I am very disappointed with the customer service I have received from Verizon. I have had nothing but trouble since trading in my phone on an early upgrade. My phone was first lost by UPS - not Verizon’s fault but ever since this has been a nightmare equaling up to over 5 hours on the phone trying to correct the problem. I received a bill charging me for a device I had not received and a claim with UPS and Verizon verifying phone was lost and never delivered. Multiple phone calls, chats and in person visits begging for help to correct all of this. I did reach Amy one day and after two hours of exceptional customer service, I thought my phone problem was resolved. Unfortunately, it was not and three weeks later, I reached a representative today had to explain the situation for the 15th time, I was supposed to be connected with a supervisor , the call ended and Verizon made no attempt to call me back. I waited 15 minutes, called and had to go through this all again and was told I would immediate receive a call back and it’s been over an hour with no call. I have been extremely kind to each representative I’ve spoken to because this is not their fault but I am stuck in a limbo of never ending answers and after 11 years of exceptional service with Verizon, I am extremely disappointed today. If I had the option of just going back to my previous phone and completely cancelling this order, I would but I have been told that it’s too late to do that and I get a different answer every time I speak with someone.
Sorry to hear of your experience. Sadly, you're not alone, as Verizon hasn't been helped by outsourcing the bulk of customer service overseas a few years ago. My suggestion would be to search for outside sources of help (we're not allowed to discuss it in the forums further for obvious reasons).
First and foremost, we appreciate your 11+ years of service with us, Leelee10. I regret to learn that this is still an ongoing issue after reaching out for help so many times, and I am here to help turn this experience around. Nothing sours a new phone experience quite like an unresolved issue like this. I'll need account access to assist, so please be on the lookout for a private message from me.
-Joseph
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