ComplaintsforVerizon Authorized Retailer - Cellular Sales

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had 2 cell phones (Apple IPHONE 11) through Verizon, under contract as Buy 1, Get 1 Free. I went to the local office, in Ahoskie NC, to purchase an Apple Watch. While I was there, the clerk asked me if I wanted to pre order the new Apple IPHONE 13. I told her not really. She convinced me to order the phones, said they usually have a great deal on pre orders so I agreed to pre order the phones. called me on September 30, 2021 and told me one of the new phones were in, mine. I went to the office and she explained they had a promotion that I would receive a 1000$ credit per phone when I traded them out for the new phones she had pre-ordered (both phones had now come in). I did not have my husbands phone with me, so I traded mine out and planned to do his the next day, October 1, 2021. When I traded my phone out, I paid 316, the balance that said I owed on both phones, since they were purchased buy 1 get 1 free. The next day, I returned to the store with my husbands phone and traded his in for his new phone. I was not asked to pay any money, in fact told me several times there was no balance left on his phone and even showed me this on her IPAD. On 11/1/2021, I received notification from Verizon that I needed to pay 577 to prevent my service from being suspended.I questioned this, my bill is on autopay.PC to Verizon Customer Service but unable to reach anyone.The next day, I called them again and reviewed my bill. Per the rep, I owed 316 now for my husbands phone. She advised that I should go to the store where I purchased and I did this. was working and unable to pull up my bill but again stated multiple times it is not possible for me to owe on his phone. I was advised to come back today, which I did.again told me it is not possible to owe on his phone until she pulled up my bill and which time she told me to "look on the bright side, you got a good deal on your new phones" and denied telling me that his phone was paid up.

  

  Business response

  11/30/2021

  Business Response /* (1000, 10, 2021/11/05) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased 2 Iphone 12's at a buy one, get one sale and also an Ipad for a discounted price onBlack Friday of 2020. We have since had to pay for the "FREE" phone and was charged $100.00 more for the ipad than what was quoted. We have tried to resolve the issue in store and was continuously told it would be fixed on our bill. We then attempted to contact Verizon and they did nothing. We have been paying $48 a month for a phone that was supposed to be free not to mention being charged for an Ipad that was supposed to be $150.00 and was never fixed either.

  

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/03) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Business Response /* (1000, 8, 2021/11/10) */ Cellular Sales has an update for this customer regarding this issue as the transaction in question was not completed at a Cellular Sales location. However, we have reached our contact limit and will be closing this case. The customer can reopen it any time by calling us at 877-851-0649. Consumer Response /* (3000, 10, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept the response and wish to close the complaint with Cellular Sales but I am not completely satisfied with how they handled the complaint either. Verification with this company is redundant and can not always be done. They said they would contact my husband to speak with him on two occasions but never did. I called them back and responded to emails but never got an email back. When I called I could never get in contact with the person handling my case and did not like the others that attempted to talk to me.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have sent this company a debt validation letter and I have not received no response in reference to this account at all.

  

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/02) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Business Response /* (1000, 8, 2021/11/10) */ Our department has attempted to reach the customer to resolve this concern. However, we were unable to reach them by phone or email. If the customer still needs assistance, they can reach us by calling at 877-851-0649.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  4.75 HOURS TO ACTIVATE 2 LINES AND MOVE 4 LINES FROM SPRINT I cannot recall the last time I had such a horrible customer service experience. My family and I went to the store located at 4828 S Moorland Rd, New Berlin, WI yesterday today at 12:30 to activate our account, activate 2 new phones, and move 4 lines over - the entire experience took almost 5 hours to complete was we were treated with complete disrespect. COMPLETE DISRESPECT !!! We walked in and offered to help, and wit only being with the company 2-3 months, he continually struggled to get the transaction completed. I understand that he is newer, and was as patient as I could be, as he stopped the process numerous times to ask questions on how to proceed with our transaction - after 2.5 hours and no progress made, and after numerous questions - nobody offered to help, assist, or take over the transaction, leaving alone to struggle and us to wait and wait and wait. I was then approached by the most condescending arrogant individual I have encountered in a very long time. demanded the I remain seated, which I cannot do for extended periods of time due to a knee disability, which was explained to him, however he did not care. He demanded that if I had to stand, I had to comply by going outside at - 49 degrees and I did not bring the appropriate attire as thought I could remain inside for the 2 hours I anticipated the transaction would take. in his condescending and arrogant voice stated that it is 'normal' of this type of transaction to a long time and pointed to another family that was conducting a similar transaction - oddly, their transaction started 1.5 hour after ours and only took 1.5 hours to complete. Finally after 4 hours and little progress made, assisted and our transaction started making progress, and we left the store at 5:12 PM

  

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/02) */ Cellular Sales was able to reach out to the customer and provide a viable resolution. Cellular Sales considers this matter closed.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I visited the store to purchase a phone and was advised that they didn't have the phone I wanted. The manager told me she could provide me with a better promotion than one I wanted. Turns out it wasn't a better promotion. Not only did the promotion suggested cost more, but I did a trade in w my current device and am being told there's nothing I can do about it. They have my old phone which I will no longer receive a credit for to put towards the original promotion. I was told I could return the phone, but when I asked if I could get my original phone back I was told no. Also a screen protector was placed on my phone prior to me being advised of the cost and it ended up being $40. I was also not informed of the $35 "set up" fee. Their practices at this location are full of UDAAP violations.

