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How to resolve account change issue?

Miembro

I have been with Verizon for about 13 years now. I have never filed an issue and have always been able to resolve something via customer phone service.

My wife went in to a Verizon Store (http://www.verizonwireless.com/stores/california/carlsbad/carlsbad-204038/ at 1846 Marron Rd, Carlsbad, CA 92008 to get an early Edge upgrade to an iPhone 6. Her phone had a small crack which she volunteered to the sales guy. The sales person (Gary) stated my wife needed to pay $204 for the damaged phone to get the upgrade. Additionally he stated that we were paying for 6gb when we could get 10gb for the same cost. He then proceeded to tell her about every Verizon service including roadside repair, etc. Not once did he bring up the fact that we had insurance and could get the phone replaced for the $100 deductible. I realize that my wife could have missed something but my son confirmed the conversation. He is 10 years old and loves Apple products so he was enthralled with the whole thing.

My wife went forward with the transaction. I found out when I received a text message that $204 had been paid against my account.  At this point, I called my wife and got the lowdown. I asked her about insurance and she stated that was the first time she was aware she could leverage that option. I told her to go back into the store and cancel the phone upgrade which she did. I just reviewed the account documents and my data plan went up to 10gb but so did my data fee...by $20.  We have never used more than 2 gbs of data and the only reason I upgraded was that I received a special offer for the 6gb at a very favorable rate.

I am trying to roll back this entire transaction and am being told there is no such thing as a 6gb plan anymore, therefor I cant return. I escalated the call and the gal submitted paperwork for me to get old account back. Additionally I have a request in to meet with the area general manager.

My next possible steps appear to be to fill out a Notice of Dispute form (http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf), file a complaint via BBB. I am pretty much at the point of leaving Verizon but do appreciate the quality of phone service and it seems it would be just as much a hassle to get buyouts and line transfers as to resolve what a (in my opinion) deceitful/unethical employee did.

My question: Is there an easier way to get this resolved. Is there a customer care number or contact for long-term, loyal customers?

Many thanks!

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Re: How to resolve account change issue?

Community Manager
Community Manager

dutchr we appreciate your business throughout the many years! We apologize for the trouble in the store and we'll do everything we can to help! To confirm, what device did your son have prior to the iPhone 6? When was the device purchased? To clarify, did you move from the More Everything 6GB to 10 GB Plan?

AshleyS_VZW
Follow us on Twitter @VZWSupport

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Re: How to resolve account change issue?

Miembro

Nokia Lumia 928 in Black.

More Everything Talk, Text & Data Loyalty Plan

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Re: How to resolve account change issue?

Miembro

Purchased Nov 2013

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Re: How to resolve account change issue?

Miembro

Sorry for all the rapid fire but it is my wife's phone. She likes the simplier UI of a Windows Phone but my son convinced her to switch.

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Re: How to resolve account change issue?

Community Manager
Community Manager

dutchr no worries, we'll find the best available option! We are now past the 14 day exchange/return time frame so we'll need to make sure you're on the best option moving forward! Please reply to Direct Message to access the details.


AshleyS_VZW
Follow us on Twitter @VZWSupport

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Re: How to resolve account change issue?

Miembro

The device was returned immediately so that isnt my issue or concern. My concern was the complete lack of customer service that put my wife into this situation, along with the poor customer service when I followed-up via the phone. I have to say that the online customer service seems better.

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Re: How to resolve account change issue?

Líder Sénior

Should have been able to cancel this within 14 days.

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Re: How to resolve account change issue?

Miembro

Thanks Snn5. That was my original impression too.

1. In my original post I explain that my wife immediately went back and returned the phone.

2. Verizon, both in store and with phone customer service, told me there was no way to get back to my 6GB customer loyalty plan. This is why I am so frustrated.

Update: I never heard back from phone customer service after they promised to follow up. I went into the store and got an appointment with the manager. She was able to rollback my plan. My frustration now is that I had to spend 5 or 6 hours of my own time to deal with extremely poor customer service. I didnt cause this situation and have much better ways to spend my time. If I hadnt pushed, all the answers I received were NO...not how I want to be treated by a provider for something so integral in our lives.

I am in communication with the online team and will update everybody if there is a final resolution. At this point, my suggestion is dont send in an uneducated person into a store and expect the store to accurately review the plan and suggest a good solution.

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Re: How to resolve account change issue?

Líder Sénior

Sounds like your old plan had 2GB and with the Edge plan the same price would garner 6GB, and thats what verizon suggested to me to get me off the unlimited data plan i was on.  they said...you get a new phone over payments and you get 6gb data.  It sounds like they were trying a strange approach to upselling the data.  You had 2gb, but the edge was 6gb for the same price and maybe a promo where you got 10gb.  But, if you rollback the plan youd go back to what you were on to begin with.  I may be confused about if you were on a 2gb plan before Edge or if you were on a 6gb plan, only used 2gb and were told you could move to 10gb for the 6gb price.

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