Why is the policy in the store not the same as I'm told when I call?

[JOEVAN]

i recently separated my account by transferring my daughters phones from my account. Her Hum could not be transferred. I was told that if I paid off the Hum contract early, she could then transfer the Hum to her account. I paid it off.

She gets to the store and they tell her the the Hum is now a "paperweight" and it can't be transferred.

this is about the third time that things like this have happened where I am given priccing information on the phone but it is different when talking to people in the store.  Frustrating!

[vzw_customer_support]

Hello JOEVAN,

You are an important part of our family. We want the best experience for all of our customers and I am saddened to learn of what happened to you in the store. We want to ensure we get this resolved for you and get you back on track. What exactly is going on with the Hum? What reason was given when you were told it couldn't be activated on her new account?

ChristopherM_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[JOEVAN]

We separated the accounts. She was told that the Hum could not be reactivated on her account.

She was told it was now a paperweight.

So instead, they upsold her a new phone, and said they would waive some charges to get her own Hum.

She fell for it.

I consider it predatory selling. Not happy.

Joe [removed]

Personal content modified as required by Verizon Wireless Terms of Service​

[boringusername]

did you go to a corporate to or a retailer? I bet you went to a retailer. Go to a corporate store

[JOEVAN]

Thanks, but I believe it's a corporate store.

Joe [removed]

Personal content removed as required by Verizon Wireless Terms of Service​

[vzw_customer_support]

Thank you for the additional information. Sorry to hear about your recent experience. We definitely don't want you feeling this way. What model of HUM was she using and what model did they give her?

ChristianP_VZW
Follow us on TWITTER @VZWSupport
If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

[JOEVAN]

Just forget it.

The model is not important. It was a working Hum.

[glitchedpixel]

There is no cryptic policy. Hums DO NOT transfer and never has. If you want Hum service post transfer of service you need a new line and potentially a new Hum. There are no workarounds.