On March 8, 2025 while I was out of town I called the Customer Service to place an order (# *****) to upgrade my phone for my line xxx-xxx-5326 to an iPhone 16 to be picked up at a store (9202 Barker Cypress, Houston, TX 77433) near my residence. However, on March 10 I learned that I had only 3 days to pick it up from the store which would not be possible for me as I was still out of town. So I call the Customer Service on March 10 to cancel the order. I was given the confirmation that the order was canceled. However, that’s when the nightmare began! After I came home I tried to place a new order for the same phone by calling the Customer Service and was told that they could not process it as the record still shows an order is pending. In total I called the Customer Service 3 different times (each time took over an hour on the phone) for a period of a week or so. Even a Supervisor at the Customer Service could not clear the prior order. I even visited the same Verizon store and they could not help. Finally, Customer Service referred me to the Internet Order Dept. In total I talked to them 3 different times (each time took over 2 hours on the phone) over a period of 2 weeks. The first time the guy tried it by removing my phone ID and then adding it back, which did not work. The second time the guy tried by deactivating my phone and then reactivating it, which did not work. The third time (on March 28) the guy by the name Jhay repeated the same process as the second guy and of course it did not work. Then he escalated to his Supervisor who tried the same process and of course it did not work. Finally, Jhay opened up an escalation ticket (# *****) for his “backroom” IT dept to tackle. On the following day, I was surprised to find out that my Verizon plan for xxx-xxx-5326 was changed without my permission and was added Netflix and Disney. Luckily I was able to call Customer Service to reverse the plan back to before. As of now, I still cannot place a new order as the prior order is still being shown as pending. As a long time Verizon customer myself, this experience is totally unacceptable! I demand an immediate resolution!
