Horrible Service

[N4Yztax8]

Wish I would never considered Verizon.
I was planning to buy iPhone 12 Pro Max as pre-order. On the beginning of the November I have gotten email from Verizon advertising new phone and super promotions: Buy one and get $800 another one and 250$ as new line visa card.
On the day of the preorder (11-6) I have purchased 2 new iPhones 12 Pro and filled up transfer forms. There ware issues preordering, and I was chatting with rep for over 2 hours. Total bill was 240.50$ for taxes.
11-13 - Ten minutes after I receive one of my 2 pre-order phones, I get bill in my mailbox for $169.43 Bill is for 11/10 - 12/09 (Plan $90, Device1 $50.22, Activation - $20 + taxes) Bill is for 11/10 - 12/09. I spend 4 hours on the call trying to figure out why is Verizon charged for device service plan before it is activated, and still in the mail. All I get from the customer service is: ohh we charge for 1 month ahead.
11-16 - I call in to activate 1 line, getting round around via customer service and finally after 3 hang up calls, got activation department to activate my phone for the first line. 3 hours on call.
11-16 - As soon as second Device arrives I get email with second bill for $499.74 Bill is for 11/13 - 12/12 (169.43 unpaid balance, Plan1 $80, Device1 $49.22, Plan2 $90, Device2 $58.33, Activation - $20 + taxes). I call and spend next 6 hours on hold, finally getting on chat and spending next another 2 hours trying to get first bill and getting only $80 off, due to same billing period.
11-20 Calling to customer service to figure out why do I still not received my $80 credit to account, spend on the call/hold 4 hours, getting to billing, that hangs up 2 consecutive times. When I finally get a person, she tells me that she sees lots of credit on my account and she will call me back on 11/27 at 10 am to confirm that all billing is fixed.....
11/27 - I never receive call.
11/28 - call Verizon customer service. Spend 3 hours on the call/hold trying to see where are my credits. I ask for Manager, they put me on hold, then immediately hand up.
11/29 - call Verizon again, ask for customer service, as soon as I get customer service I ask for manager, they try to resolve the issue but I'm done talking to lower level, got put on hold and hang up. 2 hours on call/hold
12/15 - Get new bill. It has no credits for AutoPay, only 2 credits for second device payment, and my Activation charges still not reimbursed. Calling Verizon customer service. 2.5 hours on the phone, explain the issue to billing. Absolutely rude customer service person states that all my billing is correct and I get all appropriate adjustments. I ask for Manager, he puts me on hold for 1 min, then I get hang up. I call back, spend another 40 min on hold, get billing again, staring ask for manager, they refuse, I ask for appropriate overcharge return, they spend 30 min trying to figure out solution, then tell me that they will transfer to the manager. Finally manager get on the phone call. I spend another 10 min explaining whole fiasco since the beginning, and tell her that $150 is all I'm asking for to return to me for them overcharging and my over 30+HR of calls. She gives me $40 off for activation charges and states that there will be no other adjustments, and that she is happy to have me as a customer with them. I ask about my $250 rebate for new line, and she tells me that she needs to do extra work and will call me back in 2 hours........ 6 hours later... no call.
I have never experienced this king of disregard for the customer.
Since 11/6 I have Paid Verizon $562 for 29 days of service and 30+ hours of Customer service heck on the phone.

[vzw_customer_support]

N4Yztax8, we can definitely understand why you would be frustrated. We would be more than happy to look at this for you. To do this, we need to access your account and that needs to be done in private for your security and privacy. Please respond back to us in Private and we will work with you one-on-one to resolve all this. - ErichC_VZW

[N4Yztax8]

That would be great, with the exception of, there is no way to respond in private. I click reply... there is no private option. Another horrible interface. 🙂 wow, I though I could not get more frustrated, but here we go.  

[N4Yztax8]

Have to repost this, because my edit time has run out. Can you make interface more frustrating?

"

That would be great, with the exception of, there is no way to respond in private. I click reply... there is no private option. Another horrible interface.

After about 20 min, figure it out..... You must be signed in, and then navigate to this forum (witch by the way is not showing up under support page ), then click reply, then click, representative name, then send private message..... 

"

[N4Yztax8]

Posting here since I have reached the limit on the amount of Private messages I can send ?????? 

Ok, looks like you paper does not state this. So Chat representative lied to me. Carefully reading all footnotes on your paper I found: 

Get an iPhone 12 Pro Max or iPhone 12 Pro on us when you switch to Verizon, start a new service, or add a new line combined with the purchase of an iPhone 12 Pro Max or iPhone 12 Pro. Both lines must be on a Get More Unlimited plan9.

5G Ultra Wideband available only in parts of select cities. 5G Nationwide available in 1800+ cities. $1099.99 device payment purchase on Get More Unlimited plan per phone w/ 1 new smartphone line req’d. 2nd phone: Less $1100 promo credit applied to account over 24/30 mos.; promo credit ends if eligibility req’s are no longer met; 0% APR.

