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Is anyone else receiving terrible customer service?

I purchased 2 phones in December 2015, one for a birthday gift for my husband and one of my mother for Christmas. The phones were supposed to arrive by the 12/13/15. However, the package was lost by UPS so I spent THREE weeks following up with UPS and Verizon to get a new phone. Verizon couldn't cancel the order or send me a new one because they said that UPS was still conducting their investigation to find out where the package when required that we wait for UPS to complete their investigation (which UPS finally determined that they lost the package). Finally, Verizon refunded my account and said that i was able to go into the store to purchase the phones again.

Keep in mind, that at this point, it was right after Christmas, and right before our wedding on 12/31 and our honeymoon on 1/1 so we were pretty burnened by all of this. It took us nearly 2 hours at the store to get the phones purchased.

Well we're now in March 2016. They charged us for not turning in our used phones. They claim that we signed a contract to turn them in...what?!??!! Those sneaky [removal required by the Verizon Wireless Terms of Service] ! We were not told about this nor would we have signed up for this. So now, we're being charged $200. Well on 3/14/16 I called them and they said, oh we're sorry - we'll fix that now, don't pay your bill, wait for the next one. So, i wait for the next bill and gave me a ticket number and assured me it would be corrected. Our bill is now $600! They didn't fix anything.

I've been on the phone for about 1 hour now where the rep keeps telling me that there's nothing we can do. I'm writing this as I wait to speak with a supervisor. I'm hoping they can help me but after dealing with Verizon for nearly 4 months on this issue, i'm not very hopeful.

Verizon is terrible. Biggest mistake I ever made was switching from AT&T to Verizon. Terrible service. I swear they're keeping me on hold in hopes that I just go away.

Comments

Verizon_Support

Having the best experience possible is what we always want for you, Lor1. We want to make sure this issue gets resolved properly for you. Has any resolution been met with the supervisor you're speaking with?
TimothyS_VZW
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If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!

pherson

So where in this story is the horrible customer service? Because I don't see it. And no I'm not a Verizon employee. It wasn't Verizon's fault your phones got lost and it appears you weren't eligible for upgrade or took advantage of a promotion which is why you were charged for not sending in your old phones. Not seeing horrible customer service at all here.

Yisraela

I'm with you. This is the worst decision of my life! Verizon is a joke, to say the least. I have a LG4, I find out that I am in a dead zone. So they send us an Extender, nope, it doesn't work, not with the LG4. So, after talking with their horrid customer service, 20 different reps, 20 different answers. Then on to the tech 2 folks. They read off a screen! Clueless as the day is long. They all repeat the same rhetoric, "were sorry" we understand you're frustrated, over and over and over. I was on hold with a tech person named Cici, she had me on hold for 40 minutes while I had to stand out by my pool, just so she could order the 2nd Extender. 40 minutes on hold...I spoke to so many people it was ridiculous. I went into the Verizon store, Cellular sales...A Verizon retail store, no Verizon employees...So, I go in, sit down and talk to this agent, Matt. I tell him the entire story, many, many calls to the customer service, the so called techs, he sat there in his suit and tie, looked me in the eye and had the gaul to say," There isn't anything I can do". Of course my blood pressure was soaring by now. I put my phone on his desk, pushed it towards him and I told him, "you call tech support now". So he reluctantly did. Nothing improved, nothing at all. The next Friday, I went in again, and Matt had the look of dread, yes, I said, Im back, Call tech support now....he did, I spoke to Valerie who claimed that "oh we really care, we really want you to have service", another lie. These people, customer service, tech support service is atrocious. They said to go into the Corporate office, so today, I did. This guy Ryan was not about to do anything, even after I stated the customer service people told me to go into their Corporate store. The corporate level is a joke, they are just as bad as the clowns running the shop across the street!. He, Ryan from corporate actually told me to "SELL MY PHONE ON CRAIG'S LIST" I am paying $650.00 for this phone that refuses to connect to the extender... then he sent me a text message and said that I could trade my phone in to Swappa.com. I have had the phone two months! I have never hated a company more than I do VERIZON. THE BIGGEST MISTAKE OF MY LIFE! THEY DON'T CARE, THEY LIE TO YOUR FACE, THERE SHOULD BE A CLASS ACTION LAWSUIT AGAINST THESE CLOWNS.

pherson

And there should be a class action lawsuit on your post. If the service doesn't work move on and stop with the actions you are taking. It's clear in your post that you were harsh to store reps. That in itself gets you nowhere.

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