We've been loyal Verizon customers for 25 years, with up to 6 devices on our family plan. Six months ago, my phone stopped charging. Verizon told me I had a warranty and they could send me a 'new' phone as a replacement, free of charge. Verizon sent the return box with label and UPS tracking number. I sent my old phone back as instructed, but it did not arrive at their warehouse and they charge us $800 for the lost phone. Hours of phone calls over several months in attempts to resolve this resulted in run-arounds by Verizon Customer service. Last month, they told me they had finally found the phone in their warehouse and they would process the reimbursement right away, giving me a Ticket number to refer to. Reimbursement didn't come, so today I called and the agent reported that they in fact did NOT have my old phone in the warehouse and that their notes said that no one told me otherwise.
I can only guess that the agents say one thing to customers, but write something else in their notes. Verizon Customer Service has been very low quality and we will likely be canceling our comprehensive family plan.
