Subj: Customer Service/Collections

I Traded in old phone to Verizon for an upgrade to a new IPHONE 16 22 Sept 2024. Received new phone from Verizon and sent old IPHONE back to Verizon per there request and provided shipping Label via UPS on 24 Sept 2024 (tracking number 1Z5Y70X*******900). Per Verizon, my old bill was $100-110 per month and the new phone would add $3.81 more to my bill, TOTAL
27 October 2024 11:12AM- UPS shows delivery of old IPHONE back to Verizon per tracking number
Mid October 2024- received numerous emails from Verizon stating I need to return old phone or I would be charged for it.
10/28/24- 510PM- Individual I spoke with asked me "do we have your phone; did we receive it? I told the individual I don't know what you have, cancer, blonde hair or three legs but you have received my old phone per the UPS tracking number and a previous IMEI ping check indicating the phone was delivered via UPS. Provided them with the tracking number again
11/1/24- Sonya 12:40PM- On hold for 45 minutes
11/3/24 2:40PM- received my bill (due 11/5/24) $373.50 of which $244.52 fee added for not receiving my old phone- on hold 22 minutes. Verizon stated that my payment did not go through- and they are correct. This is not my first rodeo with a company with sub-par customer service- I cancelled the credit card on file since the writing was on the wall. I told them to get the bill straight and I was more than willing to pay as agreed. Received 13 text messages to pay my bill in full. Verizon admitted they received my old phone and would get the bill straight, total phone call 240pm-345PM-1hr 5 minutes
11/4/24- 9:55AM- called Verizon back, on hold 20 minutes. Bill still at 373.52- call breaking up- lost call after 10 minutes- how ironic. Verizon called back and stated they have waived the $244.42 (fee for not having my old phone) and asked that I pay the regular amount of $129.10 (previous bills were $105-110 per month plus the additional fee of $3.81 for the new phone—new math I guess) I paid the $129.10 per *******@1045AM. Within 10 minutes I receive an email stating "thanks for agreeing to pay $244.42 (old phone no return fee- which was just waived)
11/16/24- New iPhone with T-Mobile- I have had enough of this crap
11/17/24 MIKI- $372.02 due I'm told, $244.42 past due(old phone not returned fee)(just paid the $129.10 less than two weeks ago, $244.42 waived, then it wasn't waived, see 11/4/24 call above).MIKI stated "just pay the regular due (129.10) we have your old phone- (bill was just paid 5 Nov 2024), she says next bill due is 5 Dec 2024, just pay the regular payment, the $244.42 is waived". I informed her that we played that game in Nov when I paid the bill then immediately received an email stating I owed the $244.42- MIKI- you need to get up a bit earlier to play stupid games with me. Requested account to be terminated immediately and I have a new carrier since this was a business phone and I'm losing money due to your stupidity. Over 1 hour on phone call with dearest MIKI.
11/18/24-Ellie- so very sorry about this issue Mr. Kerwin- let me look at your account- yes, we have your phone-transfe3rred to supervisor. Sir you owe us $244.42 since you failed to send in your old phone- the $244.42 is a fee for not returning your old phone. Ok I replied- you have my phone- then just either send my old phone back to me or a check for the $244.42 since that what's you say its worth (I'm easy, send me a check) and I will gladly send you back your iPhone 16 and we can walk our separate ways. Ellie states "I may or may not receive a refund of $244.42 since they can't find my old returned phone in the warehouse, but we have it. DO YOU?
Do you know what day and year is? Am I speaking to Joe Biden
11/23/24-received an email to call Verizon@ 4.40 PM. LEE- looks at my account to see why its past due. She wants to credit me the $244.42 (old phone not returned fee)- just pay the regular amount- I asked her if she was friends with MIKI and told her we played that game and to get out of bed earlier. Third request to shut down entire account, now she wants my account PIN (Verizon will never ask you for your account Pin—More BS) she transfers me to customer service—who the hell have I been talking to! Spoke with Tiffany- VERY RUDE- she states I broke the contract. Had you fixed your problem 8 calls ago and straightened out the billing issue we wouldn't be having this conversation right now. I told her what's the difference between pay the "regular amount monthly" and other amounts. I don't recall any other stupidity amounts in the contract pertaining to billing.
11/26/24- Numerous calls from Verizon/phone still disconnected- pay the $244.42 to reconnect. (old phone non return fee) Already three requests to disconnect from this unprofessional company and I'm still required to pay $244.42 for a phone the have admitted they have
12/6/24 Senior Account Specialist-Ray- (lets see how this goes) He has tracking number of returned phone- off to a good start here. Ray will send old phone back to me. Call. Fifteen minutes after call ended I receive a call from Verizon demanding payment of $244.42 (fee for not returning old phone).
12/11/24- Another email demanding Payment of the $244.42 (non return of old phone)
12/13/24- received another email demanding payment of the $244.42 (non return of old phone) I called Verizon and received NO option to speak with anyone- called again spoke with Alex-I explained everything until I was blue in the face, 88th time thus far- she transferred me to another Verizon android- Blah, Blah,Blah- she wanted to transfer me again- not happening! Someone there in that building has to do their job. Transferred to Joey (when a little boy named Joey grows up, he goes by Joe- this isn't good) he stated he can't fix it, very professional attitude- I can't fix it- what the hell are they paying you for?
Its now 9pm- called Verizon back to see if any working humans are there, they answered the phone and hung up- professionalism at its best.
12/16/24- Another demand for payment- called and spoke with PREYAG (confirmed spelling)
He states "he confirms they have the old phone; we are very sorry about all this, I will get this issue right on this call, no worries Mr. Kerwin this will be fixed right here- do not worry about this going to collections- admitted this was all Verizon`s fault. I`m sending you a return kit- we will send you your old phone and a label for you to send the new IPHONE 16 back to us (I'm sure they will receive this one correctly) I asked about all the threatening emails and calls I was receiving from this issue and was told" ignore the emails and calls. Your return kit number is *******, I will call you personally on 21 December to ensure you have received the kit to return you phone so we can go our separate ways, and again I apologize, there is nothing due on your part. 1.4 hrs. On call
12/21- forever- Preyag must to busy assisting Santa load his dam Sleigh- no call- believe me I'm not surprised. UPDATE: still no call or return box as of 1/19/25- didn't want anyone to be surprised by this
1/19/25- on hold 2;28PM—I asked for Preyag, who Verizon replied?,,Yet another shocker here folks… I was told my bill was now over $1000. So, I didn't pay the regular contracted amount of 129 per month for Dec 2024 and Jan 2025, and the bill is over $1000. Yeah, I'm the one who broke the contract.
1/27/25- collections notice for $1070.11
Just to be up front- I was instructed by Verizon to return old phone back to them via their label and box via UPS. That was done- I have done my part. If you can't locate it with a tracking number perhaps you should use a different carrier. I have exhausted NUMEROUS hours on the phone attempting to fix a problem YOU created, not my job, but I attempted in more than good faith. And just so you don't think you can just say whatever you would like to cover things up, I have the calls recorded on my trusty T-Mobile phone, and yes Verizon was notified I was recording the calls for MY quality assurance. Let the games begin!

