Verizon Customer Says “Shady” Representatives Removed Cellphone Insurance Without Informing Him After Attempting To Make A Missing Phone Claim

A loyal Verizon subscriber would continue sticking with the service even after numerous attempts to sway him over to T-Mobile, but he believed that the reception quality kept him from changing sides. However, he might not have the same opinion about the U.S. carrier as he claims that not only were the representatives misinformed and incompetent, but they also employed shady tactics by removing cellphone insurance. He only found this out when he tried to claim his wife’s missing device.

Customer is still making payments for a missing phone, but takes responsibility for not going through previous Verizon bills to catch the illicit tactics

During the first part of the incident, Redditor “capta1nhtown” writes that despite Verizon sending him a text message informing him of a promotion that he liked for himself and his wife, when he called the helpline, the representatives were entirely clueless about this deal. Also, he informed others that going inside a corporate-owned store is a waste of time, as the staff there is highly incompetent and least bothered as to what promotions you’re after.

“Verizon literally sent me a text message with a specific promotional offer. Yet, when I called, the reps couldn't find it in their system and said it couldn't be honored. Why does a customer have to make multiple calls and constantly demand to speak with managers just to get an offer Verizon sent them? To make matters worse, going into a corporate-owned store was a complete waste of time—just another masterclass in incompetence.”

Attempting to control their monthly expenditures, the Redditor and his wife were crystal clear that they weren’t interested in any new plans and wanted to stick to their existing one, irrespective of how old it was, since that was one of the offer’s conditions. Afterwards, a Verizon manager accommodated them, giving them account credits while also throwing in some monthly line discounts, which lowered the bill, but nothing would prepare them for the surprise that came later below.

“Without telling us, the reps completely removed the cellphone insurance from our lines. We had no idea until my wife's phone recently went missing. When we tried to file a claim to replace it, we discovered there was no insurance on any of our lines. Now we are completely out of luck—we have no phone, but we're still stuck making the monthly device payments until it's paid off.”

What capta1nhtown admits was his fault was failing to notice what had happened by not meticulously going over the bill. Due to these tactics, the Verizon customer says that he’ll be switching carriers, but his story is being treated with a pinch of salt by others. For instance, “Mymomdidwhat” believes the offer was either an online-only deal or had expired when he tried to claim it, while others had commented that Verizon representatives would have no incentive to remove cellphone insurance.

One possibility is that, since the customer was adamant about keeping his current plan, Verizon thought that removing the insurance would lower the overall bill and retain the customer. While the barrage of criticisms doesn’t appear to end, “neverenou” says Verizon removed his Total Mobile Protection from his account, which had been in place for decades, and he had to escalate the matter to the executive support team, which later admitted it was mistakenly removed.

A similar mistake caused a different customer to miss out on a rare deal in which he could have purchased Samsung’s latest and greatest Galaxy S26 Ultra at a whopping $600 off. In short, such mistakes are common, but finding a resolution should be just as easy as making the error in the first place.

News Source: Reddit

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