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How do I file a complaint?
Hetchutsenb
Member

I was eligible to upgrade. I had issues doing online so I called in on 5/12/2021. Got a rep who did the upgrade, charged me taxes on the new devices etc. The process seemed to take awhile so I questioned whether she actually processed it as an upgrade as I didn’t want to pay for 4 phones in the process of trying to upgrade 2. 
I didn’t receive the return labels for my old iPhone 11. So I called again. A gentleman said they were having issues sending me return labels and this happens all the time with Verizon’s systems. He verified my address and said if get them in the mail soon. That never happened. I logged on to see what was happening with my plan etc and my $174 is now $293 and you guessed it it’s for four phones. 
I did a chat with an agent on Friday 5/28/2021  in which he said he would properly process the upgrade as it was not done correctly and to disregard the almost 300 bill.

the bill is now down to $254 however it says I did a phone swap and still shows 4 phones and the next bill is showing $293.

This is absurd and now I’m concerned that the labels the rep sent me on 5/28/2021 may not have been the correct place for me to send my old iPhone that I was upgrading.

im passed the 14 day mark to return these new phones and my old devices are headed somewhere to Texas.

i tried to do an online chat today and this guy was trying to tell me that I need to fill out a trade in form then the next minute he said it had been done manually and told me to call another department. I understand people wanting to make a sale and get a commission but at the customers detriment?! No okay. How do I file a complaint? How do I get this resolved? Should I start looking for another carrier?

thanks 

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Re: How do I file a complaint?
acraftylady2
Sr. Member
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Re: How do I file a complaint?
vzw_customer_support
Customer Support

We would be more than happy to review your concerns with you in depth. To allow us to do so, please leave us a Private Note here, or reach out to us directly @VZWSupport on Twitter or Facebook. You can also reach us over the phone at 1-800-922-0204. We look forward to working with you directly soon!

 

 

VZW_RobertH

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Re: How do I file a complaint?
vzw_customer_support
Customer Support

Hetchutsenb, we are here and will be happy to help you voice any concerns you have. So we can help, please send us a Private Note! 

JoseL_VZW

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