I have been with verizion 15 years, 15 YEARS TOO FRICKING TOO LONG!, I first signed up with them because US Cellular moved out of Illinois, From Day 1 they bent me over the rain barrel and gave it to me, And till this day they are still bending me over the rain barrel, When i first signed my 2 yr contract on 1 personal line and what was going to be 2 business lines, they told me that i had to wait 30 days for a business account, 30 days later i called them back to set up a business account, They said sorry you need 10 business lines to have a business account, So i lost my business listings for 2 years, And on top of it one of my new phones had a blemish on the screen size of a nickel on the screen out of the box. So they sent in in to be warranty. I got a new phone in the mail the next day, It wasnt new, In fact it was used and still had the past owners pics and text messages and everything else still on it, My 12 year old son helped me get the phone set up. He found pictues of some old fat mans penis on the phone and all the drug dealing messages on the phone, So i turned it in to the local police. So verizion sent me another used phone that was all worn. After my 2 year contract was over i was eligible for a free upgrade on 3 different phones. So i went in to get better phones with my free upgrade. They said SORRY we dont do free upgrades anymore. So Basically they bent me over the rain barrel AGAIN! I should of run from this company from hell when i had a chance. Then things were ok for a while (NOT). My texting stopped on my phone, 3 days of level 2 tech support. They sent a new phone to fix the problem. 7 months later Same thing happened, So they said its not them. So i called the manufacture. They sent me a new phone. 6 months later it happened again, no texting. 4 days they sent a new phone. After being on the phone for 2 days with level 2 tech support. 1 month later, No texting again. So 2 days again with level 2 tech support and 3 supervisors, They wanted me to pay for a new phone. I said no. I called back the next day. Asked for level 2 tech support again. Some woman fixed the problem on their end. The Problem Was always on their end! SO I TELL YOU. BE CAREFUL WHEN YOU THING OF USING THEIR SERVICE... RUN. RUN FROM THIS COMPANY AS FAST AS YOU CAN!

