Verizon Wireless - FreeUP
Verizon FreeUp Misrepresentation, stalling, still no return box, no refund, etc

3 weeks ago I ordered a $99 FreeUp phone from the Verizon Wireless online store. I had to imput my zip code to see if it was available in my area and according to their website it was. The ad stated the phone would come with either a $30 mail-in rebate or a $50 free-up card.

The phone arrived and the 1st thing I noticed was the rebate form ($29.99) had expired so I called Verizon. I was told the rebate had been extended. When I asked them why the form stated I would need a 1 or 2 year contract (which you don't get with Free-up) I was asked for the UPC numbers off the phone box. The numbers do not qualify for the rebate! So I asked about the $50 Free-up card — they knew nothing about that. I later found out that the $30 rebate is a $50 freeup card (I still can't figure that one out). There was no $50 Freeup included in the box.

I decided to forget about the rebate and get the phone turned on. Fisrt thing I noticed was it said "DIGITAL ROAMING". I called Verizon again and asked if it was normal for a phone to say Roaming BEFORE it's activated. I was told, "yes". I didn't want to activate the card if I was not in the service area (According to their terms i would not be able to get a refund on the phone if I did). So I tried calling *611 to get it activated. 3 times I was disconnected. Once again I called Verizon to see what the problem could be. The CS Rep had me scratch off the Start-Up card and tell him the number. He could not get the phone to activate. He had me take the battery off the phone and read him off some numbers, he then had me go into set up, do a few things and finally had me dial a number which gave me a message about being on the ALLTEL network. The Rep. Put me on hold and made a call. He came back on the line and told me The service is NOT available for my area. He told me I should not have been able to order and that I had been "misled" in ordering. WONDERFUL!

Now, over the next 2 hours I had to try and be patient while trying to find out how to do a return. I was told they would "rush" out a return box to me. That was 2 weeks ago. They told me it could take 6 weeks for a refund once the phone was returned. UNACCEPTABLE! I finally found a CS Rep who said they would track the shipment and refund once it arrived back to them. So last Monday I called again and they once again told me a box was being sent. Still not here, they still have my money and I'm tired of waiting on them to send a box.

I'm getting so fed up. I bet I have talked to 15 - 20 reps, spent more than 2 hours on the phone. I've also emailed the Executive office (2 weeks ago) and they have not returned any of my emails. This has been the worst experience I've ever had with a wireless carrier, or any company for that matter.

As for thier website. If I put my zip code in it still says I can order. Even though I have told many people over there that the service is NOT available here. Their site still says $30 mail in rebate or optional $50 Free-Up card. Seems to me this whole transaction has been nothing but false advertising.

I'm giving them until Tuesday and I'm returning the phone FEDEX at my expence and, calling my lawyer.

Company: Verizon Wireless - FreeUP
Country: USA
State: Nationwide
Site: www.verizonwireless.com

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