In March or April of 2022 we walked into a verizon location to switch 3 phones (2 of which were t-mobile, one of which was on prepaid cards) to a Verizon plan. We also chose to trade in two these phones. We traded in a Samsung galaxy s21 ultra for a Samsung galaxy s22 ultra. We also traded in a Samsung galaxy 21 for a Samsung galaxy s22 ultra. The third phone was a cheaper Samsung phone that we decided to just keep and turn off and switch the number to a Google pixel pro 6 under Verizon service. Along with insurance on each phone. We also purchased cases, chargers, etc. So three new phones and plans on one new Verizon account. All of this happened without an issue
Then in I believe June the Google Pixel 6 Pro was stolen. We paused service on this phone via the app. A month or so later we called in and spoke to a customer service representative, she was a very sweet woman, who told us she would mark the phone as stolen/lost. We were told doing this should keep the thief from using the device. She informed us to also make a police report, (which we did) and to contact verizon if we had any more issues.
Another month or so passes and we get verizon bill for around 1500 dollars, as we weren't expecting such a high bill, we weren't able to pay that, especially with at the time paying for a wedding. With getting ready for our wedding we had been busy and didn't get a chance to call in immediately, then we got a message that our service was going to be disconnected, and at this point we did call in to try and figure out what was going on.
We were told that the stolen phones line had been completely disconnected and now we had to pay it off completely. We weren't even aware that it had been disconnected, we were under the assumption it had been paused until we were able to file a claim. The people on the phone weren't entirely helpful so we went into our local verizon store. The cashier was very helpful and got us connected with someone else on the phone as well to try and figure out what was going on.
The cashier and customer service representative on the phone after a very lengthy conversation and periods of being put on hold, told us that we could do a "payment arrangement" mixed with a "promise to pay". They said if we paid $200 right then and there our service would not be interrupted. They also said if we did the promise to pay for the remaining amount, and set that payment date for two weeks out it would keep our service active.
BUT they told us the two week promise to pay was something they had to do to keep service active, but that we shouldn't need to worry about paying it because they were going to review our account, look over the disconnected phone line, and contact their insurance department to get the line reconnected and to get a claim filed so we could get a new phone and continue making payments on it.
However two weeks went by and we still hadn't heard from anyone. Then my (now) husband got a message saying it was time to pay the remaining 1300 or so dollars. After clicking the message he was taken to a screen that said he could set up another payment arrangement. Which he decided to go ahead and do incase verizon just needed more time to figure out the stuff they said they would. He was going to pay 300 (our past due plan balance) and promise to pay the 1000 or so for the phone later. However as soon as he entered his card information it immediately took 1000 dollars (which we did not have to spend like that at the time) from our account.
We called verizon and after spending quite awhile on the phone again we were told, "well, technically we were allowed to take it because the promise to pay was there. So we can't give you a refund. And now because it's paid the line is closed and we can't reopen it or let you file a claim even though you have insurance on it. The only thing we can do it remove the 20 dollar late fee on your bill, and the 10 dollar fee for calling in today. We can also give you like an extra week or so to pay the remaining 300 dollars, since it will probably be hard to pay that after paying 1000 today."
We called, we fought, we did everything we could to be basically ripped off and out a phone. Losing that 1000 dollars really set us back quite a bit. Were still behind on the now (330) dollars, so our phones were disconnected. And now we owe an additional 20 dollars a line reconnection fee. As well as a 230 dollar bill due November 17th. So 600 dollars this month total now.
We tried calling in but due to the service being disconnected we just get the bot. Who tells us because our lubes disconnected we don't qualify to talk to an agent. Then tell us to use the website and hangs up.
The website only let us do a promise to pay for Novemebr 12th with the implication that if we dont pull the money out of thin air that our account will be sent to collections. So not very helpful either.
We feel like we've been ripped off. At this point it feels like verizon is just extorting us for every penny they can get out of us. It's absolutely ridiculous what we've went through. We also did the phone trade in as stated above but if we want to upgrade or leave verizon we have to pay the full price of the new phones we have and don't even get the old ones back. This is a nightmare. I wouldn't recommend this to anyone.
Hey there. We're sorry to hear about your recent experience. We'd be happy to help look into this more in depth for you. To get started, please send us a Private Note. *Kris
Sent.
I sent the private note, but so far I haven't recieved a reply.
We do not see a Private Note that has been sent from you. Don't worry, we will be sending you a Private Note shortly to investigate this further with you. *Bryan
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