Dear Verizon Customer Service,
On 20 of January we visited a Verizon store to transfer our two pre-paid lines from T-Mobile and to purchase a new line. Additionally, we obtained an iPhone 16 Pro Max 216GB under the number *****. However, the entire process was extremely unorganized and took approximately eight hours. After nearly six hours, we signed the contract and were told we could leave. However, we soon realized that none of our lines were active. The store employees then spent another two hours attempting to activate them but were unsuccessful. At that point, we decided to cancel everything and requested a full refund.
Initially, the store tried to charge us a $35 fee for an incomplete transaction, which we firmly refused to pay. Ultimately, all transactions were canceled, and we were provided with official documentation confirming the cancellation (attached). We were advised that if we canceled the lines immediately, we would lose our phone numbers. As a result, we waited until the next day to transfer our numbers back to T-Mobile. It is important to note that during this entire period, our lines were never activated and remained in SOS mode.
Approximately one week later, we received an email from Verizon stating that we owed $352. Concerned, we immediately returned to the same Verizon store to clarify the situation. The store employees assured us there was no issue and, after checking their system, confirmed that there was no active account or balance under our name. We explicitly asked them to notify us if any issue arose, but they insisted that everything was properly canceled and that we did not owe anything. Trusting this information, we left the store.
However, on February 16, my phone service was suddenly cut off, and my device went into SOS mode again. When I visited T-Mobile, they informed me that my iPhone’s IMEI had been blacklisted by Verizon, preventing it from being used with any carrier. I immediately returned to Verizon, where they initially claimed this was impossible. A store employee contacted customer service, and I was told that my device had been flagged due to suspected fraud but that the issue had been resolved. They provided me with a contact number, which I called. After speaking with a representative, I was assured that there was no problem with my phone and that I could use it.
However, when I returned to T-Mobile, the issue persisted. The following day, I contacted Verizon customer service again and was transferred between four different representatives. The last person I spoke with confirmed that my phone had indeed been blacklisted as part of an ongoing investigation and that it would remain unusable for 60 days. This was completely unacceptable. When I protested, they suggested I contact Apple. That evening, I visited an Apple store, where a technician verified that the issue was entirely Verizon’s responsibility and could only be resolved by them.
Due to Verizon’s actions, I was left with no choice but to purchase a new phone. To make matters worse, I have now received another bill from Verizon, demanding a total payment of over $1,482.84 for a service I never used.
This entire situation has caused immense frustration and stress. I am extremely concerned about the potential negative impact on my credit score. I expect this unjustified financial burden to be immediately resolved, with all incorrect charges removed and my iPhone’s IMEI blacklist lifted. Additionally, I request an official written confirmation regarding the resolution of this matter. If this issue is not addressed promptly, I will have no choice but to escalate my complaint to consumer protection agencies and relevant regulatory bodies.
I demand an immediate resolution to this issue and look forward to your prompt response.
Sincerely,
Sahin
