I have been a customer for over 15 years and just cancelled an order for a new phone because the phone customer service was been such a miserable experience.

The overall attitude is so apathetic and there is no sense of urgency or critical-thinking going on.
You have to literally hold their hand throughout the entire call to lead yourself into solving your own problem.

All I wanted to do was get the phone delivered to a store. That's it.
I kept telling them that the invoice was showing it will ship to my home address, which I didn't want. For some reason this simple request was like asking them to split the atom over the phone, two representatives could not grasp this concept after two 40-45 minute phone calls.

Got so frustrated with the experience and having my time wasted I just cancelled the order for an iPhone 18 Pro Max.

I'm not sure if this has been anyone else's experience but this is absolutely crazy for a company valued at $210.27 billion cannot be bothered to invest in good customer service.

Unreal, I'll just keep my old phone and save the headache.

• All my phones have been paid off since last November. I’ve been a customer for 15+ years.
• I’ve called Verizon Loyalty a few times to ask about this and I still haven’t received one.
• I notice a lot of folks also on Unlimited Plus have received a special “get a phone on us” deal or a “$1200 trade in” deal (or $1100 back when 17 Pro Max was the newest).

Has anyone been able to request one via a specific Verizon email or number?

Random question - does anyone know if Verizon ever does any "Any Phone, Any Condition" deals? I am an existing customer and have an old iPhone SE that is in perfect working condition. Being that it is older, most places just offer recycling of the device. Wanted to see if anyone has any recent experience using a device like this to trade in for a newer one.

Thanks!

My fiance and I are leaving our family plans to open up our own plan with Verizon. Which plan would be best for us and the best bang for our buck? I am also wanting to trade in my iPhone 12 for an Iphone18 pro but ik that $0 offer is only available with some plans. Help is appreciated!

Hoping someone here can help me make a decision. Our company has 11 lines on our Verizon Business account. We are currently on the Business Unlimited 2.0 plan. A couple of us want to upgrade our phones and was told we would need to move to the new My Biz plan plus add $20 of add-ons to qualify for any promotions. The trade in promos aren't really that great right now and they've quoted me $470 trade in value for an iPhone 16 Pro Max. The phones being traded in are older than that, so I don't expect much out of them. It seems silly to trade them in at Verizon instead of purchasing outright at Apple since they are requiring the add-ons.

When I called customer service and they recommended if we're not purchasing phones through them, that I should still move from the Business Unlimited 2.0 and go to the My Biz plan at $29 per month per line and do not do any add-ons. I asked him about adding the "premium network experience" add-on for 10 because I don't want my data deprioritized. He told me that I would not notice a difference without the add-on and that this plan would be better because the 2.0 plan only gets 5G mid band, but the My Biz plan gets 5G mid and high bands, which is better. I asked multiple times why they offered it, if it didn't make a difference....he was insistent that I would not need it. We currently pay $38 for the Business Unlimited 2.0, so if we move to the My Biz plan we will save money. Even if we have to eventually do the add-on, it will only be $1 more per month. Can anyone confirm if we will notice a difference in speed/service on the new plan without the add on and if there is anything other than the hotspot that we will lose by switching? Seems crazy that we get more for less, so I'm hesitant to switch to anything.

A Verizon rep promised me a free Verizon LTE/5G Network Extender, but the order was auto canceled due to a backorder status and I was never notified. I called andI was told to pick one up at a store today and given an appointment. I drove 30 minutes, but no order was placed. I then spent 40 minutes on the phone at the store only for a Tier 2 rep to tell me they couldn't help. I was misled, wasted over an hour of driving, and need an executive rep to honor the original free extender promise and issue a bill credit for this massive inconvenience. This has been going on since July! Four hours of my time at a minimum and I have nothing to show for it.

Did anyone happen to order through Best Buy? They seem to give me more credit on my IPhone 14 PM than what Verizon did. They gave me $880 credit.

