Issue with order

[moneybaggs]

On August 1st around noon maybe after noon I get on the Verizon website to try to reactive a prepaid simcard I had that was disconnected for a few months. I didn't know where to go or what I was looking for other than prepaid plans .once I purchased this plan I tried to make several calls and text, I removed the sim and put it back in I also reset my phone. I realized ended up ordering a sim card. I received an email with a order number and location code and I downloaded my receipt. Me and my mom called customer service and asked to speak with a representative, we first tried to see if there was anyways to reactive my sim I already had but there wasn't or so they said . We than go on to tell the representative we would just like to cancel this order before shipment. She asked me all the information and she received it but couldn't do anything with it. I'm very frustrated at this point even though this was a small purchase it was a set back. Once this representative couldn't figure out what to do next she transfers me to another department where I'm on hold for no longer than 3 minutes and they hang up. So I call back go over the same thing again and finally they tell me that my order was cancelled and I will be receiving a refund in 2 to 3 business days. The same day August 1st around 9:30 pm I receive an email from Verizon saying my order has been shipped out along with a a confirmation code and tracking information. Highly irritated that this lady lied to me it doesn't help having no way to call customer service ecause my phone has no service not even *611 was working. I had no way to get in contact with another representative to figure it out even though the first one shouldn't have lied about doing her job. It could have been avoided. I just want this order cancelled and this money refunded 

[vzw_customer_support · Accepted solution]

Good morning. It's understandable how this might be confusing. With Prepaid service, an account that has been disconnected for a few months, due to non-renewal of service, would be the reason why the old SIM card won't activate. Purchasing a new SIM card has to go along with setting up new service. Please contact our Prepaid Team at 888-294-6804. Thank you.

*Linda

[moneybaggs]

No where is that elaborated in the purchasing process , I was even asked for my old sim number . Thanks for the knowledge but what about cancelling this order? 60 dollars isn't much but it's holding something's up for me all because you guys staff lied 

[vzw_customer_support]

Definitely get wanting to get refunded, that's a decent chunk of change there. That's also best handled through our Prepaid Team over the phone. They can look into that with you, and work on that refund. Please reach out to them, and I'm sure they can assist 🙂 

-John