgrade and I had to go into my local store. So I did that.

At the store they told me I get an iPad with the iPhone 16 pro. I didn’t know anything about that. I was only expecting to upgrade my phone nothing else. But they ended up changing my plan when I really didn’t want to. I had the 5G play more plan, which I really liked, I but was assured it would be fine. But now I’m paying for Disney plus and Apple Arcade. But what really frustrated me was it was never explained clear enough that the iPad would be paid off over time in installments payment each month. I saw that when I got home. So then I chatted with an agent online who told me not to worry, that it could be canceled and I wouldn’t have to pay anything I just had to wait a few days for things to be reflected on the bill. I have the screen shots from part of that conversation and that agent said they would leave notes in my file. When it came to returning the iPad. I was originally told by another agent online that I wouldn’t have to pay the $75 restocking fee, but the store still made me pay it. I had to pay $23 in store, while the rest of it was taken out in the amount I had to pay for the taxes and fees for the iPad. So I’m out $50 for an iPad I never even asked for to begin with.

Had I not had the issue with my online upgrade, none of this would have ever happened. Now I did chat with an agent online who credited me $23 for the amount I paid in store. I don’t know if they were able to refund me the $50 from the taxes and fees to my card. They first said it would be around $3, but as I explained my problem. Then they said $50. But my refund likely would show until sometime next week.

Please make sure that reps at the stores are not forcing things on to customers, because that’s what it felt like to me. I was never even given the option to decline the iPad or not to change my plan, even when I voiced my concerns about charging the plan for my phone.