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customer service

Absolutely terrible customer service. Do not care if customers go without because of there errors. Convinced us our daughters phone was broke as it was stuck in sos mode. Promised we would get a new phone the next day if we upgraded. Paid for upgrade and shipping for them to label it as 2 day delivery. After they tried blaming it on Fed ex and I pointed out in the email Verizon employee was the one who labeled it two day delivery all I get told is oh i see there is nothing we can do about it. Best believe they still charging me although the phone is useless. Can not wait to all lines are paid off and I can leave this careless company

Comments

Verizon_Support

EH75, we hear you! You have been through many dilemmas with your daughter's phone and service. We do not want to see you leave and want to make sure all your issues are resolved. We invite the opportunity to turn your experience around. Please reply to the following private message to chat further.

-Deb

Coconut0930

Verizon has the worst customer service I have ever experienced. This past weekend, I upgraded my phone plan as it came with credit for a new iPhone. I placed an order for the new device for Express Pickup, stated on the myVerizon app to be ready within the hour. However, after almost 48 hours of not receiving any updates from the merchant, I went in-person to the third party store to see what was going on. The merchant stated that they did not receive any orders for pick up and that there was nothing they could do.

I called Verizon to confirm my order status, and they told me that the order did in fact go through to which I explained the situation. I had them cancel the order entirely as I was leaving town where the merchant was located the next day and couldn't wait around any longer for pickup. Now, they re-did my order except ordered the phone to be shipped with 2-day shipping to my home address. When they did this, they changed my plan from the original upgraded plan I had selected for some reason which removed the promotional credits. Not only that, but after the phone call and the new order was placed with a promise of 2 day shipping, I received an email telling me that the device was back ordered and that it would only arrive 3 weeks later.

Upon calling Verizon again, I was waiting for a representative for 40 minutes. When they finally picked up, they yet again attempted to cancel the shipping order and order it for Express pickup to the same pickup store which I ran into the original issue with. I told them that I did not want this as I already had a problem with them. Finally, after over an hour of the representative messing up details on my bill and account, I requested for everything to be canceled. Cancel my device upgrade, cancel my plan upgrade, and just keep the very original 5G start plan with my original device. I midst of this, the line cut off unexpectedly. Verizon sent me an automated text saying that they would call me back immediately, but they never did .

A day later, I checked my Verizon bill to see that while the plan was reverted to the cheaper original plan, I was still getting charged a monthly payment for the device upgrade/new iPhone which I explicitly asked them to cancel and which they verbally confirmed was cancelled. Nowhere in my Verizon account is there any details of a new iPhone coming my way. I am now again wasting more hours of my day waiting for a representative to pick up the phone so I can sort out this issue. I am so sick of dealing with Verizon and will never be using them again nor recommending them to anybody. They do not take accountability, don't know how to resolve issues, and make it impossible for users to resolve issues on their own.

Verizon_Support

Oh, wow! We are stunned to see you in this equipment/order dilemma. The last thing we want is for you to have a negative impression of Verizon. We sent you a Private Message.

~Gilbert

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