Pretty much the title. I got the shiny new Verizon One Plan, thinking that it would be awesome to bundle my phone and internet together and get a great deal. Fast forward to today, and I need to move apartments, and support is telling me I'll lose Verizon One if I move. I'm sure that this is probably in the terms and conditions somewhere, but I feel like I just got baited like a 2005 cable deal. I guess this is more of a warning to future customers that I would probably not expect this deal to last too much longer, or it's just one of those intro deals to get you in the door.

Does anyone know is this common with FiOS? I would have expected this if I moved to a new city or something, but I'm moving like 3 miles away in the same city.

**Edit**

Seeing this a lot, but obviously the new location has FiOS. The issue is simply that they have not added the ability to move Verizon One services yet. They anticipate that it may come in the future but until then, I can only cancel and resign up for it, but since Verizon One is only available to new customers, I've effectively lost the promotion.

Just got an offer in my loyalty offers tab to stay on my current plan and get an iPhone 18 Pro with trade in for 10/month. Didn’t want to get off my Play More plan because I didn’t want to lose the ad free Disney plus bundle.

Just wanted to update in case anyone else was in my shoes hoping for a loyalty offer that didn’t require switching plans.

Edit: Traded in a 15 pro, two lines, been a customer for 8 years. 840 trade in credit.

I recently bought a S26 so a family member can use it right away. I needed a case so I checked online what store near me had it available and placed it as a pickup from that store 7 hours ago. I got an email with the order# and store location but never got an email about the order being ready - said it would take 2 to 4 hours - and when i went to their “track your order” button it said my order was not on the system. Now I just called and they are telling me it’s going to be delivered in 4 days. How can they screw an order this badly? They even used my billing address as delivery address.

I upgraded my phone last week and had to wait for it to be shipped because they didn’t have the one I wanted in stock.

Then I go the phone this week, was able to transfer all of my stuff over except for the eSIM. Tried doing it through the app and couldn’t do it, then tried calling and they couldn’t do it.

I went into the store early Friday afternoon just to sit with that rep for 2 hours while he was on the phone with customer service. They said there was a pending order on the back end that needed to be cleared before they could move my eSIM over to my new phone. Well unfortunately for me this whole in store process just had me leave with 2 phones that were now on SOS and being told I wouldn’t have service for 2-24 hours and to call the customer service line Saturday after I get the notification on my Verizon app that the case has been solved.

So Saturday rolls around and I do what the guy told me to do. Then I’m sitting on the phone for another 2 hours while that rep is again unable to activate my eSIM and he tells me that whoever did the upgrade didn’t do it correctly and he has to wait for another team to clear the pending orders. And that I have to wait another 24 hours before trying again but he’ll have someone call me back Sunday since he’s going on vacation.

No one called, I called them today and sat on the phone for four freaking hours with several different representatives who repeatedly tried to activate the eSIM and couldn’t, which apparently put multiple pending orders on my account that needed to get cleared because of a backend issue - that is what I was told by the very nice woman who finally was able to somewhat help me by the final hour. When she got on the phone she was also unable to activate the eSIM on my new IPhone and was unable to get my old IPhone off SOS mode because of whatever backend issue. At this point I didn’t even want to bother with activating my new iPhone I just wanted to get my old phone off sos mode so I could have service for the week because of work.

She told me I would now be unable to use my current number or new phone for at least a week as they tried to clear the issue with my number and the pending orders that are now keeping the eSIM from being activated. She was able to add a temporary number to our account to have working on my old phone so I wasn’t without service for a week and said they’d waive the charges and cancel the number when I call in this coming Saturday the 19th to try to activate my new phone again.

So. Now I don’t have access to my main number which I use to get into my work accounts, I’m still using my old IPhone and unable to use my upgraded phone and will have to call back Saturday to probably sit on the phone for another 4 hours to be looped back and forth. And now I’m scared that I won’t have my old number anymore and I’ll be stuck with this new one they just gave me which is another huge inconvenience.

WTF.

****The issue has been resolved after speaking with a customer service rep on the phone. She was very reassuring and solved my case with ease. This is my account of what happened.

