My 85-year old mom was recently sold an iPhone and a three year contract at a Verizon store. Mom has no idea of how to use and smart phone and was unable to make or receive calls.
I took her back to return the iPhone to the same store. They charged us a restocking fee but finally processed the return. The store instructed us to call Customer Service to get a refund for the restocking fee and to request a transfer pin if my mother wanted to keep the same number.
I have since spent over two days on the phone and in chat trying to get a transfer pin for my mom. The problem, apparently, is that they can't issue a transfer pin without sending a verification text to the phone that I returned to the store!!
My mom is 85 and does not have any other devices that can accept a verification text. Nor should I have to drag her back out to a "corporate store" whatever that is just so they can tell me to call customer service again. I have so far explained this problem to at least a dozen people and all they do is transfer me to other departments - it's a vicious circle and I am so disappointed at the way Verizon seems to be completely insensitive to an older customer!
