March 6, 2015
I ordered a Verizon Apple iPhone 4s (with a $45 pre-pay calling plan) online Feb 28. It arrived March 2. I have spent five days trying to get the pre-paid $45 activated on the phone so that I can actually use the phone as a phone.
I’ve lost track of the number of Verizon CSRs I’ve either talked to (on my landline phone) and/or conversed with in online chats. I have screen-captured a few of the chats and have recorded nearly an hour of various phone conversations.
Apparently Verizon has several “factions” under the Verizon umbrella, including Verizon Wireless; Verizon Pre-Paid, and Verizon Online. I’ve been shuffled back and forth between all of them.
When I’m given a phone number or website to try to resolve my issue, I generally get a dead end. Verizon has a phone reply that, when you can’t make a relevant selection, says, “I’m sorry you are having trouble. Good-bye” and hangs up on the customer!
One of the CSRs I spoke to the evening of March 5 told me that one of the other CSRs I spoke to March 4 did NOT file a claim of inquiry or whatever they call it, to research why the $45 has not been put into my account. In essence, I was lied to by a Verizon representative.
I have a receipt; no one at Verizon has asked for the order number on it – even after I asked if they need/want it.
The phone received a call March 5 – from Verizon Customer Service. (irony) When I called back from a land line and gave them my new Verizon cell number, Verizon’s own system did not recognize my Verizon number and hung up on me.
Verizon has already taken the money for my order out of my checking account. I’m baffled why they can’t find the payment for the $45 first-month airtime, yet have a record of me buying the phone. It was a package.
Verizon offers a 14-day return, minus a re-stocking fee, etc. I want to return the phone. There’s supposed to be a pre-paid postage label with my order. There isn’t. The website where I’m supposed to be able to download a replacement is inaccessible. For three days, I’ve gotten this message:
THREE DAYS of system issues?
I’ve wasted half of my 14-day “grace period” time just trying to get what I’ve already paid for. I think this is Verizon’s plan to capture customers.
Verizon retail stores will not assist with online purchases.
I can supply Iowa Attny General / Consumer Affairs with copies of the order, receipt, online chats, and/or an electronic file of several phone calls – which I’m a bit embarrassed to say, at times displays my total frustration and incredulousness over Verizon’s horrible customer service.
The only thing that has been a bright spot: I had asked for a 229-prefix Des Moines phone number. I did not get it originally as ordered, but one CSR did manage to change that. It’s a moot point if I cannot make or receive calls.
NOTE: As of 8:30 p.m. March 6, this issue has not been resolved