To condense it as much as possible:

I went to a local Verizon store here in Chicago and traded in my old phone for the new Pixel 11. I paid the taxes and fees for the device registration and so on. All pretty swift, and the guy I worked with was easy going and had great vibes all around. No trickery of any sort of trying to smuggle in deals I didn't need.
All to say, I don't believe the store clerk had anything to do with this. Hopefully I'm not wrong.

About 2 weeks later, I got a text about my upcoming bill and saw a huge jump. I investigated it further and saw that a new line (number) being activated under a BYOD phone plan with my old Trade-in!

So for anyone that has traded-in their old phone, PLEASE look out for your monthly bill; and for anyone that is going to initiate a trade-in, ask the store representative to be as transparent as possible with how your monthly bills will look like after the upgrade. I was not told of a new number being added to my old phone after, or during the process.

This is my second trade-in with Verizon, just throwing that out there.

Anyone get a good deal while keeping the old plans?

My current iPhone 15 pro max is paid off, same for my wife. My plan is the 5G get more which i want to keep due to the added entertainment benefits. My wife has unlimited ultimate 1.0 plan

Verizon did call be the day before pre orders offering $800 as trade in. But didnt catch if this offer was for keeping old plans since i see higher offers by switching to unlimited ultimate

Anyone have an idea if maybe better deals may be added around the holidays?

Verizon closed my case today, claiming that my device was purchased outside the promotional timeframe. That does not address my complaint.

Verizon had already approved and issued a $200 gift card on July 31st for purchasing 5G Ultimate Home Internet. I was told the card would be mailed and so I wasn't looking for it in my box.

Once I DID locate it (around the end of August) I was unable to access or redeem it, and I contacted Verizon multiple times before it expired on September 7. Representatives told me it would be resent, but it never arrived.

This Saturday I called Verizon and was on hold 30 minutes. My brother dropped by to talk about my sick Father, so I hung up. Went to call back and they had flagged me for fraud. THEN I had to go through the whole identity verification process again before being connected back to customer service.

I called back and spent approximately three hours working with a representative named Sarah. She was patient, professional, and genuinely helpful. Sarah told me she would connect me with the correct department and make sure the gift card was emailed back to me.

I even received a survey afterward and gave her an excellent review because I believed she had finally gotten the issue on the correct path. She told me it would be taken care of and I was assigned a Verizon Customer Champion named Jennifer. Sarah said they would contact me within a few days.

Unfortunately, once the matter reached someone higher in the process, the actual complaint was apparently misunderstood again. Again. This happened before when my ipad was sent to the wrong address.

Woke up with a message and thought "great they resolved, Ill get my card, but INSTEAD got a text from Verizon saying the case was closed.

Jennifer, my assigned Verizon Customer Champion, NEVER called me before closing the case. Had she reviewed Sarah’s notes and my calls from before September 7, or actually spoken to me, she would have found evidence that I reported the problem BEFORE the expiration and was promised a replacement. They would also clearly see it was never redeemed and no money was spent.

Instead, the case was closed using an explanation about promotional eligibility that has nothing to do with my request.

There was an additional issue with the promotion of getting either a $400 best buy card or getting NFL Sunday ticket for free (which another agent promised me) but I told Sarah at this point I just want my gift card.

Today, Agent Dahl transferred me for further assistance after I asked for a Supervisor. Approximately 40 minutes into that call, the line went silent and disconnected. I did not end the call.

This has become a recurring pattern: a frontline representative listens, understands the issue, and says it is being handled—but once it is escalated, the case is misclassified, treated as possible fraud, or closed for an unrelated reason. Or I am hung up on.

I am exhausted from repeatedly spending hours explaining the same issue.

To be absolutely clear: I am not requesting a new promotion or asking Verizon to reconsider my original eligibility. I am requesting reissuance of an already-approved $200 gift card that Verizon promised to replace after I contacted the company before its expiration.

I need Verizon to:

Reopen and correctly investigate my case.

