Denise Crown sent in an interesting story about Verizon, credits to your account and how to keep them.
This may help some of you. The ;TLDR version: I received a $324.96 credit back from Verizon… now, here’s what happened.
I bought myself an iPhone X after dropping into my local Verizon store to gaze upon it with my own eyes. The rep basically told me I could trade my 7 Plus and my bill would increase a few dollars. I ordered my phone and went on my way.
Fast forward a couple weeks and the phone arrives, and a few days later, my bill. When they processed my order, they removed a credit of $27.08 / mo for my husband’s phone! With 12 months remaining on that promo, it was $324.96!
Back to the store to discuss my missing credit. A different rep told me “that’s how we do it on trades” and essentially any promo credit you have is theirs if you change plans. It would have been nice to know that up front. At this point, I had to decide if I would keep the X or return it and reclaim my credit or keep fighting to get the credit back.
I called customer service and got the same story and that rep pointed me to some fine print in the contract. I could have accepted that if it were my husband trading in his phone, but I had nothing to do with his transaction.
I decided to contact the Better Business Bureau with my politely worded complaint and the very next day I received a call from a lovely lady in Executive Relations who asked me if I wanted a lump sum or the monthly credit. While we were talking she processed the credit and we were done.
Sometimes big companies get it wrong, but the good ones make it right. I’ve been a Verizon customer a long time, and I pay a premium for their service, but sometimes they really delight me as in this case.
Hope this helps some of you with your customer service problems!