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Wanted to Upgrade; Received Unending Bill and Account Problems Instead
2ManyWastedHours

After being told by a chat rep that I was not eligible for the recent $800 trade-in promotion, even though others with the same plan were, I chose to put an upgrade through at a reduced trade-in rate over Black Friday weekend anyway. The very next day I received a message on the Verizon app that I was magically eligible for the $800 trade-in offer - note that I never picked the new phone up at the Verizon store. Talked to a chat rep, got bounced off. Talked to another, was told the original order had to be cancelled. Did that, now Verizon showed my 4 year old iPhone 8 as being under an installment agreement for $899.99 and a $92 upgrade fee on my upcoming bill. Spoke to a rep, said a ticket on their end would fix it.  Waited several days, nothing was fixed. Spoke with another rep, she said she could put the upgrade with the $800 trade-ins through on her end and that the billing would correct itself. I foolishly believed her and actually had both my lines upgraded. Terms of Service I was asked to sign showed me entering into 24 month contracts on both my existing phones. I of course did not sign. Spoke with another rep, said he could fix it all, asked for my login credentials said he could accept the corrected documents on my behalf and that I didn't have to call back in. That was 8 days ago, and of course no change. My billing is completely messed up, my upgrade eligibility doesn't make sense and looks different depending upon if t is viewed in the app or on the website. At this point, all I want is to have any outstanding orders or trade-in requests truly cancelled and have my billing corrected so I can port my numbers out and be rid of this nonsense. It is a shame that 20 year customer has had to deal with incompetence over a single cancelled order.

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Re: Wanted to Upgrade; Received Unending Bill and Account Problems Instead
vzw_customer_support
Customer Support

Words cannot describe how upsetting it is to hear that this happened to you, 2ManyWastedHours. It truly is a shame that we may lose you as a customer of over 20 years. It is imperative that we get things taken care of as you have asked. To that end, we have sent a private note to you. Please reply to that note, so that we may discuss the details while protecting your account information. -George

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Re: Wanted to Upgrade; Received Unending Bill and Account Problems Instead
2ManyWastedHours

After briefly chatting with a rep yesterday, I informed him that I would not be able to speak at length at that time. I was told I could reach out with the same private link when I was available, but I now get a message that the link has expired and that I need to reach out via social media again.  Please send an updated link. Thank you.

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Re: Wanted to Upgrade; Received Unending Bill and Account Problems Instead
2ManyWastedHours

So a few hours after posting my request for a new private chat link, I get hit with at $149.94 credit card purchase for an order (one of several rep interactions where the rep assured me she had taken care of all of the issues) I didn't accept the Terms of Agreement on since I was being asked to enter into payment agreements for phones I already own and have repeatedly asked for the order to be cancelled - NO MERCHANDISE HAS BEEN RECEIVED. This is the single worst customer service experience I have ever had and is simply unacceptable. Please address this immediately, I am out of words to explain how angry and frustrated I am.

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