I just spent a LOT of money to upgrade my plan and phone to Samsung Galaxy S25+. I picked it up yesterday from Verizon store after placing order online. SmartSwitch worked fine, but it appears that the eSIM on the new phone is not associated with my existing line so I can't use it. I have spent ALL DAY trying to contact customer service, have used self-service resources, tech coach chat and every other thing you've sent my way. I waited more than an hour for a callback and when I got the callback, it just put me on hold, where I've now been for close to an hour.
This is appalling customer service -- I should not have had to contact you in the first place if you'd done what you needed to when you sold me the upgraded phone.
Please escalate this issue or lose a customer.
