Verizon for the second time in just over a year is responding to issues at its authorized retailers in Madison, according to the Wisconsin State Journal. Customers at the Hilldale Verizon on the city’s west side and the Verizon store at 781 University Ave. reported that store employees had promised them rebates or account credits — which they say they never received — in exchange for phone purchases or phone and phone plan upgrades.
Both stores are owned by independent but Verizon-authorized retailer Mobile Generation, which has 25 locations across Wisconsin, Illinois, and Indiana.
In response to the customer reports, the Wisconsin State Journal’s SOS service contacted Verizon corporate, which arranged resolutions that the customers say included receiving some credits. One customer said she was also let out of a more expensive phone plan she had signed on to; one reported that she was told she did not qualify for what was initially promised at the store.
Verizon corporate spokesperson Andy Choi told SOS he could not discuss details of the customers’ accounts for reasons of privacy.
Michael Stormoen, district manager for Mobile Generation, said, “We are doing what we can, while acquiring assistance from Verizon corporate to ensure all promotional credit available … is received.”
