Hello Verizon Community,
I’m posting here because after nearly two months of trying to resolve this issue, I have gotten absolutely nowhere through normal Verizon support channels.
On January 18, my fiancé and I went into a Verizon store in the Seattle area to switch our phone service. I was moving my line from AT&T and she was moving hers from T-Mobile so we could combine both lines on a Verizon plan.
During that visit we:
- Selected two new phones
- Paid the taxes on the devices upfront
- Signed a device payment agreement and service plan
We were told the phones would arrive within three business days, which they did.
However, several unexpected circumstances happened at the same time:
My fiancé had to travel to Dallas to see her mother, so when the phone arrived I overnighted it to her. Shortly after that, Dallas experienced a major ice storm, and the package was delayed for 2–3 weeks.
At the same time, my own mother was hospitalized with terminal cancer, and I had to leave Seattle immediately to be with her for about 2½ weeks.
When everything finally settled, both devices were accounted for — I had mine in Seattle and my fiancé had hers in Dallas. We were under the impression that the only remaining step was to provide our transfer PINs so we could move our existing numbers onto the new devices.
When we attempted to activate the lines, we were told that our account had been shut down due to non-payment and flagged as fraud.
Since then, I have spent hours on the phone with Verizon support, over the course of multiple days, constantly being transferred from department to department with no one able to resolve the issue.
What makes this even more frustrating is that I was repeatedly told that the entire situation has been documented in the account remarks. Multiple representatives assured me that anyone who reads the remarks will fully understand what happened and should be able to fix it.
Unfortunately, that has not been the case at all. Every time I call, it feels like I am starting from scratch with someone who has not read the notes, and I get transferred again and again.
Eventually I went back to the store where I originally purchased the phones.
I spent seven hours in the store on a Saturday working with an employee named Kevin, who was the only person who actually seemed to care and take ownership of helping me. Kevin spent hours on the phone with Verizon support trying to resolve the situation, and I genuinely appreciate his effort.
However, even after spending an entire day working on it with him, we were still unable to get the issue resolved.
It is now March, and I am still no closer to activating my service or understanding why this situation has not been fixed.
As a first-time Verizon customer, this experience has been extremely disappointing. One of the main reasons I chose Verizon was because of its reputation for excellent customer service, but unfortunately that reputation has not matched my experience at all.
At this point I am beyond frustrated. I do not need to be transferred to another department or told to call another number. I need someone who actually has the authority and knowledge to read the account notes and resolve the issue.
What I am asking for is very simple:
• Reinstate the original device agreement and service plan
• Allow our numbers to be transferred to the devices we already received
• Resolve the fraud flag that was placed on the account
Given the amount of time, stress, and effort this situation has caused over the past two months, I also believe Verizon should seriously consider making this situation right for the customer.
Again, I want to recognize Kevin at the store, who was the only person who genuinely tried to help.
But at this point, I need someone at Verizon who can actually solve this issue instead of transferring me to another person who cannot.
If anyone from Verizon who has the authority to review this situation and fix it is reading this, please reach out.
I am still willing to continue service with Verizon because of the coverage, but this situation needs to be resolved immediately.
Thank you.
