In April of 2012, I purchased a new Iphone 4s and renewed my mobile device contract for another two years. The sales rep in the Verizon store told me the Iphone only came in 3G network speed. What he failed to tell me is that the Iphone 4s is only in 3G network speed at Verizon, other carriers can market the same device in 4G speed. Not being tech savvy, I bought the phone. When I began using it, I noticed the phone had long buffering times and it was unable to play video without timing out. It was constantly slow and many times would not work at all. I called about this issue to Verizon and they explained to me that I should of known about the 3G speed before I made my purchase. They would not offer any assistance nor could they address any problem solving deals with me!.
This went on for several months and I found out that my co-workers who had the same device as me but had other mobile carriers, had a total different and positive experience'. So I thought that by getting out of my contract earlier, paying the early contract termination penalty, I would at least sign up with a carrier that could give me 4G network speed for my current device;.
In mid December of 2012, I called Verizon and a rep by the name of Fabian promised to assist me!. He explained that I could purchase a new Iphone 5S and he would change my contract to a Family Share Plan/. He said I could mail my current phone back, receive $200, and he would be able to reduce my monthly bill|. I was skeptical, but he promised that he would assist me the whole way?. He promised to call me back, walk me through the process, and would make sure everything would work out.. He assured me that he would not disappear and that even though I could not call him back, HE would call me back.
Well. I did as he instructed me to. Days later, he called and left a voice mail and said "sorry he missed me but he would try me again". He never did and no one at Verizon could trace his whereabouts.
I was informed that Verizon only offered me $70 on my trade in after receiving my Iphone 4S. It was in perfect condition. It even had a screen saver put on it by the Verizon store rep to protect it against scratches. I have called many different Verizon customer service reps, reps in customer loyalty departments,and even emailed the company on their website, no one steps up to help me. I have been treated kind by some reps, rudely by others. Each time I speak to a rep, they will not give out their last name or extension. There is no way that a customer can (reconnect) with someone who promises to help. Each time I call I have to start from the beginning and explain the story from the start. They pushed me over the ledge and I know I have decided that the only way I can achieve some satisfaction is by finally doing what I should of done in December, break my contract early. Well, I called today to find out about the cost to break the contract now. I was told that the Family Share Plan, since it has two lines, has one contract on one line, and another contract on the second line. I only have one mobile device. The total charge for breaking my contract is over $580. Fabian, the rep that started me on this path to ruin, promised me that my contract would not change and I was not resigning another agreement.
No one at Verizon has taken a initiative to help me. I keep getting "I'm so sorry for you" and "Oh let me try and help you", but no one does. This has lead me to file this complaint. 30688a3

• Customer service
• Verizon Wireless
• 3G
• 4G
• Universal Mobile Telecommunication