We ordered 3 new S24 phones during the trade-in special a couple of weeks ago. One of the requirements was to upgrade from the 5G Play More plan to the Ultimate Unlimited plan, which we were fine with. I went to my account, saw that they had changed the plan (or so I thought) and that our new phones had been shipped. The new phones arrived about 10 days ago, we did a switch and sent our old phones back to Verizon for a trade-in. I received an email today that they received my phone but was only giving me half of the trade-in value because my plan did not allow for the full amount. When I looked at my account, our plan was not upgraded to the Ultimate Unlimited plan and was showing the old 5G Play More plan. I found a copy of the purchase receipt and it specifically states that we are upgrading to the Ultimate Unlimited plan. I called Verizon and reached a man in the Philippines. He had a heavy accent and was a bit difficult to communicate with. I was on the phone with him for over an hour attempting to explain what had happened and get it fixed. After many emails to "confirm" things, and being on hold forever, he finally said that our plan was never upgraded and that he would fix it. He sent me an email with the new estimated bill and it was $200 more than before and didn't show any trade-in discounts!! He said to give it 72 hours to update - what?!? He sent me a "personal" email stating he had added the discounts back to MY phone! I'm not sure that it's fixed at all, much less all 3 phones are fixed!!! I was so frustrated with him that I decided that I had done all I could with this guy and I needed a break! He kept telling me "not to be concerned!" I told him that I had bought 3 phones with an $800 trade-in discount EACH and if they didn't fix it, I would be out $1200!! Yes, I was concerned!!! I guess I'll be back on the phone tomorrow..... We have been with Verizon for over 16 years and their customer service has really declined!! I'm not sure if it's better to call the Philippines again or go to one of the stores.
Oh, no! We are stunned to see you in this situation. We value your 16 years of service with the company.
~Gilbert
We understand the importance of managing your offers. Verizon is here to help.
You can always check out the promotional details, through our official deals page: https://www.verizon.com/deals/.
We sent you a Private Message. Please review at your earliest convenience.
~Gilbert
After reviewing my account this morning, it appears that it has all been corrected!! I am hoping that it stays corrected when we get our next bill. Thanks for your concern. I just want others to be aware of the shenanigans that go on with Verizon!! We all need to be proactive in keeping an eye on our accounts and be sure that any errors made by Verizon are fixed immediately!! Unfortunately, WE, as customers, have to spend an hour on the phone with a "customer service" person to get positive results. This should never have happened!! The next time I think about upgrading my phone with Verizon, I will think twice about it!! And, no compensation for my work in getting it fixed!! Verizon, you can do better!!!
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