I am a true believer of large companies like Verizon who truly strive to be the best in their industry by reaching for customer satisfaction and going beyond customers’ expectations. My family and I have been a Verizon customer for over 12 years and have stayed loyal and was always proud to say “i have Verizon as my Cell phone provider and I love it.” As a whole company I still say to this day I am satisfied with their service, however do to recent experience at a corporate store my loyalty with Verizon is in question. I have never felt so scammed in my life then I did after finding out how the agent at the store location (626 N Alafaya Trail #109, Orlando, FL 32828) (order location # P1043 01) processed my upgrade.

On March 28 2016 I went into my local version store to upgrade my cell phone. I had done extensive research regarding my options and was aware of the month2month price plan available and 2 year agreement price. Do to my financial situation the best option for me was the 2 year agreement pricing for the new 7s Samsung, which during that period had a BOGO promotion but had to be on the month2month plan so I was not interested in the BOGO and clearly told my store agent my interest in only the 2 year agreement pricing. We proceeded to checkout with the available 7s they had in stock but to my surprise during check out the agent told me my personal account had a special offer regarding my upgrade. Agent stated he hadn’t seen a promotion like this in a while on someone’s account, “a free UE BOOM2 bluetooth speaker with no extra charge.”

I was ecstatic about the offer but still had to confirm and ask the agent “this speaker is at no charge to me and will not bring up cost to what I am paying today” and he reconfirmed that the speaker was completely free. After completing my transaction and paying $214.07 I went home and played with my new phone and speakers for hours. However after noticing an increase on my bill this month I reviewed my statement and now seeing the month2month installment plan for the line i upgraded. I then called Verizon Customer service to fix the issue because obvouisly I paid the $199+ taxes at the time of upgrade in the store for the 2 year pricing for the 7s Samsung. The Customer service specialist then explained that the $214.07 went towards the discount price of the Bluetooth speakers (159.99) and Taxes for the retail price of the phone (54.08).

After receiving such information I checked my paper receipt and to my surprise the receipt only provided the amount I paid with no other details but only steps to find the details of the transaction online. Which I believe the agent provided me that style of receipt to hide the true details of the transactions from me, knowing that is not what I requested. I will be visiting that location tomorrow to shine light into this unforgivable actions the agent took for his own self-interest. I will update after speaking with the acting manager and hoping this can be resolved. I Hope this long letter is read by someone who can take further actions to this location/agent to avoid any more damage to the reputation Verizon has worked so hard to have.

Sincerely Lcarampatan