Trying to activate moto razr with eSim on one of our existing lines. 3 calls to customer service (one a level 2 tech named Shawn) has resulted in getting stuck with account verfication step. I provide IMEI# for phone, they send text message, I click link in text, and continue to get an error, "We encountered an error while processing your request.Please try again later." Happens on multiple phones, running both FF and Chrome. Account was locked for 24hours as tech tried too many times. He called back yesterday and tried again, but same issue. We got disconnected 2X, and he called back 1time, but not 2nd time. Ugh! Got text msg saying a ticket on account issue was submitted and I would get a ticket #. Did not. This is just not acceptable!!! My 84 year old Mom is waiting to try this phone but is unable till we get the through eSim process. Btw: I logged into my account online, changedmmy secret question, was given a choice of verfication, which included my email on account, and verified things in 30seconds. Why can't this option or a PIN which is also
on the account be used when text verification link fails??? We have 7 devices on this account, and pay more than $300/month. Is this anyway to treat a valued customer??
This is not the experience we want for our customers, JayPA5! We'd be more than happy to look further into this activation issue with you. Please send us a Private Message, so we can help!
*Gabriel
Not sure how to send a private message? Please advise.
Hello JayPA5 if you need help please feel free to reach us, please follow us on Facebook or Twitter, we are available 24/7 at the Verizon Social Media team. We will be happy to assist you.
>Jorge
I am not on any social media. I am asking how to privately contact Gabriel or someone in Verizon.? This issue has been out there for a number of weeks and this is unacceptable.
JayPA5, send us a Private Note here, so we can assist you here.
To Private message someone, click their username, and open view profile.
At the profile click on the message button to send a private message.
To view a private message sent to you, clicking on the envelope will take you to your inbox. To view the entire message, click on the subject line.
*Bee
Still waiting Gabriel on how to connect with you privately!😐
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