Verizon Support
@Verizonsupport
248.1K Followers · Joined May 2009
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Hello Verizon Wireless, As long-time loyal Verizon customers, my wife and I are writing to express our profound disappointment with the level of service we received from Customer Support, Technical Support, and Executive Relations regarding an issue that was caused by a Verizon representative and should never have occurred.
Without our authorization, my wife's phone number was deactivated from Verizon's network. To make matters worse, two temporary phone numbers were added to my account under my name without my knowledge or consent. While a case number and ticket number were eventually created, there appeared to be little urgency or accountability in resolving the situation.
What followed was an exhausting five-day ordeal, from Monday through Friday, during which I spent countless hours on phone calls, text messages, and emails attempting to obtain updates and push for a resolution. Throughout the process, we received numerous apologies but very few answers. Promised callbacks never came. Text messages went unanswered. Information provided by different representatives was often inconsistent and unclear. At no point did Verizon demonstrate the sense of urgency one would expect when a customer's phone number has been improperly disconnected.
The impact of this outage extended well beyond mere inconvenience. My wife's phone is an essential tool for her daily work responsibilities, and the unauthorized deactivation of her number disrupted her ability to communicate with clients, colleagues, and business contacts. For five days, she faced unnecessary challenges performing her job effectively, resulting in stress, lost productivity, and concerns about missed business opportunities. The seriousness of this disruption should have warranted immediate attention and resolution from Verizon.
The experience exposed serious shortcomings in Verizon's customer service process. Rather than proactively working to resolve the issue, Verizon placed the burden entirely on us to repeatedly follow up, explain the situation, and seek updates. This approach was frustrating, inefficient, and far from customer-centric.
Ironically, the issue was ultimately resolved only after I contacted Verizon again and happened to reach a Customer Support representative who immediately understood the problem. That representative connected us directly with two specialists in the Porting Department who remained on the line with us and successfully restored my wife's phone number and removed the unauthorized phone numbers from my account. The fact that this solution was available raises an obvious question: Why was this not done on the very first day?
Even after the number was restored, we were required to visit a Verizon retail store the following day so that a store representative could make additional adjustments to my wife's device before full calling and receiving functionality was restored. After hearing our experience, the store representative commented that customers are often better served by visiting a Verizon store directly for assistance. Frankly, that is not a reassuring endorsement of Verizon's online and phone support channels.
This entire incident has severely damaged our confidence in Verizon. A problem created by Verizon resulted in the unauthorized deactivation of a phone number, unauthorized changes to our account, five days of disruption, countless hours of our time, and an unacceptable amount of stress and inconvenience. The lack of communication, ownership, and urgency throughout the process only compounded the issue.
Based on this experience, we would have great difficulty recommending Verizon to friends, family, or colleagues.
Given the significant inconvenience, loss of time, and failure of Verizon's support organization to resolve the issue in a timely manner, we believe compensation is warranted. We respectfully request that Verizon provide appropriate restitution in the form of:
• A credit equal to the full amount of our current monthly bill.
• A reimbursement check reflecting the disruption, inconvenience, and time required to resolve this matter.
We look forward to your prompt response and to understanding Verizon's intended course of action regarding this matter.
