I have experienced precisely this. Business account with no customer service and being lied to (you can call it what you want, but since it happens to so many people I have to believe we are told lies on purpose).
I spoke to Mark Anthony Ebuseo on 3/7 at approximately 2:50 to 4:10 EST. Mark told me that the promo available was iPhone 16 128 GB with a device credit of $830 per device. I clarified that this promo did not require a trade-in of a device, I was told that is correct. I agreed to this upgrade for 3 lines. I was sent the orders to approve and asked Mark why it showed a monthly device payment of $23.05? He told me that's how it looks and I will see a charge of $23.05 (for each device) for the first month, but that it will go away.
I asked multiple times to confirm that the promo Mark was offering me was 3 iphone 16s 128GB each with a device credit of $830, so essentially a monthly device payment of $0, and no trade-in. He said yes. He even said, "if you don’t believe me, wait for the new bill, you will see, I have no reason to lie, I don’t get any credit.”
I am looking for documentation of this promo that I was told. So I called on 3/10 around 2:10 EST and spoke to someone who confirmed they can see the $830 credit for each device. I asked for an email or some kind of documentation of this because I cannot see it on my business portal. I was then told to call the Finance Department (866-266-1445) because they could not provide such documentation. I called the Finance Department at approximately 2:20 EST and spoke to Alex, who again ensured that there was a $830 device credit for all 3 upgrades. Again, I asked for an email or documentation, which he could not provide.
I then got transferred to someone in the Business Care Team around 3:20 EST on 3/10 and spoke to someone who said they don’t see the $830 credit, but would submit a Promo Credit Application.
How is it possible that Mark (from 3/7) who placed the order, a customer sales rep (3/10 at 2:10 EST), and Alex (3/10 at 2:20 EST) say they can see the device credit of $830 but the rep in the business care team can’t?
I called in again on 3/11 and spoke with Edward, who said he didn’t see the promo but suggested that I do the trade-in promo. iPhone 16 with $830 device credit, all I need to do is send in my old devices. I actually got Edward to send me an email stating this. Now, Edward is sending me text messages (that I can’t respond to b/c they are from the 89900 number) trying to reach me about what we discussed. On 3/14 I got an email stating that the total credit would be $415 per phone as per my old device appraisal. That’s less credit than the offer I get for not trading anything in!!. So now another promo credit application is going to be submitted (spoiler alert: It doesn't mean jack and nothing will happen)
Bunch of liars and scamers. Luckily, I was only sent 1 of the phones and I haven’t opened it yet because I don’t trust these sneaky S0Bs. I am at the point where if I am not given the offer I was told, I will close my account. I’ll pay any termination amount needed not to give Verizon any money in the future.