To whom it may concern:
On July 2nd, around 3:50 pm, I visited the Verizon store at 140 Eisenhower Drive in Biloxi, Mississippi. I am lodging a complaint due to receiving the worst service of my life. Initially, things went smoothly with the sales associate's assistance; however, the situation deteriorated when Supervisor Amy intervened. While the associate was transferring my SIM card to the new phone, Amy began explaining why they couldn't help me. She claimed that my phone's charge was too low for file transfer; with only a 20% charge, so, they couldn't set up my phone and as it required at least a 50% charge to proceed. I then asked Amy why they couldn't set with my phone plugged into one of their sockets and Amy then replied, "It would still take up to about 5 hours to set up my new phone and to transfer the old files to my new phone." Then Amy suggested I go home and call customer service for their help. She also said that they were going to charge me $40 to set up my phone so it would be a good idea to let customer support do it. I told Amy that I would pay the $40 because I would rather for them to assist me in person rather than over the phone and Amy still denied me service. I nearly begged Amy to set up my phone in the store because I felt more at ease with their assistance. However, Amy suggested I use Google for help with the setup. I expressed to the supervisor that her response made me feel unwanted, which upset Amy. She insisted she never said she didn't want to help. I clarified that her demeanor suggested otherwise. Amy then accused me of being confrontational. I assured her that was not my intention; I simply sought her assistance. Subsequently, she asked me to exit the store, and I complied without delay. Upon leaving the store, I realized my phone wasn't working because the first sales associate had removed the SIM card and placed it in a new phone while assisting me. I returned to ask if she could reinstall the SIM card in my old phone. However, Amy instructed the associate to go to the back. When I asked Amy for help, she refused and told me to leave the store. I warned Amy that I would need to call the police since they wouldn't reverse what they had done to my phone. Amy responded with a smile, saying, "Go ahead and call the police, I want you to call the police." Not wanting to create a scene, I left the store and set in my car, phoneless, unable to use my GPS to navigate home. I left and sought help from two passersby with the SIM card, and they assisted me. Overwhelmed and in tears, I could barely ask for help. The two young women urged me to stop crying, assuring me they would help. I explained my predicament and how I needed my phone's GPS to navigate home since I was new to the area. After two women assisted me, I called customer support, crying uncontrollably, and they said they would file the complaint on my behalf. Next, I contacted the Gulfport Verizon store, and they urged me to stop crying and visit the store for assistance, which I did. Arriving at the Gulfport Verizon with tears in my eyes, I was helped by a sales associate named Britney. She apologized for the inconvenience and quickly set up my phone, which was at a 30% charge, and in less than 15 minutes everything was done. Contrary to what the Biloxi Verizon supervisor had said, the setup was swift and did not require a 50% charge. This supervisor's rudeness and mean demeanor have led me to consider switching my phone service. Amy's look was filled with such disdain towards me, worsening when another associate left the room. I believe her treatment towards me was unjust and discriminatory. The level of disrespect was so bad that I literally was sick for the rest of the day.

