So I joined Verizon in December. The sales rep sold me BOGO phones and asked me if I wanted to pay it off up front or in monthly installments. I agreed to pay off the phone up front. Why? I don't like owing people and that is how BOGO worked on my prior carrier anyhow. The sales rep explained that the "get one" phone would then show on two bill lines, one with the monthly charge and the second line a monthly offset. Of course, Verizon then started billing me without the offset. I've spent around 8 hours over several weeks on the phone with Verizon attempting to get a refund on the up front cash. First, they said we just need to submit a form to get the second phone switched to paid off, but it would take some time for approval. I agreed, the time came and went but my bill was unchanged. I called back and demanded a refund just be told that the refund date had then passed. I was forced to place a claim with my credit card in order to get my money returned. They returned the money immediately of course and gave Verizon 30 days to explain themselves. I hope they keep me in the loop on how that plays out.
So my real question is why did the sales rep do this to me? Are they paid commission? Is there incentive for sales reps to lie to up the sale and then leave it for customer service to sort out?
