A month and a half of runaround in Cheektowaga (Buffalo), NY

[DET66]

I’ve been with Verizon for 2 years now without any big issues—until now. Mid-September, my employment situation has drastically changed for the worst, for me. Unfortunately, I had to keep changing my payment arrangements because of it, and still wasn’t able to cancel, even if I had one more day to change it. Trying to speak to an agent is like pulling teeth. I had issues with my phone and had to take it to Apple to get fixed. I was given a loaner and was informed to take it to a store to get activated. I get to the Walden Avenue store, and the lady representative who serviced me was extremely dismissive and rude. She didn’t even bother trying to explain whatever new policy you have about no longer transferring service to another device without bills being current and paid. She said, “we can’t do that. Verizon is cracking down on that. It’s the new rule, sorry.” Luckily, my watch and my iPad still had efficient service so I could continue with my business. Some time later, I needed up adding a business line to my account. Ever since the phone got fixed, I wasn’t able to do anything without WiFi and I believe I used all my hotspot GBs. I called Sunday morning, 8am, to customer service and explained my situation. After all of the things I wasn’t able to accomplish, I was almost able to pay a portion of the past due balance to save my account from being turned off. Then I was told to contact Financial Services to make that payment. Ok, around 8:45am, I called financial services about my account, had to explain—again—my dilemma with the phone and my employment situation, and the young lady gave me the same situation. So I didn’t understand why your company would refuse any kind of payment from a customer. I thought you all would be willing to work with me on that, but I thought wrong. When I threatened to pay when I can then move to another company, they young lady decided to get a supervisor. This time, the rep seemed nice, he didn’t take any payment from me either, but told me I had a 2 day grace period before service disruption. Like that helps. But he was nice enough to send me to a tech support rep named Jessica to help with my phone not being able to send texts. I was able to get phone calls on my watch and FaceTime on my iPad, but that was it. For 30+ days!  After an hour and a half, I was told to go to a store to activate the eSims. She makes the appointment, hours later I show up at the Transit Rd location. It took those 3 gentlemen—manager and 2 employees, a little less than 12 minutes to get my phone working the way it was supposed to. They were even willing to work with me financially but they only had a few minutes before they closed. I will continue to go to them because I’ve been met with great customer service, kindness, patience and promptness. Unfortunately, I guess I won’t get anymore time to keep my service so tomorrow will be a very horrible day. But I wanted to inform you that the Transit Rd location is where it’s at. They were top notch. Too bad I can’t just make payments on my account the way I would like. It would be like $150 here, next payment $125, something like that. It would’ve been more than $25-30 I assure you. I would’ve like, too, to get a survey after my visit, but they had no record of my appointment and I received the email reminding me of that appt. 

[vzw_customer_support]

DET66 Thank you for reaching out. The experience you have had with everyone before the store is not what we want. I will be sending you a PM and we can discuss this further. -Harry