Very respectfully submitted,
Vickie C.Francis

Hello, managers or Verizon users. I recently had the worst experience of switching to Verizon from another mobile carrier.
This disaster has shattered Verizon's credibility for us. We are seriously concerned about whether Verizon should be trusted once again. I'm going to tell you this unbelievable thing.
On March 12, my family and I signed up for Verizon with five new plans, along with promotions. In the process, my mother-in-law and my wife bought an iPhone 15 Pro Max 1TB, iPhone 14 plus, and Apple watch, respectively.
Verizon's offline Riverdale branch initially lied to us with plausible things to say. Spencer, an offline salesperson, ordered my wife's phone to an address that was not confirmed by us, and we never imagined this would happen. Because we never gave them that address, and we repeatedly checked our current address twice or three times.
Also, we weren't informed by him that a high cost of more than $500 would be collected initially for the first payment. He lied to us that the $250 bill would just be charged monthly. After that, he promised us a guaranteed delivery two days later, but we still haven't received the Apple Watch and the iPhone 15 Pro Max.
We already paid for this, but we haven't received the Apple Watch and iPhone 15 Pro Max for a week. The telephone consultants responded that our phones and watches were directed to different addresses and were on their way back to Verizon's warehouse.
As a result, for three weeks, we have been going back and forth between Verizon's customer service calls and the sales store we paid to solve this horrible problem.
I experienced three weeks of worst-case experiences from Verizon's sales store and customer service center, and I see no sign of this being resolved.
To resolve this, I applied for a vacation from my company, but so far, nothing has been fixed normally. Connecting with Verizon's telephone consultants takes about minutes of waiting each time, and their answers have always been different. The biggest problem I've ever had is that Verizon needs to train their staff seriously according to through a unified manual.
In the process, three representatives through customer service promised that my wife's phone, the Iphone 15 Pro Max, and the Apple Watch, would be free of charge in return for misdelivery caused by the misleading sales staff and they promised us to call back tomorrow and the phone and watch will be delivered together, but they nevet called us back. This was recorded as Verizon's phone records three times, but to this day, we still haven't received our phones and watches.
We were so upset that we went to Verizon's Offine store twice without Spencer. The manager and other staff also told us they couldn't provide us with anything and that free phones and watches couldn't be provided by Verizon's policy, providing conflicting answers to phone counselors.
We asked for troubleshooting and compensation for what happened to our employees' mistakes, but they asked us for another payment and an additional sales tax that was repeated. When we refused, the other way was to cancel Verizon and charge us for using it.
This is a solution beyond common sense, and we do not accept such unusual responses. While more than 15 repeated phone consultations to date have violated consumer rights that are not followed, my family and I are getting tired. I can not trust Verizon's customer service, which is dotted with different answers and lies each time.
My family has been denied a recorded call request by Verizon's customer service supervisor. As a result, for three weeks, my family did not receive any of our promised services and has already paid for them.
Also, nothing has been resolved, and my family and I have been duped and abandoned between Verizon's customer service center and the offline store. Imagine if this were going through with your family and you. If Verizon employees were going through the same thing as us, they would have solved this problem immediately, unlike how they were treating us. This is a ridiculous disaster.
We desperately need anyone to get this done. Verizon has to ensure improved service as a conglomerate that suits their reputation.
My family and I still don't understand why we have to endure this kind of mental pain, discomfort, and irrationality while paying a fair amount of money. We don't need stupid compensation like a loyalty program. We just demand what we deserve normally and what you promise. Rather, we'll have to receive compensation for the abnormal response we've had, the serious lies and deceit we've received from Verizon's sales person, and the impractical jokes we've gotten from our telephone consultants.