  

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/02) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Business Response /* (1000, 8, 2021/11/06) */ Cellular Sales was able to reach out to the customer and provide a final resolution. Cellular Sales considers this matter closed. Consumer Response /* (3000, 10, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because I am not satisfied with the final outcome of this situation. I mentioned that my mother placed an online pickup order for an iPhone 12 at a Verizon location in Dundalk. I was not able to pickup the phone due to it "belonging to someone else" according to the Verizon Representative at that location. My mother checked beforehand and was told that I would not have an issue picking up the phone, but that was not the case, I spent over $50 on transportation just to leave Verizon empty handed. After this, my mother called another Verizon customer service agent and was promised that money spent on the online order would be refunded, this has not happened. The Verizon representative also promised after I turned the IPhone 13 in and got an IPhone 12 I would receive a $550 credit. Another Verizon representative then said that this promise could not be upheld. In order for this situation to be resolved, I would need the money for the IPhone 12 to be refunded. Business Response /* (4000, 12, 2021/11/10) */ Cellular Sales has advised the customer of her current/available options and considers this matter closed

• Initial Complaint

  10/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Less than a week ago I purchased an pay as you go phone from Verizon at their store It was an Orbic Wonder and the cost of the phone was $100.00 along with the monthly charge of $40.00. I only wanted the phone to make calls in an emergency. The salesperson never let me try out the phone. When was at home and tried to use the phone---it was awful--no instruction--screen kept freezing---many problems (I have read reviews on the Internet where people had many of the same issues I had). The receipt I received said I had 30 days to return the phone. When I took it back this Monday, they said I could not return a prepaid phone. I am a senior citizen on a limited income and cannot afford to lose $100.00 for a phone I cannot use. Please assist me with this. Verizon I a large company, surely they can refund $100 dollars.

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/28) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (3000, 7, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I heard from customer service rep. from Cellular sales on10/28. She said it will take 7-10 business days for her to hear back from management about this. She gave me case #412708. I am still waiting to hear back. The Better Business Bureau has been excellent with this follow-up. I will let you know what happens. Business Response /* (4000, 10, 2021/11/03) */ Cellular Sales is still actively working the concern to navigate a resolution. Consumer Response /* (2000, 16, 2021/11/23) */ Verizon has refunded me for the cost of the cell phone and Cellular Sales is issuing me a refund for the first month of service, after I agreed to pay the set-up fee. I wish you the best.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 11th 2021 I went to the Verizon store at I have had multiple problems since I upgraded one of my phone's to an iPhone 12. During the appointment somehow converted my one of personal phone number into to a business account, removed access to my personal account, forced the removal of the Verizon family app from my phone as well as my child's phone and removed all access to all 3 of my devices. also switched the SIM cards in my phone and my child's phone stating that he needed to do that for a phone upgrade to process. Now, my personal phone, which is over 2 years old and fully paid off says that it is ineligible for an upgrade because it is a "new" phone. I suspect this is due to switching the SIM cards from my child's phone which we traded in for an upgrade. Currently I have spent many, many hours on the phone with Verizon business and personal customer service. I have spoken to I would like access to my account to be restored. I would like my existing phone upgraded as it is eligible for an upgrade and I am currently prevented from upgrading due to whatever actions took, including removing and switching phone SIM cards. has repeatedly sent me text messages stating that this issue would be fixed. However it turns out that he never called Verizon personal account customer service at all to fix the problem. I have no access to my account at this time. I have all of text messages which I can send to the business upon request.

