Verizon has no regard for loyal customers

[Jimg83]

It’s truly disappointing how Verizon Wireless treats its long-term, loyal customers, especially when they fail to uphold the agreements in-place when entering into a long-term (36 month) device trade-in program. For 29 years, I’ve been a committed Verizon customer, and now I feel betrayed by their handling of my device credits and the shifting terms of our agreement.  I participated in a promotion where I traded in my iPhone for device credits to be applied over 36 months on each of my four lines. Sixteen months into the agreement, Verizon arbitrarily changed the terms, cutting my autopay discount on my plan in half and raising my bill by $20 per month. I was paying $149 a month under the original terms but was essentially forced to switch to a new plan to avoid the increase ($170).

When I switched to the new unlimited plan as instructed by Verizon store representatives, I thought the issue was resolved. Yet, a month later, I received another email from Verizon stating the new plan wasn’t eligible for my device credits, causing my bill to skyrocket by $80 per month. My options are either to return to my old plan at $170 per month or move to yet another plan for $178 per month. This is nothing short of extortion—Verizon is holding me hostage in a device agreement that I cannot alter while they freely change their terms, not once but twice, to extract more money from me.

To add insult to injury, my experience with their so-called Loyalty Department was the worst I’ve ever had. After a 50-minute conversation with the manager, Asheika, and her subordinate, I received no meaningful assistance or solutions beyond what I could have figured out on my own. I requested that Verizon honor the original agreement for the remaining device payments or reinstate my old plan at the original $149 rate until the credits were applied. They refused to accommodate either option. At this point, Verizon should consider shutting down their Loyalty Department—it’s clear they don’t care about their loyal customers at all. Their actions are not only unfair but also completely unethical.