They asked for my feedback on the rep over the phone- The representative was very nice and tried her best-she was not the issue.

The issue is that I'm not able to make a simple insurance claim and I have been sent on wild goose chases for the last three days.

Number one- I dont have a pin. We never had a pin. Which is an issue every time i need to do anything. And then i make a pin over the phone and it still doesnt work. I make a myverizon account- still doesnt work. I try to change the email associated with the line i need to file a claim on- doesnt work.

And this is just the cherry on top of the nightmare that has been the 7 years of service with your company. Let's start with the first 5 years after my dad died- every single phone call, visit to verizon store, and email said my dad was the only authorized user on the account making it extremely difficult EVERY TIME we needed to upgrade/replace/buy/etc. And my poor grieving mother had to relive her trauma EVERY TIME and tell representatives that my dad died OVER AND OVER AGAIN.

They finally got the message that my dad is not alive, but now we need a pin THAT DOES NOT EXIST. And then the reps tell us its updated BUT NOTHING CHANGES.

We are switching all 11 lines over to a different provider who doesnt make us wait on the phone FOR HOURSSSSS and jump through A MILLION HOOPS just to make an insurance claim on a device that is 100% paid off by the way and has clearly been on our account since September. And when we have been loyal customers for years despite the trauma they have put us through.

I run a business- i do not have time to sit on the phone for hours on end being sent on a wild goose chase calling a million different numbers. I wouldve made more money if i had been focusing on running my business than the ipad is even worth.

I. AM. DONE. And btw, Verizon DOES have dead zone. A LOT actually. Stop spreading propaganda.

Saddled me with an additional line without telling me, and with only my signature on one of 5 pieces of paper, then would not remove it without notarized statement from my mother who bought me the initial phone when I signed up as a birthday present.
5 times they saud they were removing the line on request, and it kept coming back
The sixth time they said I had no authority to remove it without approval of my other family member whose name is also on the account.
They accepted all requests that raised my bill up until then, without needing any approval from anyone else.
7 times I changed my plan to save money.
2 of those times there were hidden costs that made the change more expensive, and I had to fight for 3 months to return to the old plan.
All 5 times that the changes would SAVE me money, they did not show up on the next bill.
Had to fight a minimum of one month, but twice for 3 months, to have the plan changed to what I asked for
Received no discount for the months they failed to change it when they changed it.
The application would always go into a dead loop whenever I tried to lower my bill.
Always worked perfect for raising it and for giving them money.
The app is working constantly in the background eating up more battery than any other app I have ever had.
It requires more security in the password etc than the Bank of America app, which is a BANKING APP.
Every bill was overcharged except for months that came right after I complained about overcharging.
Service was always slower than all other carriers I tried in my area.
All services were the most expensive.
Almost all phones modified and working horribly.
Bloated with more garbage apps than any company, by far.
Incredible throttling.
Exorbitant charges for using phone on trips--over $500 /month.
The My Verizon app.is the worst compamy app by far that I have ever seen of any kind, amd it is rated 4.7stars on Google play.
I read about 1100 reviews starting from most recent, and 1060 of them were 2 stars or less.
5G almost never works--I live in Los Angeles.
This is not a legit company.
It is virtually a criminal operation.
I have shared these experiences with others and almost all have had at least half of all this happen to them, as well
I switched to Google Firefox, and I have not had a problem in a year and a half.
Everything is exactly how they promise it will be.
The difference is unbelievable.
13 years I spent with those criminals, because I kept hearing that they are the best and that I must be doing something wrong
They should be shut down by the FCC.

