First I want to thank you for taking time out of your busy day to make time to read my email. Trying to go to Verizon's website to find where to send this email has been challenging so I hope you will be able to help assist me with my concern.
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> I stopped into my local Verizon store (Greenfield, WI) on 9/15/15 and was helped by John. My phone was auto shutting off and after John looked at my phone, he suggested it was a defect in the phone and I truly just needed a new phone. John recommended the droid Turbo, explaining this phone would come at a cost of $480.00.
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> I explained to John, this was a bit to pricy for me at this time and did I have any other options? John explained the cost of this phone would increase my bill by $19.99 a month BUT he could give me a $15.00 a month credit which I would get to keep until I someday changed my plan again even if that would be after the two years of the $19.99 a month was added on my bill. With this credit, the cost of the phone would really make my bill go up $4.99 a month for two years and instead of paying $480.00 for this phone I would pay $119.76. This would save me $360.24 on this phone. I felt this was worth it and said okay.
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> I have since received my next bill and I noticed the $19.99 added for the phone charged to me (which actually says $20.22) but no $15.00 a month credit. I stopped into the Greenfield Verizon store to get this corrected earlier today.
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> I spoke with Brandon who after reviewing my account said John had misinformed me and due to that, the plan I am on, I cannot have that $15.00 a month credit. Brandon said he could put me on a different plan making my bill $75 a month but he could not give me a credit of the $15.00 a month I was promised and I was stuck paying the $480.00 for the phone and he was sorry. Why would I want to change my plan for it to still cost me more?
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> I explained to Brandon, I clearly said on 9/15/15 I did not want this phone if it would cost me $480.00 and I was guaranteed I would get it for $119.76 truly with the credits. I asked Brandon what we could do since this is what I was promised. Brandon again said he was sorry I was misquoted but there was nothing that could be done.
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> I said to Brandon I am forced to pay $480.00 for this phone then? He again apologized. We ended it there and he told me to have a nice day.
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> If you look at my account, you will see a $15.00 credit as well from last month because I was not given my employee discount for the wireless charger I purchased but when I questioned it, that was made right right away.
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> I am a hard working person as yourself. I am a banking center manager for JPMorgan Chase. I interact with customers everyday. I know mistakes happen and it is how we correct the situations that show how we are and that our customers truly matter. Although I would love to have my plan stay how it is and get the forever $15.00 a month credit as I was promised until my plan changes one day in the future, what I really am looking for is to only pay $119.76 as I was promised for my phone. You have to agree being surprised you were misinformed and due to the employee error you have to pay an extra $360.24 is a bit unfair.
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> My husband is so mad right now we have been cheated he feels he wants us to break contracts and go to another cell provider today. I know we are just two customers and to loose us means nothing in a world of how many customers are out there but at the end of the day, I have asked my husband to let me send this email out to see if you can help make this right.
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> I truly appreciate all of your time and any help you can give in helping make this situation right for me today.
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> Thank you again!!
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> Sincerely,
> Shannon
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