Verizon — Local services in Hesperia

I had a prepared phone for over two years From this store.. I never had any issues but my screen on my phone shattered.. so on February 17th I went to the store to buy a new phone and the guy that I talk to said if I bought a new phone on prepaid i wouldn’t be able to keep my phone number and if I wanted to keep it I’d have to sign up for a plan and that the only options had was those 2 options (prepaid-new number or plan-same number) so even though I didn’t want to I ended up with a plan... on prepaid I paid $50 a month and got 7gb of data... now my bill is always different and I get 5gb of data.... when he was signing me up for the plan he told me I’d be getting less data and that I would be paying MORE but he assured me that AFTER taxes I’d be paying at MOST $54 a month, I asked him serval times through out the conversation to make sure that’s what the price would be and he assured me every time..... I agreed even though I wasn’t happy about the whole deal (not to mention the only phone included is a crappy one it was also supposed to be FREE but it’s not, I pay $7 a month for it.)

When I got home that night and got everything set up the bill was $69.63.... i called and talked to the person who set up my plan and he ASSURED me that when the bill actually came time to be withdrawn from my account it would only be the $54 and if it took out more that they would reimburse me... I set up a scheduled payment for $55 and it took that money out and said I still owed the raimaning balance so I went into the store and talked to a manager and he was upset that the guy lied (he probably lied because he needed more sales) he took off the remaining balance and said that the next bill should be correct and if it wasn’t to go in and he’d fix it again. The next bill was $45.67 so I never went back to the store. Now my bill is $57.64 (up $11.97 from last month)

So today I called and talked to a different manager. I told him how I ended up in this situation (the guy lying to me and basically scamming me into a plan) and that I never had an issue with my prepaid but now my bills are always different he’s like “ok no we get it he scammed you and lied to you you don’t have to keep saying it.” He also said “I know for a fact that he didn’t say what the price would be after taxes because we train them not to say that” this pissed me off because I KNOW For a FACT That he did tell me that along with the people who went with me to the store. So I asked him how he knew that for a fact since he wasn’t there and I was. He then said there was nothing he could do.

I understand that this bill is only $4 more than what was promised but it’s still an issue for me because I was LIED to.... the bill should have been what was promised and it should be consistent not all over the place. The manager I talked to was very rude and unprofessional especially when he called me a lier. I will be calling corporate and switching my cell services ASAP.

Also something else that annoys me... I pay my bill on the 7th but my data doesn’t reset until the 17th... with prepaid I paid on the 7th and data was...

So yesterday in the afternoon 3-13-2024 I went to this store to get accessories and have my phone setup. I received my iPhone 15 Pro Max from Verizon's website not a 3rd party. This is important moving forward. Since my last time being at Verizon, they now have a $30 setup and go fee. I don't mind that because it does take time. It's new but probably necessary to have this charge. I called my son to check and his concern was this was a third party store. I confirmed this is a Verizon corporate store so I was in the right place. The person helping me wanted nothing to do with me. This is his explanation. If he can get a new line he would be glad to help or an upgrade but because I bought the phone online through Verizon he doesn't get credit towards his quota. His comment was that I needed to go to the Apple Store if I had questions on the phone. I'm 75, it is very hard to get places and I was told by Verizon that they could assist me at the store. I did NOT buy the phone at a third-party retailer and have been with Verizon for over 15 years. I bought accessories hoping this would ease the tension. It did not. I asked for a wireless chargesr a case and screen protector. At this point I asked his name and he said Sam. My son called me and I told him what was happening, and my son asked to speak to the manager. Sam said the manager was busy. That never happened but my son who is the principle on the account called VZW customer service and reported the issue. Sam put all of my accessories in a bag and handed it to me and incredulously asked if there was anything else. First, he sold me a wall charger and I was too afraid to ask for the wireless charger I originally asked for. Secondarily, I hope this is not Verizon. So, to sum up my visit, if you have questions about your phone or just need a little help this is not the place for you. Unless you can benefit the salesman to help with their quota you are human trash. They won't help even after you pay the $30 fee to "Setup" your phone. They want new lines and upgrades. If they help people with questions, they could have been helping with people that want a new line or upgrade, so they want anyone with questions out of the store. Thats the sad state of how I was treated but I felt the need to pass this on. When a customer becomes a number do they stay loyal...

This place really dropped the ball. I had to wait almost an hour because they accidentally deleted me from the waitlist and I’m a nursing mom, so that’s not easy. But worse, they don’t seem interested in helping their customers, but they act like they are until they make the sale. I was told I would be assisted through the process of transferring to a new phone because it was a little complex with an android to iPhone switch and my first time getting an Apple Watch. They helped until I paid for my merchandise, and then I was on my own. The transfer they did at the store at the time of sale didn’t transfer my pictures correctly and it’s about a decade worth of pictures of my daughter and everything. They said they can try the transfer again for a fee, but they didn’t think it would work and they were unwilling to offer any helpful advice or resources (I had to ask for the tech number and I know there’s at least a few methods suggested online, but I don’t have enough storage on my computer to try them). They are just standing around not working on anything, but they couldn’t assist me with my phone after guaranteeing they would. Really unfortunate they are lying for sales 😔

Edit to add: tried to go in person to the store to try and see if they could help me, but they didn’t care at all. I waited almost an hour again to get help, when the manager asked if I’d been helped. I explained my problem and tried to share how to avoid it for future customers and he just cut me off and said I can wait in the queue if I want help because he’s the manager and needs to do other things 😢 I patiently waited again and they weren’t able to help me with anything, not even a box for the trade in that they didn’t give me the first time. I honestly started to cry. People’s entire lives are on their phone, my daughter’s entire life is on that phone, and I didn’t come in angry or difficult, I JUST CAME TO GET HELP, and I guess that’s not what they are there for 😔

⛔️⛔️⛔️ UPDATE: just found out I had COVID when I visited the store for help and when I mailed my phones for trade in, so you might want to give the employees a heads up who processed...