Support Required – Unresolved Account Activation Issue - New customer wanting to Switch from T-Mobile to Verizon

[nadartexas]

Chronology of Events:

• Sep 21: Signed up to switch 5 lines from T-Mobile to Verizon and ordered 5 new iPhones.
  → Provided T-Mobile account number and Transfer PIN on the same day.

• Sep 24: Received the first iPhone.

• Sep 26: Traveled to India for a family emergency, and could not complete the Verizon activation process before leaving.

• Sep 27: Received the fifth iPhone.

• Oct 14: Received an email from Verizon stating:
  “We noticed there’s been no activity on your new lines of service. To avoid disruption of your service, please contact us soon at 866-451-1237 to confirm this account is still needed or if you’re having trouble with your service.”

• Oct 15: Replied via email explaining that I was out of the country due to a family emergency and would not be able to activate until the following week.

• Oct 18: Returned to the U.S.

• Oct 19: Called 866-451-1237 (Fraud Department).

  • The representative mentioned they would remove the block and transfer me to Customer Service.

  • After being on hold for several minutes, the call was disconnected.

  • Time spent: ~30 minutes.

• Oct 19: Called Account Services (800-922-0204).

  • After 3 transfers, the 3rd representative requested my T-Mobile account number and Transfer PIN, which I provided.

  • She said she couldn’t process the request and transferred me to another specialist.

  • I was then transferred to:

    • Collections Department → they directed me to Finance Department, where I was asked to pay a $169 pending balance (which I paid, even though my Verizon service wasn’t active).

    • Account Services → PIN Department → Fraud Department → back to Account Services → then Inside Sales Department → then again to Account Services.

  • Account Services informed me that I would need to create a new account, transferred me to activation, and then the call was disconnected.

  Total time spent: ~2 hours 30 minutes 

Throughout this entire process, I had to re-explain my issue to each new agent. No one took ownership or provided a resolution.

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Summary:

• I have not yet activated my Verizon service.

• I have already paid $169 toward the account.

• I have spent over 3 hours on calls with no resolution.

• I am still unable to switch from T-Mobile to Verizon.

This has been one of the most frustrating and disappointing customer service experiences I have ever had. I am extremely dissatisfied with the repeated transfers, lack of coordination, and unresolved issue.

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Request:

Please have a senior support representative or account specialist review my case and help me resolve this issue as soon as possible.

[vzw_customer_support]

Nadartexas, Hello. We're sorry to read of your recent experience. We would like to assist. I will be sending you a private message. 

-Erica

[nadartexas]

Here is the update of the call on Oct 21

Called the Verizon customer service - Spent 1hr 30 mins:

Order of call transfer today - From the Initial Rep , I was transferred to Activation  - then to Tier 1 - then to Tier 2 - Then to Fraud department again - explaining a few times to the rep from the start again about the issue.

Fraud department said they need to open a ticket , They asked me to call again in 2 hours to see if the issue is fixed.  I spend 1 hr and 30 mins again today and now I need to call back to spend another hour.

The issue is still not resolved. I am getting really frustrated.

[nadartexas]

Here is an  another update.   THE ISSUE CONTINUES

Got a email from Verizon

We noticed there’s been no activity on your new lines of service.
To avoid disruption of your service, please contact us soon at 866-451-1237 to confirm this account is still needed or if you’re having trouble with your service.

Called the 8664511237 ,  got to Finance, Customer Service, Activation, Fraud dept. They recommended creating a new account and adding the phones - They assured everything will be the same.

They created new Account , added the phones and ported the numbers.  Spent 2 hours in total.

Now looks like 4 lines are ported successfully and 1 line is still on with T-mobile.

Now I need to call customer support resolve and make sure all the numbers are ported 

VERIZON CUSTOMER SERVICE and the EXPERIENCE SO FAR - has been one the worst , I have faced in recent time.

[vzw_customer_support]

Hello, we want to help and make sure that this is all resolved. We've sent a Private Note, please meet us there to further assist you. 

~Gina