Alright verizon, i have been with you guys since you bought out alltel many moons ago. Couple hiccups in that time but nothing serious. Now i am about ready to drop all my devices on the counter and walk out. Heres why.
My husband passed away in December. I stopped at the verizon in Merrill WI on Monday January 9,2023 with his death certificate and explained i no longer needed his line. They cancelled the line but said they could not take the phone back as it is not a corporate location so they had to call in and have a box/shipping label sent to me to send his phone back in. I get the box on Friday January 13,2023. I did everything the instructions said to do as far as factory resetting the phone, etc. i dropped the box off at the UPS store in Wausau WI on Monday January 16,2023. I received my monthly bill which showed a balance of well over a grand. I contacted verizon via the chat option and they said the device had been received on or around January 22,2023 approximately. They said they would update my account to reflect the device being returned and accepted. I kept getting texts to return the device. So i contacted verizon again via chat, they reassured me the device had been returned and accepted at the warehouse. Okay great, so why isnt my account updated yet? Well that can take 5-10 business days. Okay fine. Verizon agent tells me it will be updated and not to worry. Few days go by and i get another text to return the device. So i reach out to verizon chat again (this would be beginning of February now). They again reassure me account will be updated and they escalated the ticket to management. February 10,2023 my bill has still not been updated so i can pay it, i contact verizon chat AGAIN (this being like the 5th time) i am told again the device was returned and accepted and they will need 8-10 business days to complete the expedited ticket and my account should be updated by February 20,2023 so i can pay my bill. It is February 22,2023 and i had to reach out to verizon chat again this morning as my account is still not reflecting the correct pricing for my phone line and the tablet line. Now i received an email from verizon financials regarding my "late bill". At this point i posted my complaint all over facebook, within minutes they told me to send them a message on facebook and someone would rectify the situation. So i send a message around 3:30pm on Sunday February 26,2023. It is now 7:24pm and i have nothing, no answers, no solutions, nothing after 4 hours. They tell me the escalated ticket is still being processed. What happened to the 8-10 business days i was told 20+ days ago? SERIOUSLY! Now today March 2,2023 I notice an alert on the top of my screen about data usage limited, so i again reach out to verizon. I try calling and after threw attempts i was not able to reach an actual agent. So i went through the chat option as thats the only option i had, there the agent told me my services were suspended after being reassured by the last couple agents that will not happen. I have screen shots. WTF! I am upset. Its like reopening the wound every damn time i have to do this. Having to go through this so many times on the same issue is absolutely rediculous. Do better verizon. For what we pay for your So So service, find a way to rectify this and maybe you wont lose a 15+ year customer.

Sincerely,
A very pissed off widow.

I contacted the CEO by email and Alisa, an Executive Customer Service Rep. The following are the emails with the Executive CS rep from Verizon. Dear Patricia Sanchez,

Thank you for your response. I have been unable to contact you via telephone on %%%% as it is stating it is no longer in service. The cell number provided ending in %%%% is going straight to voicemail. I have emailed you return labels for the newly purchased equipment. I am very sorry to hear about your poor customer experience.

Devices and accessories purchased between November 24,2022 and December 15,2022, may be returned or exchanged on or before January 14,2023. As we are required to collect sales taxes on the new equipment, sales tax would be required to be re-paid for the exchange order. The previous charge would be refunded once we receive the original equipment back. Your current iPhone 14 Pro has a screen size of 6.1 Inches. The iPhone 14 Pro Max has a screen size of 6.7 inches. The iPhone 14 Pro Max are currently on backorder until December 23,2022, so I would recommend returning your current phone and ordering the larger one as soon as possible to avoid any delay.
Sincerely,Alisa

Dear Alisa, I am sorry you have not been able to reach me. I have very poor cell service in my home. If you give me a number I will contact you ASAP. Now, as far as your email it was cold and unhelpful. You have no idea what happened and how I was FORCED to take the unwanted equipment out of the store and become responsible for it. The hours of wasted time and money. I lost a night of driving Uber. Thank you so much for taking the time To send me return labels, now I have to pack the stuff make sure it is protected and is received at the company, checked in, and then wait for the credit. The box and stuffing cost money and I live on SS. I am 65 and handicapped. What are the chances this stuff will be lost, damaged, or stolen during shipping? Guess who will be responsible? ME! I want to get a much better Resolution. I hope we can speak very soon. Patricia

