New Account Complaint

[csicard]

To whom it may concern,

I am writing this letter to voice my displeasure with your
organization following my recent new account opening experience.  When I
saw the Black Friday sale on the Samsung Galaxy S6, I figured it was an
excellent time for my girlfriend and I to switch off our parent’s plans and
create our own joint account under my name.  Since we obviously wished to
keep our phone numbers, we were required to have our parents’ call in an
assumption of liability so we could create the new plan.  Before having my
dad call in the AOL I wanted to verify with a Verizon employee a couple of
questions I had.  I spoke with multiple employees through the customer
service phone number.  My main concern was both my girlfriend and I
qualifying for the 300 dollar trade in credit on our old Galaxy S3s.  All
the employees I talked to at that time guaranteed me since I was starting a new
plan in my name that we would qualify for the trade in credits because they are
both fully functioning 4G smart phones.  After hearing that great news, I
had both our fathers call in the AOL, and then I called to create a new plan in
my name and added my girlfriend’s line.

Up until this point, everything had run pretty smoothly, and
I was very happy with my experience with Verizon, but this is where everything
went wrong.  After creating the new plan in my name I went on the website
to verify the trade in value on our phones.  At this point, the appraisal
system said our phones were only worth 30 dollars each.  I called the
customer service line back, and was told since we wished to keep our same phone
numbers and these technically weren’t new lines that the trade in credit
promotion does not apply to us.

I countered by explaining that this does not match the
information I verified with MULTIPLE Verizon employees throughout the
day.  The rep said there was nothing he can do for me even after I voiced
extreme displeasure.  The main reason I started this plan when I did, was
because I thought we were going to a great deal on the phones.  I was
transferred to a supervisor in the call center and was told unfortunately
nothing could be done to help me.  At this point, I became very
irritated.  The supervisor said all she can do for me was offer me a
onetime $15 dollar bill credit.   After being on the phone for 2
hours during my work day I didn’t have any time left to continue to dispute
this so I hung up.

I have been thinking about this over the last week or so,
and my level of frustration has not gone down.   I feel although I
took all the right steps and did the necessary research by calling Verizon and
verifying that the trade in credit would apply for our phones.  To be told
after the fact, when I already have a new plan in my name, that the phones are
actually only worth $30 is very deceiving in my eyes.  And then I found it
very insulting that the best offer to offset the $600 (2 phones at $300) trade
in credits that I couldn’t receive was a onetime $15 credit.  How is $15
supposed to compensate for $600?

I would also like to know that after all this, I went to the
Verizon store in Seekonk, MA.  When purchasing the phone I had a Verizon
employee apply the screen protector for me.  When I got home and examined
the phone I found there to be hairs and air bubbles under the protector.
I returned to the Verizon store the next day to complain of the issue.
Instead of giving me a new screen protector, which I figured they would since
they applied it incorrectly, I was forced to use one of the one’s I had
purchased the day before.  Overall I was very dissatisfied with the
service Verizon provided me and don’t think this a great way to start a new
relationship.

[sprmankalel]

I am confused. You received some misinformation, ok. Maybe the reps that told you that the promotion would apply to you weren't 100% aware of the situation. There was a miscommunication but by your own admission you were going to get off of your parent's account and start your own anyway so there goes that out the window. It is not like the promotion was the main factor. You eventually have to have your bills as your bills so promotion or not that was going to happen for you. What I am confused about is that you feel that Verizon owes you something. You are clearly not within the promotion's guidelines but YOU FEEL you are owed the promotion. Even though a clearly non-malicious error was made you actually think you are still entitled to something that you were never supposed to get in the first place? As for the screen protector, the rep is not REQUIRED to apply it and the rep is also a human being so a mistake was made. It was done as a courtesy. What would have happened if you would have applied it yourself and got something underneath of it? Would you have run back to the store and demanded a free replacement?