****URGENT REQUEST FOR HELP ****
My phone broke on Sunday. On Monday, I went to a Verizon (franchise) store to pay off my remaining balance in order to upgrade my phone. They were unable to complete the upgrade due to a validation error.
Overview of the issue:
- Representatives in store and over the phone continuously get a validation error when trying to complete the upgrade
- They are unable to make ANY changes to ANY of the 5 lines on my account (except to suspend service), they cannot cancel or upgrade any of the lines
- I attempted to upgrade myself online and got as far as choosing a protection plan, but received an error that stated "Your service is associated with a Services & perks restricted. Contact your administrator for assistance."
- I tried to sign into the safe family account and got an error
- In the past three days, I have spent at least 4 hours online, 4 hours on the phone, and 3 hours in person with various representatives.
- There have been 3 tickets opened for this issue since Monday, there is still no resolution
- My account has always been paid timely and in full
I have been unable to access my personal and work accounts since Sunday due to two-factor authorization issues since I can't use my phone. I would switch carriers just out of desperation, but since my account can't be changed, I would end up paying for two accounts with two different companies which isn't a viable solution for me financially after paying off my phone.
Every single person I have worked with at Verizon in the past 3 days has been just amazing. The personal service I have received is unlike that I've ever experienced, but the actual service being provided is costing me quite a bit in lost time and productivity...not to mention the cost to Verizon for the same on their end.
I REALLY need a resolution to this problem by tomorrow. I'm hoping someone here has some experience with how we can solve this problem.
