Now where do I turn?

jamiemotherof3

I have been getting the run around from customer service since September 23rd. I had purchased a note 3 in June and my s4 was supposed to be transferred to another line that I was not actively using, but I was still paying for it. I then realized that my account shows 2 galaxy s 3s, 2 note 3s, and an iphone. I have 1 s3, 1 s4, 1 note 3, and an iphone. The internal screen on my s4 is cracked so I tried to claim it through asurion since I have paid for insurance on every line on my account. The claim was denied because the phone was deleted from my account when it was supposed to be transferred to another line. I have spent a total of 12 hours on the phone being transferred around, requested supervisor calls that I did not receive, and even visited a Verizon store to have a representative call since I was so frustrated I was almost in tears. I was told yesterday that I could upgrade early and buy a new phone. Fine, I need the phone. I will waste my upgrade since the only one I can afford right now is the one I had. I was told to call today to check on the status and get the tracking number. I was told yesterday that the early upgrade was already approved by the supervisor, then today I am told that the order has not even been processed. Now I have paid insurance premiums on phones that aren't even on my account as well as my regular monthly bill for a phone that I can't get replaced because of verizon ' s mess up. How do we resolve this? It seems to me that at this point the only way to resolve this is find a different provider. This is ridiculous.

SuzyQ

I am so confused ... as I am sure you are.  In June you bought a Note 3 and put it on your account to replace an S4 on your line, that was to be transferred to another line on your account.  Then you say you have 4 phones (S3, S4, Note3, iPhone) but your account shows 5 active lines/phones (2-S3, 2-Note3, iPhone).  When did you see this?  Right after the transaction in June (when I would have checked to see that all got set up correctly)?  Or now, when you try to make an insurance claim on the S4?  If the insurance was being paid on the original line where the S4 was, then moving it to another line would cancel the insurance unless you transferred that also.  Insurance paid on the original line would cover the phone now on that line.

There's  disconnect between what your online account is showing and the phones you say you have active.  I'd get that figured out first.  Then look at the bill to see which phone lines you are paying insurance on - and which phones are covered.

Moving to another provider may only complicate things, and incur ETF charges for phones still in contract. You asked "How do we resolve this?"  First, look at your account online and your bill, figure out what you are currently paying for, what phones, what lines are actually in service.  What you say you have, and what you say the online account shows, are different.  My online account as always been accurate as to what phones are on what lines, and changes made show up within hours of the change being made.  I check.  So my first step would be to make sure the account online reflects the phones and numbers you are actually using.  If they are not the same, take the phones to a corporate store and get THAT straightened out first.