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Frustrated customer

December 14th 2019 I upgraded my daughters phones at the Verizon Reno store. It was a buy one get one deal and the promo was to have new phone numbers as well with the trade in of old phones which were I phone 8s. We got two new 11s and new phone numbers. It’s March 23rd 2021 and I find out the old number was NEVER deactivated and I’ve been paying for it for 15 months of service charges for a line Verizon was to deactivate. I also find out that it was never buy one get one as my bill shows both device payments for both phones. Has this happened to any one else?

Re: Frustrated customer
Customer Support

DBgene57, we're here to help you in the best way we can. I know I would certainly want my promotion. A couple items I would like to address, that way we can better assist you. I understand that to get the promotion, it was understood that it is for new lines of service. Did you specifically call in and request that your other number(s) be disconnected? Also, the buy one get one promotion will still reflect 2 device payment charges, however, you should also see a credit on the "get" line that matches the cost of the device. Have you reviewed your bill for this credit?

Re: Frustrated customer
Sr. Member

No, because I check bills and don't trust store reps. A promo can be corrected if Verizon is notified and you're taken care of. The time frame for disputing charges is 90 days. This is why it's important people check their bill statements regardless of company they are from.