At the end of March, I received a notice that I was eligible to upgrade to the Iphone XR with a $300 discount. No small print stating it must be a new line, no small print that it must be with Unlimited Plan. Too good to be true, I went through the motions of ordering online to see if discount appeared or not.
About then, "Alex" the Vz CSR appeared in chat and offered help. I asked him about the discount, he assured me that he would apply the discount on his end. I asked if I needed a new line. Nope, he said. I asked if Unlimited Plan was required. He assured me I could keep my current plan of 5 GB for $55 a month. He said my new phone would be $12.50 off a month, which would appear on my bill.
I then went on to ask about trading in my old phone and he gave me a link to see trade-in value. It said my phone was worth $180 trade-in. Alex explained that I would get an additional $7.50 a month discount toward new phone purchase, making my monthly payment of my new Iphone $11.50. He quoted me a total monthly bill of $66..xx . I asked Alex if I could have everything he told me in writing and he said I could have transcript of our conversation emailed to me. Which I did.
Stating that if for sure his numbers were all accurrate and I would receive $300 off plus trade-in, I would go ahead and order new Iphone. Alex informed me he already applied $300 discount to my account and I would begin to see the monthly discount of $12.50 within 1-2 billing cycles. We ordered the phone, I did the request for trade-in and all seemed well.
My trade-in was processed quickly, but instead of monthtly discount of $7.50, the entire $180 was applied on my account and I was okay with that. Got my first bill and there wasn't a $12.50 discount on my phone. I chatted with Vz online and was assured they could see the $300 discount on my account and it would begin next billing cycle.
Second billing cylce came around and still no $12.50 discount. I again reached out via chat to Vz and this time I was asked "did you get a new line?" "didn't you do a trade-in?". I answered both questions and was told they read my transcript with Alex and this current CSR was going to file a report and escalate to promo department and I would hear within 7 days. On day 8, I again contacted Vz to say "hey no one got back to me" and she said she could read everything and she was going to contact her superiors and I would hear within 3 days. Today is day four and still no response.
Today all print outs of my conversations with Verizon go to the BBB, along with a complaint that I am going to file. I am pretty sure that when I have in writing what Verizon quoted me prior to the sale and promised after, all constitutes an agreement and I am confident that the BBB will side with me.
I have been a Vz customer since 2006 and this is the first time they have failed to keep their word to me.
