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I need to file a complaint

I had to call 7 times to get the correct information about trying to upgrade and actually get the upgrade. I had a trade in for my upgrade (took place in August) and they were supposed to send me a trade in kit. I have now contacted them 5 times since my upgrade because I never got the kit and they still haven’t sent it. I keep getting the same questions asked like nobody can read and I doubt I will get my promotional credit because it seems like if I can’t do it myself, it won’t get done. 
I have asked to speak to a manager three times and the first rep said I have to call customer I did. I sat on hold 20 minutes to get a rep. Then held for another 10 minutes just to be hung up on. 
Now I have a 3rd rep who refuses to have a manager or supervisor call me. This is by far the worst customer service ever and I am ready to take my business elsewhere. I know we all have bad days but there is no excuse for persistent, terrible customer service. 
I pay way too much for this type of cruddy service. 

Re: I need to file a complaint

You're not alone in this experience, Verizon is taking advantage of us.  You can file complaints with the Better Business Bureau (BBB) here 

If you are the victim of fraud or unfair business practice you can also file a complaint with the Federal Trade Commission (FTC) here