I am hoping someone can help me. The only way to contact anyone with Verizon is by phone or chat and I just don't have it in me to do either again. I have tried both and spent hours trying to resolve this with no luck. I would love to just cancel everything and take my unhappy self back to t-mobile. I am so frustrated with the complete disaster it has been switching from T-Mobile to Verizon. Starting from the initial order that was placed on 6/25th. I placed the order for 4 new phones. I was with T-Mobile for years and had no problems with the service but, after looking at Verizon it seemed like I would get better pricing for 4 phones even compared to what I was paying for the 3 phones I had with T-Mobile. I needed to add another line as my husband was changing jobs and was losing his work phone so I placed the order with the monthly bill showing around 180.00 dollars even with four brand new phones. The phones did not come the following day even though the email stated that they would be. Still nothing on Friday 6/27. I was leaving for vacation that evening. Of course I was not home the next week and Fed Ex returned the package. I called Verizon when I got home and asked if they could just turn the package around once it was received back in the warehouse and they said that they could not and a new order would need to be placed. I spent hours on Verizon chat on 7/8 explaining the situation. The representative said they were placing a new order for the phones. Even had me call to start the port process on two of the numbers I was bringing over from T-Mobile. Imagine my shock when I checked my email confirmation that evening and figured out that the rep replaced the order of 4 PHONES with an order for only 2 phones. I called this time and spent another hour and a half having the entire order cancelled. I thought that would be the cleaner way to do it. I was assured that EVERYTHING had been cancelled. By the end of the call I wasn’t sure I wanted to even make the switch anymore but, I had already started the port process. I wish this was the end of it but, no. 2 days later a package that was SUPPOSED to be cancelled showed up anyway. I decided that chat and phone weren’t working to resolve the mess so I went into the local Verizon store. Brian at the Verizon store in Martinsburg, WV did his best to rectify the situation but, he could not take back the 2 phones I received in the mail that I should not have received. He helped me with getting four phones for me. He called Verizon in front of me and was told that they would send out a return label because I should not have to pay to send those back. This was on the 18th of July. Over that weekend I noticed that my phone was not activating but, thought it may just take time so I just made the best of it. I wasn’t receiving texts. Again, I thought that everything would straighten out come the following week. Early that week I still wasn’t receiving texts the way I should, and it seemed to be an activation issue. On Wednesday the 23rd I went back to the Verizon store because I realized that all my calls were going straight to VM. There was a girl there who called customer service and apparently there was something on Verizons end that hadn’t been done properly. Once she did that I started to receive calls and texts. However, on that same day I received an email that my service may be disconnected for not paying! I literally did not have working service until the 23rd of July! So how am I getting disconnect warnings on that same day!!? Now when I got the new phones the phones and service were quoted to be around 180.00 a month. I was very clear about that. Brian at the store did warn me that the bills the first few months may be incorrect. I set up a phone appointment for Friday the 25th to discuss the bill and to ask for a label again. I spoke to someone and explained the entire situation. He told me that he was waiving the activation fees and assured me that he was sending out a prepaid label as I still have not received that to send those other two phones back. Then on the 29th you actually shut off my service! I had to pay $270.00 to have it turnedt back on!!! That was AFTER all the fees were supposedly waived! I have to have my phone! My mother, son and husband have to have those phones! Now I received an email yesterday that my next bill will be over $1,000 dollars!!??
Can someone please get this all sorted out?? Bottom line is I need:
- A prepaid label so I can send the two phones back that should not have been sent. If you can email them that would be fine too. Please email to (will provide when needed)
- Cancel the two lines that went with those two phones (will provide phone numbers when needed)
- Give me assurance in writing that my bill will be around the 180.00 that I was quoted twice without downgrading my service. I have already noticed that compared to T-Mobile my service has been buffering a lot more.