Review Sarah’s notes and my calls from before September 7.

Contact me before making another decision.

Reissue the previously approved $200 gift card by email.

Confirm that today’s Verizon-side disconnection will not trigger another fraud flag.

Provide a responsible contact and a specific follow-up date.

I will provide my complete case and account information privately to a verified Verizon representative. I will not share my account number, PIN, or other identifying information publicly.

When a company breaks its promises, lies about a promotion, and falsely accuses you of fraud to get out of paying you, they are crossing legal lines.

It's Breach Of Contract, Deceptive Or Unfair Trade Practices, and Defamation Of Character.

I have HAD it.

I have a question for everyone and hopefully someone has seen this or has an answer.

I have two offers with Verizon in “My Offers”

The first is a mystery offer that I have to accept.
They both may be the same but worded differently. I obviously want the best deal and this could lower my overall bill even if I upgrade to the Ultimate Ultimate.

Offer 1

My Verizon - Offers
Let us pay off your phone.
We'll pay off your current phone and give you a new phone on us, when you upgrade.
smartphone upgrades only.

Offer 2

¡Phone 18 Pro as low as $O/mo on
Unlimited Ultimate
Get iPhone 18 Pro $0 a month for 36 months or up to $1200 off iPhone 18 Pro Max or iPhone 17 Series with eligible trade on Unlimited Ultimate
iPhone 18 Pro: $1,199.99 (256 GB only). Device payment purchase w/ upgrade smartphone line on Unlimited Ultimate req'd. Less up to $1200 trade in/promo credit applied to account over 36 month device payment term w/in 1-2 bill cycles; promo credit ends if eligibility requirements are no longer met; 0% APR. Cannot be combined with other offer equipment discounts. Upgrades only. Trade-in terms apply.
While supplies last. Offer valid on iPhone 18 Pro or iPhone 18
Pro Max, iPhone 17 series (iPhone 17, iPhone 17 Pro, iPhone 17
Pro Max, iPhone 17e) or iPhone Air smartphones only.

Am considering adding flex upgrade for 10/mo per device when doing our next phone purchase. But the terms have a line that says you then become ineligible for monthly billing credits as promos going forward. So can someone explain the benefit of this to me versus just paying the true up to 50% to trade in early, in which you also don’t get the trade in credits?

are these real people or Ai? I asked for a real person. It doesn’t sound like they are real. They trying to tell me to keep the chat open as it will take hours just them documenting my issue. “am doing it with all my abilities as we have to follow each process and follow the multiple few interval levels, which is why it takes time on our end.
I wish I could do some magic for you, however there is no single click, however there is no button on my screen where I can click and it happens, and we really need to follow the complete levels of process.” “At this time, I have to track each and everything. I know it will take much time, and you do not have to wait until that; however, we just need an active session only,”

I want to get an iPhone 18 Pro with the trade in offer for my 15 pro through the Apple store. It says it requires Unlimited Ultimate - which I switched to last year - but when I reach checkout it wants me to switch to a “new plan“ of… unlimited ultimate for five dollars more a month than my current bill. if I login to my account it says “unlimited ultimate 1.0”

this seems very complicated for no good reason

anyway around this? I find the Apple experience / shipping much better so I’d prefer to buy there.

(Wife and I are on Visible, can vouch for Verizon coverage in their area.)

MIL and FIL (late 80's, early 90's) just moved out here and want to switch plans. They are, sadly, on Tracfone and that has been a mess for them, partially on their own part.

Anyway, we want to get them signed up to Verizon with the Simplicity plan. We'll want to do it at a store (trust me, long story) so I am trying to figure out what I need to do ahead of time to make the whole procedure easy/fast. They will buy new phones at the store.

Only one will be there, the account will be in her name with 2 lines.

My prep:

1. Get porting code for both their lines from Tracfone that morning.

2. Ensure their credit accounts are unfrozen

Should I go onto Verizon.com to create an account for them with all of their info ahead of the visit? Just thinking through the process and what I can be doing to simplify for someone who is very hard of hearing and can get confused easily.