All Alisa did was repeat the instructions on returns. She did state I could go to the store in Ithaca, NY which I did. I received a $350 bill for 3 lines I never ordered. I went to the store in Ithaca and spoke with the manager Marisa, who as far as I am concerned is the only Verizon rep out of 15 that I have spoken to or emailed who knew her job. She was shocked at the events that surrounded this debacle. I was in and out of the store within 30 minutes receipts of return in hand. If Marisa would have been the very first Verizon rep I spoke to about a new iPhone and service I believe I would have been a very informed and happy customer instead of a woman on a mission to stop everyone I can from becoming and or staying a Verizon Customer, Stay tuned

I originally went into Verizon because I had lost my job, I had saw an ad for their 25$ a month internet service and a 800 credit for phone trade ins for any phone trade in. When I went int They verified I would be eligible for the 25$ a month internet at my address, they also said with a 10$ auto pay discount and a 25$ military discount my bill would be 67$. They looked at my device and verified it would be rated at 800$ and if it wasn't I could deny it and get a refund and the phone back. After I paid for the phone and signed the contract, they then told me that I did not actually qualify for the high-speed internet and they were wrong. I Didn't complain much even though they also told me they could not give me the ProMax phone as planned because the trade wouldn't work. I had originally wanted to use my old phone but they wouldn't let me claiming they had great discounts. Claimed they could get me a 14 plus pro max for 1200 then claimed trade it wasn't allowed and stuck with me a 14 plus for 1000. I accepted this and I was told since my device would give me 800 I would only owe 200 total. I wanted to pay for the 200 extra before I left the store but they said there was a two day wait period so I only was allowed to pay for the cable, power block and case for 201 total. I came back a few days later to pay the 200 for the phone so I could have the extra 5$ taken off my phone each month as they said would happen since I had 800 off due to the trade in. I told them I would only do this on the condition I get 800 for the phone, they claimed as long as I sent it I would. They examined it and cleared it for 800, I sent it in and I got an email saying it would be "accessed to see its worth and the final trade amount would be given. I had been told they if they didn't pay 800 would tell me the amount and let me deny it and send it back and allow me to cancel and have a full refund within one month.

I went home after buying the phone to set my phone up, I set the military discount as well as auto pay off, I took off the services I was told to take off to get my monthly bill to 67% as shown on the quote I will provide. I instead of getting 67$ only got it as long as 99. I asked why the next day and I was told the military discount is 10$ and the employee was confused, I was also told she failed to charge me the 200 that day so I paid for the 200 to take the 5$ off. Then I was told the original estimated price was off also so my bill went from 67 to 99 within two days, plus I did not qualify for the 75$ in savings from using the high-speed internet as I was promised. I spent the next 5+ days on the phone daily trying to get them to honor the 25$ military discount which would take the bill to 67. I wasn't really having any luck because they claimed the employee was ignorant and should have known that was for two lines. On Wed the 2nd I got an email stating they got my device and a final assessment would be done, I was confused because they said it would be worth 800. I called the store the next day and talked to the manager, I asked if I would be getting 800 for sure and he verified that I would and if I did, I would get the device back if I denied it, I was also told I would be able to cancel it and get a full refund at any time. On the morning on 11/4/2022 at 1AM CST I was sent an email stating they had evaluated my device and it was only worth 50$, I did not see a way to dispute it, or request cancellation or my device back so I went back into the store and canceled as the manager claimed that I could.

I walked into the store at 19th and telephone in Moore Oklahoma and talked to the manager, I told him I simply wanted to go ahead and do a full refund/return, as well as get my device back that I sent in for assessment. He laughed and claimed that the device was their property the moment I mailed it to them, I told them I was told it would be assessed and I would be able to deny or accept the offer, if denied they would mail it back and cancel service and refund if requested. He claimed I was misled, He said I was under contract. I asked him to please return all items and explained the over 5 broken promises that they gave me. He told me He couldn't help and that I needed to leave. I asked why and for help. He then yelled at me and started to belittle me, he threatened to call the police if I did not leave. He refused to cancel service, he refused to return all items or explain how to get my trade in device back. He ended up calling the police because I patiently asked him to calm down and help me with the problems I had, the police came and were annoyed after realizing I did nothing at all. They conducted a bait and switch on me and refused to honor or fix the issues that arise from it. Instead, they called the police as a way to keep me from canceling, keep me from getting a refund and going to ATT.

