I had the worst experience transferring my mobile service to Verizon.
The agent I chatted with while setting up the order made it sound like a quick, painless process. It was only pleasant until I submitted the order. Then, everything went downhill.
The agent promised I would receive an email within an hour with instructions to activate my new line. That email never came.
I spend hours chatting with customer service agents who told me to just wait a number of hours (or in some cases, days) for the issue to resolve on its own. That was total nonsense.
After a lot of digging and pushing, I uncovered that I had mistyped the transfer pin to port my phone number from my previous carrier. Then, I needed to push really hard to get the agents to believe me that this was my issue, and to help me actually update the transfer pin.
The rep I was talking to could not figure out how to do this for the first 30 minutes we were chatting. I kept asking to be escalated to someone who could help. The rep kept telling me no. We went in circles like this until, after an hour, he finally updated the transfer pin.
I still was not able to complete a test call. He told me to wait a couple of hours and try again. Lo and behold, once again that was not the right answer. After doing a lot of digging and googling myself (no thanks to the rep), I figured out I needed to make some updates to some settings on my phone to make the Verizon Sim the primary sim. The rep was just like "oh good, thank you for keeping me on track." I mean... the level of incompetence is really getting to me.
A competent rep should have been able to help me in a few minutes. Instead I spent hours with customer service only to get the runaround. I had to fight every time to get them to hep me, while they kept telling me to wait 4-48 hours and try again.
I know I just switched to Verizon, but I am considering finding a new carrier ASAP with better support. This was about as frustrating an experience with support as I've ever had. I am seeing so many posts about bad support experiences with Verizon. I am going to give them a day to make this right somehow, before I go with someone else.
I'm have almost the exact problem. They refuse to let me talk to a manager. No one ever does what they say and I'm still in the same situation as 4 moths ago.
Hey ther, Beazly, we want to make sure you get the help you need for your account! So we can best assist, we will be reaching out via Private Message.
-Lauren
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