NOW, looking at my billing I get only $800 on my second phone in credits:

408-207-7742

Play More Unlimited 5G UW (Dec 13 - Jan 12) $80.00
Device payment 3 of 24 ($1,199.99/24mo)
$1,049.79 remaining after this month (Agreement 1434923619)
$49.99
Device Promo - Get 1 of 24 -$33.41
Device Promo - Get 2 of 24 -$33.33

24 x 33.33 = 799.92

[vzw_customer_support]

It's extremely important for us that you are properly informed about the charges and credits on your account. Although it's great to see you were able to find the requirements for the promotion you were inquiring about, we will be more than happy to clarify any additional questions or concerns you might  currently have. We contacted you via a Private Note to continue assisting you.
GeovannJ_VZW

[N4Yztax8 · Accepted solution]

This is no longer private matter, your customer service and this Private messaging is not resolving any issues. All I’m getting are constant lies, and run around. 
I have filed official complaint to BBB.

Also, will take this matter to the news agencies, since I have voice recording of all of my multiple hours holds and customer service lies. 
Verizon, you are worst service I have expected in my life time. 

[9wood]

Very typical of them to hang up as they know nothing will happen to them manager or supervisor just ignore you as well seems other have same situation and appears that answer to same question or issue depends on who you ask and if challenge why different or whatever you get the other person was mistakenly wrong i.e made up reply 

[oyzh123]

I prepared a doc about my similar experience as yours:

https://drive.google.com/file/d/1FtUh7oHShN19KhTAGAJqCRKLyrTAx4eL/view?usp=sharing

[vzw_customer_support]

Hello oyzh123,

We always want the best experience for our customers. We are always here to help. We aren't able to open an external link to your Google Drive. What concerns are you having about your service?

ChristopherM_VZW

[MJ1961]

I too have had horrible service from Verizon.  I ordered two iPhone 12 pro on 1/11/21 using their chat feature for help.  I said I needed both ones, in two days, one in blue and one black phone.  The agent assured me and I asked multiple times if they were in stock.  Received an affirmative yes.  They agent place the order.  Said they need payment that day and gave me estimated payment moving forward.  The order was placed and a receipt was sent.  I reviewed the receipt and found that the order was incorrect.  Both phones were the same color.  I texted back within 10 minutes because the session had not ended.  I explained the error and was told they were sales and I had to call service when they opened  the following day to correct.  

The following day comes and I am told the waiting time is 5 to 6 minutes.  It was more like 20. I finally get an Agent Austin who after 15 minute of long silences tell me he can’t cancel the order.  It “might” be gone.  He says I must get the phones send them back and then they can send me the correct one.  I tell him I will send back, but don’t want to further postpone, getting the correct phone out, as our phones are not holding any charges.  I explain that he should review the transcribed chat log and can see this was not my error.  I ask him to escalate the call to his manager he says he can’t.  He put me on a number of more long holds and silences and comes back and says he can send me to another dept - Activations that can cancel.  I ask how I can get the correct phone and he say I will need to place another order with “them”. By now we have been on the phone for 1 hr and 3 minutes.  I tell him ok but want him to stay on because I don’t want to go through this all over and no one can assist.  He tells me he can “try” and has explained everything to the dept he is transferring me to.  He says he can only be on a conference call for 3 minutes. He transfer me and is gone!  

Pitched me right over the fence to another agent who has no idea what is happening.  I explain again.  This agent in Activations Steve claims he understand says he will try to cancel. After 35 minutes he tell me he can’t cancel and is trying to call service again.  

Needless to say after 54 minutes and much aggravation I ask if he can have someone call me back.  He says he can only put notes in the system.  

I am trying to understand, I place an order I pay for it. Sales places the order incorrectly I can’t cancel it in less than 10 minutes. I called back the next day, they tell me they can’t cancel the order and I need to wait until it comes in then and they can send me the correct phone, which I ordered in the first place.  Get transferred to someone else who can’t help me, nor will they escalate or give me the name of someone who can.  However they can put notes on the system about my problem just in case some stubbles upon my issue later.  As a loyal customer I am at a loss, appalled.  

I then ask to cancel my account with Verizon, Because at this point I have nothing to lose and may as well go back to Sprint or try AT&T or any provider.  I am not under contract and the service can be no worse than what I am receiving.  I am told that department doesn’t handle this and if he is able to get service to answer they can do this.  What????  I am confused and very upset.  

How do I cancel service, get my money back and never have to deal with Verizon and their poorly trained agents again?   Verizon does an excellent job on allowing customer to make payment very easily and as painless as possible.  However when it comes to a real problem everyone seems to be at a loss on how to resolve without making Verizon’s error become the customers nightmare.  

Who can make this right without me having to get my credit company involved with reversing payment for merchandise I don’t have.  That Nor at this point want?  

Ms Jones 

[vzw_customer_support]

MJ1961-

I am very sorry about the experience with your online order. I want to do everything I can to help and save you from leaving us. Please respond to my Private Note.

-CarmenT_VZW

[Julieramir]

I hate verizon!!!!! They can never help me with anything! Drove 40 minutes to the corporate store so I wouldn’t have to deal with anyone on the phone because they can never help me out. Just to find out that I was never getting the teacher discount.I stay on the line for over 1 hour just to be transferred and have to explain everything all over again. Just so she can tell me that she can’t help me. I hate verizon so so much. Ive been with them for over ten years and I’m trying to convince my family to leave this horrible company. Oh and the employees hear your frustration on the phone and crying and all they do is yell at you!!!!

[vzw_customer_support]

That sounds like a pretty frustrating experience. I would like a chance to turn this around. Are you set up for getting the teacher discount now?

-NoahS_VZW