Incase you're wondering why you're losing so many customers I thought I'd give you a heads up. I bought out my phone so I could upgrade and spent $166.62. Once I went to order I was told it wasn't possible to pick the phone up at a Verizon store (which makes absolutely no sense for people on the road). I was then ghosted in the chat multiple times, told I would get a refund and then they backtracked on that and ghosted me again. Then "Joseph" decided to completely ignore my messages and referred me back to a bill summary page where I could find an old bill break down, he then left. I went back to the chat and once again it was Joseph being just as helpful, he sent me the same exact link to a bill pay page and once again left the chat. Then his messages to me disappeared along with the correspondence that I would indeed be getting a refund. I went back to the chat once again and a message showed up saying they simply couldn't help me and then refused to answer or identify themselves. It's problematic that chat reps are given the power to edit their correspondence but I took screenshots before he was able to delete them. In short, the above explains why you've just lost a 20+ year customer. Once my contract is up I'm happily moving on to a different provider. Hopefully this message will help you understand why verizon is going to end up a footnote like so many other failed providers.
