I need help for the following issue and I feel helpless as a 10-year customer since I have called and hit a brick wall:
Subject: Urgent Complaint Regarding Service Issues and Poor Customer Support
Dear Verizon Customer Support,
I am writing to formally express my deep frustration and dissatisfaction with the service I have received from Verizon. The lack of follow-up, consideration, and respect for my loyalty as a long-time customer has been disappointing. I was misled into adding a line, and due to Verizon's mishandling, I have endured significant inconvenience, stress, and service disruptions without any real effort from your supervisors to resolve the issue.
On March 16, 2025 I contacted Verizon regarding a service issue, which was resolved during the call. Following that, the agent presented me with an offer to add a line and a new iPhone 16. Since my daughter had been considering joining my plan, I allowed her to discuss the offer with the agent, and we agreed to proceed—under the condition that my service would not be affected in any way. My daughter picked up the phone that came with the promotion on March 16, 2025.
However, everything went wrong from that point forward:
- Porting Delays: My daughter's line was not ported until March 19, 2025 leaving her waiting for service from Verizon for four days.
- Wrong Number Ported: Instead of correctly porting her Number, Verizon mistakenly ported my Number, disrupting both my service and hers.
- Service Disruption: Due to this error, we were left without a working phone service. I spent over two hours on the phone trying to resolve the issue and was eventually escalated to the porting group, where Andrew assisted me. However, I had to insist on an immediate resolution because waiting another 24 hours due to Verizon's mistake was unacceptable.
- Ongoing Issues: Today is March 24, 2025 and my line is not functioning properly. Several features of my service have been disrupted, which is time-consuming as I need to figure out how to reset everything.
- Unacceptable Customer Service: When I called two times on March 20, 2025 I insisted on speaking to a customer service manager. I waited on hold for 55 minutes the first time, and the rep claimed not to hear me and hung up. A supervisor eventually came on the line the second time, and again, I was disconnected. The supervisor did not call me back. No one followed up with me after these disconnections.
This entire experience has been frustrating, stressful, and unacceptable. I feel disrespected and disregarded as a loyal customer. While Verizon benefited financially from adding a new line, I lost time, patience, and peace of mind due to this mishandling.
Today, March 24, 2025, I received an email that my daughter's line which was finally fixed and activated on March 19, 2025, her device, which was part of a promotion that included an iPhone 16 at a rate equivalent to $829, is no longer eligible. The experience with this whole situation has been awful. And this whole mess needs to be made right.
I am requesting immediate resolution of my service issues and compensation for the inconvenience, stress, and disruption this has caused me. I expect a prompt response from a Verizon management representative who will take accountability and ensure this situation is right.
Please contact me at your earliest convenience at ***** to resolve this matter.
