I have never experienced anything like what I am currently going through in my life. I attempted to upgrade a line. Didn’t notice that there were any issues and after a few days thought that I should have gotten a shipment notification. So, I log into my account and check the order. It says that the order is on hold and that I need to “take action”. Well, there is no link or explanation in your order to explain what action you need to take. You have to click on the button to start the chat bot. When you ask the chat bot why the order is on hold it shows you a picture of the “take action” message. After asking a few different ways you get a phone number to call, they need further verification. This is your introduction to the “fraud” department. I call and navigate through the menu and speak with someone that sends me a link on a phone that asks for basic information and my social security number. That’s not happening. I am not providing my social security number to someone in another country via a link in a text message. So, I tell them to cancel the order. I get a cancelation email. So, I attempt to upgrade the phone again. Everything that I just described happened again. Except this time they sent a link to an app that you use to take a picture of the front and back of your drivers lincense and also a picture of yourself to verify your identity. I did it. They said they were not able to verify my identity. So at this point I am going full blown Man-Karen. I get on the chat and speak to someone not in the fraud department and I ask to escalate the issue. This person was actually very professional and attempted to help. They said the first order that was canceled was still showing pending or something so they changed something. They were in the process of getting the 2nd order to process and the phone was out of stock. So I asked if they could cancel all my orders, I will order it through Google. They did and during the purchase from google which this person stayed on the line to monitor. I got a message to call the fraud department. When I called the number, it said I had to call the fraud department during normal working hours. The interesting thing was that it killed the chat session. So, the fraud team force the chat session with customer service to end. So, I will be calling them in the morning. Just so everyone is aware, in a market where you have regional dominance you really don’t have to worry about things like customer service. I have been forced to use Verizon for years due to no other carriers having any towers near me. That is changing. There is this other carrier that starts with a “T” that partnered with Starlink that is getting ready to flip the switch on global coverage using low earth orbiting satellites instead of towers. No dead spots anywhere, on the planet. So, how would someone in that market compete with something like that. Well, one way to try is to have exceptional customer service. It would also help to not accuse your normal customers of fraud.
