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Customer service

Luis20241

Worst service ever

Verizon has proven to be the absolute worst company when it comes to customer service. From the very start of our agreement, I’ve experienced poor connectivity—my clients aren’t receiving my texts, and I’m missing their calls. I’ve spent countless hours with customer service and technical support, yet not a single person has resolved the issues.

Within the first 30 days, I tried to cancel my agreement and requested the return of the iPhone 14 Pro I had traded in, but Verizon somehow “lost” the phones and couldn’t return them to me. Despite speaking with numerous representatives, no one could give me a straight answer. One of the last reps, Sheina, promised to unlock the phones and apply the $830 trade-in credit, allowing me to pay the difference and keep the iPhone 15 Pro so I could switch carriers without any extra costs. After waiting 60 days, no resolution has come.

On 08/23/2024, Sheina had promised a call on 10/17/2024 that never came. I contacted customer service again and spoke to Marco, who claimed to be a supervisor. He promised I would receive a call from Sheina and her supervisor by today, 10/18/2024, but again, no one called.

This is a clear demonstration of Verizon’s incompetence and irresponsibility. Their customer service is nothing short of a liers and their leadership is nowhere to be found. I’m going to report this to consumer affairs and anyone else who can hold them accountable.
Verizon’s behavior is ridiculous, and I will never recommend this company to anyone. They simply cannot be trusted.

Comments

Verizon_Support

I'm sorry to hear your experience has not been what you deserve. I want to make sure we're able to clear some things up. Trade In Devices are final and cannot be returned to consumers: https://www.verizon.com/support/trade-in-program-faqs/. If the agreement is cancelled in under 30 days you are eligible for the market value of the traded in device, this is part of the terms and conditions for the trade in agreement. Devices can only be unlocked after 60 days of active service per the purchase agreement: https://www.verizon.com/about/consumer-safety/device-unlocking-policy. So we can get a closer look at your account and what options may be available through troubleshooting or changes please be on the lookout for a direct message.

-Melissa

Luis20241

I’m expecting a call today from Shenia with a resolution.

Luis20241

Good morning Shenia

We spoke last Saturday 10/26. I understood that because your supervisor was in a meeting we have to wait until he finished the meeting. When you called again you told that you will call me again Saturday 11/02 when my bill be loaded to be able to apply the credits and debts. I didn’t received the call yesterday. Today my bill show $3k in balance. Could you please apply the credits and debts promised ?

Waiting for the resolution. Have a great day.

SynthpopAddict

Sorry to hear about your experience. I don't work for Verizon, but am here a lot, and have never seen anyone by that name posting in the forums. Either you were speaking with someone at an overseas call center, or that person doesn't use the forums for whatever reason.

From what I've been reading in the thread, if you did not cancel the contract within the first 30 days, there's no getting out of it now. If you had cancelled before 30 days, then Verizon should have given you the value of your trade-in back to you, but you are now past the 30 day mark.

What you're describing with missing calls/texts sounds like a problem with poor signal strength. Has anyone suggested a network extender or 3rd party signal booster? Otherwise, you'll have to use WiFi in the problem area.

I do not know what Sheina was referring to about unlocking the phone. Verizon phones automatically unlock after 60 days of use on the network and the only other exception to that is if you're active military and get deployed overseas from what I've read elsewhere.

Since it's been over 60 days, your phone ought to be unlocked now. As for the remainder of your contract, maybe see if some other carrier is willing to buy out the contract, if you want to port? Otherwise, I think you're stuck for the time being unless you want to pay whatever early termination fees there are for leaving early. Wish I could give you a better answer, but it is what it is.

Verizon_Support

We're sorry to read that you have not gotten a resolution to your concern. We are here to help. We'll be sending a private message. ~Peter

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