Signed up with Verizon Feb 2022 as we switched from T-Mobile. We traded in an iPhone 8 and an iPhone 11 for two iPhone 13s. We were to receive trade-in credits for the iPhone 8 and iPhone 11, and our total bill was to be $160/month + taxes per Mobile Generation's promotions available to us at that time. We were also offered an iPad from Mobile Generation, which figures into the billing total along with our two cell phone lines for $160/month plus taxes. The iPhone 11 that we traded in was a lease from T-Mobile and the lease was just ending and $180 was due to T-Mobile to keep the phone at the end of the lease. We paid that $180 to T-Mobile to keep the phone prior to switching to Verizon. The Mobile Generation store also promised a rebate of $180 to us, as they said they would pay off that lease to T-Mobile. We have never received that $180 rebate. My employer, Edward-Elmhurst Health also has a 22% discount with Verizon (attached), which along with our trade-in credits, has never been applied to our monthly bill.
Here are the bills we have paid and what we have received in terms of credit from Verizon/Mobile Generation:
-February 2022: bill was $315.56- included activation fees - we paid on 3/10/22
-March 2022: bill was $230.32, we paid on 4/10/22
-April 2022: bill was $297.47, we paid on 5/10/22
-May 2022: bill was $202.65, we paid on 6/10/22
-June 2022: bill was $214.33, we paid on 7/10/22
-July 2022: bill was $218.15
-August 2022: bill was $218.15
*** July/August we did not pay timely as we were waiting for a $300 credit to our account as promised by Mobile Generation. The final bill for those two months was $441.30 (including late fees). We paid $1 on 8/29/22 when receiving a potential "shut off" notice from Verizon, then paid $217.15 on 9/2/22 to ensure we didn't get service interrupted (that $1 and $217.15 was for the July bill).
September 2022: bill is $185.15- $30 credit given back by Verizon (not Mobile Generation) due to Verizon charging a reconnect fee of $20 for the iPad line and two cell phone lines ($60 total in reconnect fees) after our July/August bill was paid the day they said they'd shut off our service unless payment was made. Otherwise Sept 2022 bill would be $215.15. Sept bill of $185.15 on track to be auto-debited from our checking account on 10/10/22.
We did receive a $300 credit which applied to our account on 8/31, however $60 of that was for the reconnect fees so $240 was applied to our account to pay off August's bill of $223.15 ($5 late fee included).
From Feb-August 2022, our monthly bill averaged $282.77, which is much more than $160+ taxes as promised. Taking the $300 credit into account, our monthly bill has averaged $232.77 from Feb-August 2022. We have never received the trade-in credits on our monthly bill. We have never received an employer discount of 22% on our monthly bill. We have never received the $180 rebate from the iPhone 11 lease paid to T-Mobile. I am asking that we be paid at minimum $409.39, which is for the $180 rebate, and $32.77 x 7 (March-Sept now) = $229.39 if estimating our bill to be $200 a month (a generous assumption given we were promised a final monthly bill of $160+taxes). I'm not even figuring in the employer discount. We would be happy with $409.39 in order for us to end our relationship with Verizon and go back to T-Mobile, where we never had these issues and the customer service was much better and more customer-focused. Lastly, I'd like this formal complaint against Mobile Generation to be provided to Verizon so they know who they are allowing to represent them as "authorized dealers" of Verizon's products and services. read more
