Uh-oh - changed phone number, upgrade disappeared

[lamoglinsgal]

I had to change my phone number for personal reasons and did so online this evening. My line, the primary, was showing eligible for an upgrade (the annual upgrade) before the number change. I was surprised by this because of the whole Verizon getting rid of annual upgrades thing. But at any rate, it was there. Good timing since I'll be upgrading to the Thunderbolt. However, after changing my number, it's gone. Upgrade at full price is what's showing. I chatted with customer service, and they say it should come back, but I take what they say with a grain of salt.

Has anyone had this happen? Do you think it'll be a headache for me to get my upgrade back being that' it's an annual?

__________

I called CS and was told first that now I can't upgrade until September for my two-year, and the best they can do is move it up a month. After arguing what complete and total BS that is, I was told that my upgrade should show back up in 90 days. WTF is that? So now I'm on the third route of emailing customer service to try and get a better response. I mean, how can they give it to me and then take it away?

And side grumble, if the TB had actually come out today, I would've ordered first thing this morning and not been in this mess at all! LOL!

 

[Mitchell4500]

I fond with Verizon you just keep calling till you get what you want. All the reps are different.

 

[lamoglinsgal]

I fond with Verizon you just keep calling till you get what you want. All the reps are different.

Thanks. I'm hoping I hear good news from the email CS. I just called and spoke with yet another CS rep, and although she had a clue, she gave me really bad news and honestly, I don't see how they can do it. She told me that yes, I was in fact eligible for an upgrade on my original number and grandfathered over with the annual, but since I switched numbers, they're not considering it eligible and there's nothing they can do. This is still the primary line. It's not a new contract. I'm not giving up without a fight, especially since I've been in contract for years. I'm not a new customer, you know.

 

[BetaMan]

I found out the same thing (about calling again and talking to a different rep.) If you don't like what 1 says, try again and get someone different. Eventually, someone will give a crap and help you out!

 

[lamoglinsgal]

I'm going to try and hold out until I get an email response before I call again, but I definitely will if I have to. The whole situation just seems wrong on so many levels. I would have been completely satisfied with them saying that they would give me the upgrade back, but from here on out, no more annuals. Chalk it up to lesson learned, even though it was lack of information given on their part. But to have them say I'm out of luck because of their error, no deal. If it would've said during the number change process that my upgrade dates could be affected, I would've dealt with the crappy telemarketing and wrong number calls I was getting for a few more weeks.

 

[stew560]

So you are on a 2-year contract, but under the previous rules, you were eligible for the upgrade after 12-months, correct?

When you changed your number, you probably inadvertently agreed to the new terms of "no more 12-month upgrades" on 2-year contracts.

I'm with everyone else, keep calling! Or go to a Corporate Store in person. When I did buy/return one time at BestBuy I lost my NewEvery2 and I lost my $5 texting plan that I was grandfathered into. It took numerous calls to get it all worked out again.

 

[lamoglinsgal]

So you are on a 2-year contract, but under the previous rules, you were eligible for the upgrade after 12-months, correct?

When you changed your number, you probably inadvertently agreed to the new terms of "no more 12-month upgrades" on 2-year contracts.

I'm with everyone else, keep calling! Or go to a Corporate Store in person. When I did buy/return one time at BestBuy I lost my NewEvery2 and I lost my $5 texting plan that I was grandfathered into. It took numerous calls to get it all worked out again.

That's exactly it. And I could maybe see how they could get away with it if they had let me know that was going to happen and I just didn't read it. You know, as far as the annual upgrade going away, the only way I even knew about that was from here on the forum. I stumbled across it one day. No change was made on my account, so I didn't get the memo.

I'll update as soon as I hear something back from them. Thanks, all!

 

[lamoglinsgal]

Update!

I decided to go ahead and call again. Impatience? Maybe. But dang, I don't think anybody likes to feel like they're getting screwed out of something. This last lady completely understood what I was saying and resolved my issue. They will be calling me the day the TB is released (her supervisor said the 24th, for what it's worth) to place my order at the discounted price. Now, I'm guessing my annual upgrades are over from here on out, but whateva! TB, here I come!

 

[lamoglinsgal]

Oh, and they just did me one better. The rep was going to call me the day TB releases to process my order over the phone. Online CS just emailed me and said they updated my online account to reflect the upgrade so that I can do it myself. Great news, since I'll be up at the butt crack of dawn on the 24th, just in case, to get my order in. Now, please, please don't make us go through backorder hell like we did with the Inc!

 

[stew560]

Great News! Glad to hear it worked out!

 

[gallandof]

So you are on a 2-year contract, but under the previous rules, you were eligible for the upgrade after 12-months, correct?

When you changed your number, you probably inadvertently agreed to the new terms of "no more 12-month upgrades" on 2-year contracts.

I'm with everyone else, keep calling! Or go to a Corporate Store in person. When I did buy/return one time at BestBuy I lost my NewEvery2 and I lost my $5 texting plan that I was grandfathered into. It took numerous calls to get it all worked out again.

grandfathered in to a 5$ texting plan? not sure what your talking about since we (verizon) still offer a 5$ 250 message texting plan, is that the one you had or a different one? there should be no gradfathering in to that plan as its readily available.

 

[jennay22]

If my memory serves me right, I do remember VZW having a $5 unlimited plan way back when. My husband and I were getting new flip phones about 5-6 yrs ago and remember the agent asking us if we wanted the text package (unlimited) for $5. Back then we never used the text feature and thought that was too much and rather just pay per text. Yeah, we could kick ourselves for that one. My brother and sister-in-law though did get it on it and they are grandfathered in with the $5 unlimited text package to this day.