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/26) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) There has been no progress whatsoever by Cellular Sales to resolve my problem. I was told the following people would be working on a solution and would call me back: - I have made 3 written requests for his supervisor to call me. he has ignored all three of them. I still have no access to my account, I cannot monitor my devices and no one has returned my calls. Cellular Services has failed at every level. Business Response /* (4000, 9, 2021/11/02) */ Cellular Sales currently has an open case where we are working towards a viable resolution. Once all research is completed the customer's request will be submitted to upper management for review. This process can take time. Our department will follow up with the customer every 7-10 business days to keep them updated on the status of their case. They are welcome to reach out in between updates, although their may be no new information to provide at those times. The case reference number is #412435 and our Customer Service line is # 877-851-0649.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I became a new customer with verizon under my brother account as an additional line in july and was promised $300 gift card as becoming a new customer for rebate and trading in my old phone for Iphone 12 pro max so i was given credit on my phone . i was promised the gift card and told to wait for a confirmation email with the tracking number and told it would take a month or so it's been almost 4 months and i never got it i was lied to the representative that assisted me with that was Chris Tart so i called him because i remember he gave me his card and told him the issue he talk to his supervisor and saw that i never received an email of gift card and they apologized and he admitted he messed up and tried to offer a 300 credit on my Phone towards bill and i told him no i decline i don't want that because i already have phone credit due to trading my old phone in and he said well that's all he can do for him and i said that's not good enough (considering he messed up and i was offered a gift card in the beginning) so he got mad and hung up on me. I told them not to apply the credit and they did anyway a day ago after i declined it i feel depreciated as a customer and ignored due to requests and lied to . At this point i might no longer be a customer until they value me and find a more better resolution

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/25) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  While at the Georgia State Fair in Perry, GA I was sold an upgrade of my iPhone 8+ to an iPhone 13pro on 10/07/21. The representative said he will give me $800 for my phone to upgrade. I go to rallies and fairs quite a bit and I know some vendors give special deals so I thought it was a good deal and took it. When the deal was done I was told to take my old phone (worth $800) and $210 cash to a Verizon store, turn it in and it would be the same was paying cash for the phone and my account or plan would not be affected. I went to Verizon in McDonough Monday the 11th and found the only thing that happened was I upgraded my phone and I will be paying $1010 over 24 months. That's why I checked to be sure it would be the same as cash. Verizon had no record of my old phone or any kind of deal, just the cost of the phone. I called and was told I could get a refund but now it will cost $50 to return it. They said they could wave the return fee so I went to the nearest office for me, which is in Snellville. The folks there tried to help me and talked to the individual at the fair. confirmed my story about $800 and all the events but said the real number should now be $400. He said he would take care of it by talking to management. I decide, after talking with the Snellville store folks, that I would wait instead of returning it because they said management has fixed worse mistakes than that over the years. I waited a few days but heard nothing. I called the Snellville store (his name is Bobby) and he helped me find the phone on my Verizon account record and assisted me in getting it sent to Verizon, which I did. Now further communication with Cellular Sales has just said "sorry, my old phone is worth $400". I probably would not have done this deal if I knew then what I know now and I learned don't believe a person trying to lure you in with false info. Some one at this company owes me $400 cash or Verizon credit not a Cellular Sales credit and my old phone is gone.

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/26) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April of 2021 I went to a Verizon store located in Hamilton OH, with my old phone that had some issues. They told me my old cell phone died right there at their office and I needed to buy a new cell phone. The entire store only had "two new" cell phones they were selling and of course, I bought one of the two cell devices they had. From day one I had many difficulties sending and receiving emails, texts, calls, voice speaker will turn on and off without my help. Every time I made a call people on the other side would not understand me and vise versa. I started calling and even went to the same location to let them know and they would say they will check connection problems etc. but never will follow up with me. They never informed me I could take back my phone after 15 days nor that I had a warranty with my new phone as if it went bad they would give me a used one to replace it even though I am still paying $500.00 dlls. This replace one does not work either. I want my money back.

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/22) */ Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution. Consumer Response /* (3000, 7, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is what verizon has responded: "Cellular Sales has received the concern and will be contacting the customer to assist with navigating a resolution." There was an email sent to me by a Wil, when I responded they sent me to a verizon customer service who said "He could not do anything for me. I am fed up with the customer service, the lies, and the dishonesty verizon treats their customer like. They act as if they are doing me a favor, when in fact we customers are making them who they were, but no more. Someone please keep these companies in check because they abuse the trust customers have on their companies. I had to move to another carrier for my own health, they were making me sick. Business Response /* (4000, 9, 2021/10/29) */ Cellular Sales has reached out to the customer to discuss the concern further with no successful verbal contact. Cellular Sales has attempted to provide the customer with options in contacting Verizon's Technical Support as the concern is regarding "Calling through Facebook and a refurbished device received from Verizon Warranty". Cellular Sales has been unable to reach the customer to provide resolution and is reaching the contact limit to update the customer. The customer may contact us for the update by calling us at 877-851-0649. Business Response /* (4000, 12, 2021/11/01) */ Cellular Sales was unable to make verbal contact with the customer in order to reach a viable resolution. We have reached our contact limit and will be closing this case. The customer can reopen it any time by calling us at 877-851-0649. Consumer Response /* (4200, 14, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been calling them and they continue to hang up on me. I called today 11/1/21 as always he was not able to talk to me. they keep writing they can't make verbal contact with me but they don't mention that I am the one calling them all the time. they hang up on me every call I make to them. Worthless to continue giving them a chance to fix the problem. They just took me for another fool and ran up with my money. They don't even sale that Samsung A51 device on their website anymore because it is garbage. Unfortunately they sold it to me.

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