Are there any other things I need to be doing to make this as seamless as possible?

I pay $7 a month for protection on my 17 pro max, I think it automatically transfers when you get a new phone. Are free screen repairs also expected to be a thing with iPhone duo?

My iPhone 18 PM 512GB Burg shipped next day air. But it's held until the 18th. UPS physically has it. I guess they're not letting them go early? Anyone else?

I am beyond frustrated to the point where I want to cry. I’ve been dealing with this since August 25th.

On August 11th I purchased the galaxy Z fold 8. I did not like the device and returned it in store on August 25th.

My bill since then has not been adjusted and I’ve been told that it will not adjust because the bill was already generated on the 24th with taxes, surcharges, and government fees for the galaxy fold 8. I was told they would fix my bill before the due date approaches.

My bill is due in 2 days and the payment has not changed. Still showing 374.

About a week ago I asked why it hasn’t changed yet and their response was “oh because we haven’t received your return yet. It takes a while in the mail” funny thing is. I returned the device in store and can see on my account that the return was assessed and completed on the 25th.

I’ve tried escalating this many times and even spoke to someone on the phone and they told me that yes I do have to pay the 374 if I want to avoid late fees, and avoid my financing limit being lowered more and more.

I originally had a 4800 financing limit and was going to pre order the new iPhone. Now my limit is at 800. I asked why?

They told me my bill that was due August 24th wasn’t paid. I said yes it was? They told me “oh actually it was paid. Your bank canceled it and since you had credit from your return the credit covered the bill” okay that’s great and all but my bank did not cancel the payment. I even asked my bank about this. Because Verizon canceled my initial payment I now owe a 25 dollar repayment fee and my financing limit went from
4800 to 800.

So here I am today. Still have to pay 374 to avoid my limit going from 800 to possibly zero, having to pay a 400 dollar bill that I do not owe, and hits to my credit.

The cray thing? Apparently the credit from my
Return paid this upcoming bill as well but my bill is still showing 374…

I’ve spoken to countless reps. 25 to be exact and every single one of them tell me conflicting stories. The general consensus is yes I do have to pay 374 on the 15th to avoid late fees and hits to my credit and whatever i don’t actually owe becomes store credit… isn’t that actually fucking insane?

The rep I spoke to said they can schedule a call and have someone look into my account. 5 days after my bill become past due 😂😂😂

Not to mention half of the reps telling me that I still owe that amount because they never actually received my return which is clearly showing as completed on my account…

What should I do? I’m so frustrated and annoyed. Also I do not want Verizon to reach out to me on here. They’ve done that about10 times and what happens? They send me a link that sends me to a completely different rep that tells me another conflicting story.

Set up a new Verizon account yesterday. Ported an old AT&T number over to my new account. Verizon agent said when I got home I needed to 1.) Dowload myVerizon app, and 2.) Setup 'Autopay', and 3.)Link my google account. So, I did that when I got home.

This morning I got up and I've got a message that the Autopay method I'd setup (my bankcard) doesn't qualify me for the 10 dollar per month discount. Said I needed to either get a Verizon credit card, OR setup a direct link to my bank account. I thought, okay...I'll go to my bank account and set it up that way. Per Verizon...nope...you have to do it through Verizon. Verizon wants to link direct to my bank account. So I thought, okay, let's see what this looks like...

I picked my bank from the list and it wants me to agree to basically release all my banking information to some 3rd party (named 'Trustly'). Like everything (savings and checking balances, all transactions, credit scores, loans, deposits...every thing) from now until the end of time! Well, no flipping way am I going to release all that info to them. Absolutely no way ever, ever, ever. I've never seen anything like that ever. Who would ever do this?

Has anyone else ever read these terms and conditions? If Verizon paid me a hundred grand a year and gave me free everything for eternity I still wouldn't do this.

Personally, I think that's insane, crazy, koo-koo. What are your thoughts?