I've been a customer for Verizon for 21 years as of January 2021, and I've mostly been satisfied with the service during that time. Based on a recommendation of a Verizon rep, I decided to upgrade all 4 of my lines to a new Verizon unlimited plan (had one on an unlimited grandfather plan and 3 on a shared data plan) as well as purchase 3 new Samsung S21's during a promo. On Jan 24th, a rep changed my plan without any authorization when I was asking questions about my account. After the rep supposedly changed my account back to what it had been before, I lost all promos in my account, but was assured they would all come back because the rep submitted a ticket for it to all be reinstated. Since the call on Jan 24th of this year, here's my experience:
- I've been on the phone with Verizon 14 times checking on the progress of my upgrades and trying to activate new phones. I started keeping track of my time spent on the phone, and tonight I exceeded 32 hours in time on the phone with reps trying to resolve the issues on the Verizon side.
- I've had 4 support tickets submitted by Tier 2 Tech Reps during that time, and after all 4 have been elevated, no response to any of them.
- I'm on my 4th Tier 2 Rep as of tonight - all three of the previous ones promised me they are not like other reps and will call me back when we setup time. The last three never called me back (at the time they requested or any other time), and when I call into customer support they are not available (the Tier 2 Reps all asked me to call in with their name and request them specifically).
- On every call I've had the Reps tell me they included detailed notes in my account, but the next Rep that tries to help me tells me there are not notes on my account.
- On my latest bill, Verizon billed me more than 2X the monthly amount, and the last two Reps I've spoken with both said it's wrong and they don't understand why it's that way.
- I ordered 3 new Samung S21's (2 Ultra's and 1 S21) on Jan 28th, and as of Mar 4th still cannot activate them because of a "technical error on our side" according to the Tier 2 Tech Reps I've spoken with.
So as of Mar 4th, I've went through multiple Tier 2 Tech reps, my plans have not changed, and my new phones cannot be activated (and was overbilled during that time too). The only reason I've been this persistent is Verizon has the best coverage in one area I travel to, but at this point that doesn't seem worth it.
I wanted to see if anyone in the community has had an experience like this before - if you did, was it ever resolved (and if so what did you do)? Every rep tells me that it's an issue on Verizon's side, not mine. Trying to figure out how much longer I give this until I just switch.
