On the **th of August this year my mother and I went to one of the local Sprint stores (store * ****) to see if we could qualify for the contract buyout program. We talked to a young man named Trystan Lund. He was very polite and what we thought was helpful at the time. I told Trysan that my mom had recently developed dementia and had closed her business, so we were trying to save money by switching from Verizon. **I had a Samsung Tab E with me to trade in if possible. I explained that I owned the tablet, so didn't have a device payment but that it was under a contract for service. Trystan assured me that wouldn't be a problem, he said if I didn't need the device paid off the termination fees would be covered. I told him that if the fees would not be covered, we would not be able to make the change at this time. He again said if I own the device the termination fees would be covered. **After this conversation we went to the counter and Trystan looked up the serial number of the Samsung tablet and said it could not be traded in. At that point I explained that if Sprint couldn't pay off all * of our contracts (* phones and the tablet), we would just have to wait until they were up to switch. He said because there was no device payment that would not be a problem as long as I got a Sprint tablet so I could port that number. **Now a month later, I'm trying to enter the information in with our final Verizon bill but of course the tablet wasn't traded in so I am not able to enter the serial number. I called customer service and explained the situation and was told that he had been correct, with no device payment it wasn't a problem. She put me on hold while she contacted the department that handles the early termination fees. When she came back she then told me that my tablet had been excluded from the promotion. I explained I knew that because Trystan had told me that it couldn't be traded in, but he assured me that because I didn't have a device payment it wasn't a problem. All she could say was she was sorry for the inconvenience. This is far more than an inconvenience, this is a big problem.**It's a very big problem because now I am being told that the tablet's early termination fees will not be paid. I told Trystan that unless all the early termination fees were paid we would not switch. He told me because I owned the device they would be paid. **My mother and I are both on social security. We can not afford to pay the contract with Verizon off. Sprint has both of our old Verizon phones, one of which only had * month left on contract, and my mother's PERFECT credit is about to get dinged because Trystan was either desperate for a sale and lied, or he just doesn't understand the rules of this promotion. Either way, this is not right! I was given incorrect information and made a good faith decision based on that incorrect information. **When I hung up with customer service a little bit ago I told the agent I would be making a complaint with the BBB. I've now calmed down enough to reach out in hopes that something can be done to correct this before I go to the BBB. I would really rather not have to do that, so I am hopeful that there is something that can be done before Verizon sends us to collections. **You should also know that Trystan told us that all we would have to do to have the early termination fees paid was to "just snap a picture of your final bill and send it to us". Well it's a bit more complicated than that. I had to contact customer service twice to get the web address to enter the information, serial numbers and final bill amount, which at this point still hasn't been done because of the above issue. Also, I am still not sure if Sprint pays Verizon or if I pay Verizon and Sprint pays me. I have been told both on more than one occasion by employees of Sprint, on chat, on the phone and in person. **Please help.**Bobbie Schwartzenberger and Janet Hess***Account* *********
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