Verizon. Please do better

[Salvadorian724]

**I was switching my carrier service and wanted my number ported to Verizon . So I Purchased a new iPhone 16 pro 512gb  on Sep 3 .

**Th phone was delivered on sept 9  or sept 10.

….first issue - my phone number had not been ported to Verizon like I requested …

 

I’m an individual who keeps their phones for extended amount of years…I went from the iPhone 7 to the iPhone X and decided this was the year to upgrade . But was having second thoughts about  the iphone 16 pro . So went into the Verizon store in Porter Ranch with the iphone 16 pro  still unopened and was going. To exchange to the 16 pro max. And the agent started the process  and while they were waiting for their safe to unlock , so they could grab new phones , another customer service agent in the store suggested I wait a week because the iPhone 17 was. Being released , to see what kind of promotion ms would be offered. And that sounded like I good advice

So following I returned to same Verizon store with the plan of exchanging the unopened iPhone 16 pro for the iPhone 17pro  but after the system wouldn’t let them do the exchange , they said I would need help from customer service . But since customer service office closed at 7pm , then it would have to call the following day

So spent about almost 2 hours on hold waiting to speak yo someone in Customer service and when I finally did reach someone , they looked at my account and everything looked fine .  And they stated it would be easier if I went back ti store  to have them proceed the exchange, that way I can just pick up the new phone at the c same time . So I went back to the store the following day and the employees once again tried but were unable to process the exchange and told me again. To reach out to customer service . So spent another  few hours online with. Customer service once again , who once again advised me to go back to try again . But they said they would adding comment to my account. Explaining everything that has occurs , assuring  me that I would be able to  make the exchange and leave the store with the phone I wanted .

So 9/24 went back to the Verizon store location 1428701  , the store was pretty busy. So checked in and waiting 3 hours and when it was my turn, the agent who was helping , (think he might have been store manager, really nice guy ) he attempted to do the exchange but was still unable to , so he said what he could do , was process the return as a blind return  and they would mail the phone back to warehouse . But since the phone was still sealed , the warehouse would have to appraise the device and approve the return. And I should receive a treasury check  for what I paid for the 16pro .

He said it would only take a few days.

So I kept checking online everyday and saw no changes  . I tried to order the new iPhone 17 pro to my account but kept getting an error. So reached out to customer services and  after waiting another 2 hours to speak with someone, they told the first iPhone was still attached to my account, but should be reset within a day or two.

So now it is Sept 30 and I have still not received a trustee check for my refund but $150 autopay was deducted from my bank for activation of the iPhone and the month of service . And that the iPhone that was never activated , never used and already returned to you guys . And because I hadn’t used my service, my account access was disconnected and  my access to the info on my account was now limited.

So after waiting 2 hours on hold trying to speak with some one , the agent. Who went over my account , discovered the iPhone was still attached to my account and so he had to reach out to another dept to have that iPhone manually removed from my account . The customer service agent was really nice and seemed to take a real interest in trying to help me . And he explains he was able to get that $150 automatic payment reversed right away …but I would still need to wait a couple of day for the refund treasury check. And he offered to transfer me to the sales dept. to assist me with ordering the the iPhone 17 pro but I explain e there was no way I was going to purchase a new  phone since I m still waiting  on my refund fro the first phone . And the  agent stated he completely understand. And he asked if he could follow up with me to make sure everything was resolved correct . And I thought that was so  amazing . So we agreed  that he would give me a call Saturday 10/4 at 930am to make sure all the mistakes had been corrected

But I received no call from that agent this morning or anyone else , and still have not received any treasury refund check .  But what I did  receive on 10/2  was an alert from verizon letting me know I had $70 bill that was overdue , that should’ve paid immediately and I cshoukd expect the late fees for that added to my bill for the following month. I also received another notice remind me to return the iPhone 16 pro to the porter ranch store , so I could receive a $500 credit to a new device . Which is so confusing  because I have already returned that phone to you guys , and that phone was brand new and still sealed in the package , so why would I only be getting a $500 credit . And I even checked with the store about the iPhone I returned to them and they said it has already been mailed and received to your return warehouse in Texas. They also couldn’t understand why I haven’t received the refund I’m owed or why I’m still being billed for services I never used . And their advice to me was to take it up with customer service .

***because I’ve been checking my Verizon account  multiple times of day, trying to fond out if there was any resolution , because you have your iPhone back and I never used the service , so getting my money back is kind of important . But someone somewhere that I was checking the account too often, so I was told I needed to change my  password by clicking the link I forgot password . ..and when o did that, I was told a new password would be mailed to my home . And when I called customer  service , still looking for help , I was told when I requested a new password, it set if a fraud worming , so they had to lock my account. And the rep could not discuss anything. About with me . So for doing what Verizon told me to , I guess now Verizon found  an excuse to not issue my refund anymore .

so where exactly was there any fraud committed..  was it when you sent me

$1400 fully unlocked iPhone that I returned to you, sealed in its original package . Or was the fraud committed by Verizon. When the charged me $150 for the first month of service that was never used. Verizon trying to attempt to charge me for a phone , that has already been returned to them weeks ago . Or how about the fraud done by Verizon. In their refusal to refund the money for a phone I already sent back . Or is the fraud being lied to everytime  I spoke with one of your reps and they assured me my refund was already o. It’s way back to me  and when I proceed to question them about everything , they lock my account under the false pretense of fraud . And when I call the fraud dept , I’m told they can only speak with the owner of the account and then the phone disconnects.  (Excuse me but I am the only of the account )

So what options do I have now . ..wait until this government shutdown is over , so I can file a claim with FCC.

If this is Verizon way of doing better by their customers, they should know they are failing .