I've spent over hours trying to sort out a problem caused by the local Verizon office (South Burlington, VT). As of now, I've spent over 5 hours on phone and chat, and spoken to 17 different people. I've encountered contradictory statements, and multiple disconnections from both phone and chat. Verizon and Asurion contradicted each other on warranty vs. insurance. And all of this is because the local Verizon store told my daughter her insurance "probably wouldn't cover her phone." Believing them, she signed a contract for a new phone. After I returned from traveling, I got the bill with the new charges so I questioned her and discovered their error. I contacted Verizon via certified mail and heard nothing. So a month later I started calling and chatting and finally got agreement on what should happen, to wit: return phone to manager at store where purchased and they will refund what she has paid. However, in trying to schedule a meeting with a manager (after getting hung up on), I got sent back to square one. I need to short circuit on incredible morass of miscommunication and ignorance/incompetence. Verizon seems to isolate and insulate customers from real help. What to do next? BBB? FCC? Atty General? Just switch carriers? All of the above? Note: several years ago, the same Verizon store told my daughter she had no insurance when she did and I had to step in to get that resolved. Anyone else have these problems?
