Customer service at Verizon

Vjd1

Cannot upgrade a device and have a number on my account that doesn’t exist. They can’t get rid of the random number on my account. The upgrade can’t happen due them saying the line is only several days old line has been on the account for 6+ years Had hardware issue while switching phone that caused it all the evidence is in the account proving that the line has history

No one can help in the moment. 5 hours dealing with this in store and with so called customer service. Around two decades with this company.

All they can do is to escalate and I wait 3 days. It’s all computers and should be able to be fixed by a Verizon store.

Any other carriers easier to deal with

SynthpopAddict

Regarding the phantom number, does it actually appear in your My Verizon account? If so, seems like you could disconnect it yourself so long as you're the Account Owner. Especially if you're being billed for it, which is pretty unacceptable if they won't disconnect it for you. I can get you the information on how to close out the line if you're interested.

On the device upgrade, if you are using an older (legacy) plan which isn't available to incoming customers anymore, that's going to prevent you from getting any promotions. The previous generation of service plans called "5G [something]" had perks included in them, while the current service plans don't, so it's a wash either way. Another thing I've seen which causes this problem is if you are past the 18 month point on a contract, so are past the "buyout offer promotion" point.

I occasionally lurk at the competitions' websites/forums and things aren't much different elsewhere.