After this I went to ATT and signed back up since I was with them 15 years without issues, I only left due to promises they did not keep. I was only paying 80$ at ATT when I canceled for the 67$ a month offer with the internet savings of 75$. ATT gladly took me back and I switched due to the horrible experiences I had. I had been told by 4 Verizon employees that I could cancel at any time at a full refund within the first MONTH if issues arose. After I signed up with ATT, I went to the Norman Oklahoma Verizon hoping for better customer service, however I was greatly dissatisfied. Once I drove all the way out there, I had the lady who messed the quote up ask if I needed help, Evidently, she switched stores for this day. I denied her help and asked for a manager. I told him the entire timeline of events and asked for my device back, he also said it would not be possible, he said I chose to send it in and it became Verizon's property after that. I begged him to take the device and all items bought that day back and he fought it at first but finally agreed. He then said that since I was showing as not active and that I canceled He couldn't. He claimed the bill was already although it had been 15 minutes been billed to me, He claimed I breached my contract and set my self up for failure. He ignored me when I said I was still within the one-month cancelation period and said employees make mistakes when I said I had 6 broken promises and needed help canceling. He said I broke contract; I wasn't with Verizon and to go to ATT, he said the phone was mine and I was fully responsible for the other 800 and no refund. He then claimed he would call the police if I did not leave. I did not send my device in for anything less than 800$, I did not sign anything when sending it in, I was told it would be assessed, offered then sent back if it wasn't enough. I was told I had a month to cancel without penalties, to return and switch back to ATT including from 5 customer support employees on the phone. However, what the store employees say and the telephone time employees say are not the same.

I need the 800 checks back if they cannot give me the old device. That's what was promised. I chose to cancel due to being attacked and having 6 broken promises. My bill would have been 156$ with the phone not being taken as a trade in as it wasn't, so my 67$ bill turned into 156 and they refused to give me my old phone back or the 800$ so I can go to ATT and get an upgrade with them since Verizon failed to follow through. I cannot get an upgrade without my 800$ phone.

I also need to return all items, get the 401$ I paid them so far back, 201 for the items, 200 for the phone and I need the rest back that went towards the bill.

Verizon SYSTEM UPDATES from Apr2022-Jul2022 issued security breach to access your device. I've manage to block the intrusive company, those updates have shown they were able to push pass my security even hacked Norton360. GOOGLE SECURITY BREACHED when logging in, another device logs on & can't be removed in GOOGLE Accts Manager. Verizon BIOMETRIC UPDATE 6.0.0.4 -fingerprint update another security breach installed. W/ the other unknown device in GOOGLE acct it was able to unlock my phone w/o password only swipe. Verizon was able to access my phone through GOOGLE PUSH notification the allows access to the device and installed on an android phone or tablet or Linex device. I've manage to remove from Google accounts manager but this last time it's been locked onto my Google account and I cannot remove it. I've removed my recovery phone number and recovery email. Ive installed Google authenticator and used the backup codes. Even that has been tampered with due to the extra device that cannot be removed from google security account. Ive sent help and feedback to google with screenshots. Nothing fixed. ALL these troubleshooting steps I've made have been since Dec 2021 to now Aug 2022 new system updates Installed are due to the fact I've call Verizon Norton and Samsung stating my case of the hack placed on my phone as well as the replacement device and next replacement device. They've managed to log in through GOOGLE PLAY APPS then username passwords Norton security system web browsers website previously used. Once hacked my phone features change to previously stored information and software saved at the time. BEWARE. Only a few screenshots of my experience.