In March 2023, I visited the Verizon store in Hazle Township to upgrade my Samsung S10e to an S23. I was informed that I could receive an $800 credit for my trade-in. Upon receiving my first bill, it was apparent that the promotional credit was miscalculated, reflecting a $400 credit dispersed monthly, rather than the agreed-upon $800.
I immediately contacted the store, who directed me to Verizon Wireless corporate. After multiple attempts to resolve the issue, both parties redirected me back and forth. Eventually, a store representative submitted a promotional correction form, but no action was taken.
Despite monthly follow-up calls, no resolution was reached until January 2024, when I was informed that I needed to upgrade to a higher-priced plan to receive the full credit, a stipulation not disclosed during the initial transaction. Reluctantly agreeing, I have yet to receive the promised credit as of June 2024, 15 months after the original purchase. I am currently being billed the full amount for the phone, not even receiving the $400 credit now, in addition to the higher plan costs.
Throughout this ordeal, I have experienced extensive wait times, dropped calls, and a lack of follow-through from Verizon representatives. This ongoing issue, coupled with documented records of numerous calls over 15 months, has led me to believe that Verizon's promotional practices are deceptive and their customer service is severely lacking. read more