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With continuous increases for services that always stayed the same, with poor customer service, and devices that were always defective, I decided to leave AT&T after 6 long years and go to Verizon, this was in early November. I go to the local Verizon store (zip code: 13815), I speak to a member by the name of Chrisitian! I was interested in getting the Iphone 6s Plus, unfortunately they were out of stock, but he said I can contact Verizon via phone and swap the phone within 14 days! As we proceeded he suggested the Iphone 6s temporarily, before giving him any further information and asked if Verizon does a credit check, and if so is it a hard pull or soft pull on my credit report, he tells me its a soft pull credit check and it wouldn't affect my credit score. I went ahead and completed my purchase! Later on that evening I contacted Verizon via phone, so I can swap out the phone, the CSR put me on hold, just to come back and tell me it was impossible to trade over the phone! In the mist of everything I received a notice from Equifax, Verizon conducted a hard pull on m credit report, I was livid. I contacted Verizon via phone that same day (11/7/15), just to be told there was nothing they can do. I contacted yet again and spoke to a supervisor, still nothing they can do. I asked about swapping phones with this supervisor, he stated it couldn't be done via phone, but suggested I go into a corporate store the following day to swap out the phone, the corporate store was an hour away. The following day I took the trip to the corporate store just to be told they couldn't do anything because I went to a retail store, I was livid. Here the manger I spoke to the night before gave me the wrong information! I had to drive back to 13185, which took me an hour, return the device, than drive back to Oneonta to complete the purchase. These misinformed Verizon workers: conducted a hard inquiry without authorization, told me I can trade the phone over the phone, directed me to a store that wouldn't do a trade in; made my drive 4 hours to resolve the issue; several managers that I spoke to were suppose to call me back, but never did! With no progress I decided to contact Verizon via FB on 11/27 (FB states replies usually occur within one hour), with no response until 12/9 when I FB them again. This is really not a way to do business, especially a new customer coming from one your competitors.
Verizon FB message: