On a Friday (Dec. 20), I contacted Verizon Wireless to trade in an old iPhone SE for a new iPhone 16 under a Christmas promo to trade in "any" iPhone. I have medical issues and wanted to upgrade to help manage my medical condition and to connect with family to support. Verizon representative said my iPhone wasn't eligible and then I asked for written quote for iPhone 16 and Pixel 9. On a fixed budget, although I preferred the iPhone, I selected the Pixel 9 - deal to get the lowest cost sounded convoluted - add a new line for Pixel 9 with new number, waive $35 activation fee, once Pixel 9 obtained, transfer phone number on my iPhone SE to the new line and terminate the old line. When I went to the Verizon store on Saturday to pick up, they wanted to charge more than the written quote. Desperate, I took the phone. On Monday (Dec. 23), I called Customer Service and Rep named Clementine said my iPhone SE was eligible for the promotion and I should not have been charged more than the quote. She said she would set up set up paperwork to return the Pixel 9 and reverse the transaction and issue the iPhone 16, and would call at 9 am on Tuesday (D to review. On Tuesday, she called and said to go to the Verizon store and they would reverse the transaction and issue the iPhone 16, and also address an issue with user name / email address on the account. I was skeptical because the store was not helpful. I asked if an appointment could be set up but she said it wasn't necessary and guaranteed they would address it. With my skepticism, I asked to speak to a manager but she said none was required because she could speak for Verizon Wireless. Said she would call Friday at 9 am to confirm that everything was all set. Drove to the Store where I picked up the Pixel 9 but they refused to reverse the transaction and issue the iPhone 16. Clementine never call back on Friday (Dec 27). Heard nothing from Clementine since. Only recourse now is to file a consumer fraud complaint for failure to honor the promotion, for falsely representing that store assistance would be available, and breaching terms of their agreement to provide customer service. I spent hours on the phone and going to the Verizon store and I will be asking for transcripts of all of the calls and all of the notes and documentation at Verizon regarding this issue. At my last Dr. appointment for treatment, they stopped pre-treatment evaluation because my blood pressure was so high and asked if everything was OK. Told them it was thinking of Verizon.
I am having the same problem with them not honoring a promotion I was eligible for. I am in the process of writing a complaint to the Corporate Office. Unable to reach anyone by phone that can help me. So last resort is letter.
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