Not receiving calls

[Jmillar1123]

My iPhone has not been able to receive all incoming calls. I went through all of the trouble shooting steps. Verizon said I needed a new phone. The new phone does this as well. Tech support says it needs a factory reset because something was downloaded and it created a software issue. They also said I did NOT need a new phone which in the end will cost me an extra $300 with cost of new phone, new chargers, adapters, case, screen protectors, activation fees. Anyone else with this same issue? How was it resolved? I heard this happening to at least 4 other Verizon users in our area. 

customer service has been horrendous. I have spoken with approximately 18 different representatives which have left me with empty promises. Issues have been:

claiming I needed a new phone which I did not  

provided me with minimal trouble shooting options before saying I need a new phone  

problems with ordering the new phone  they said it was ordered and it was not  

did not process it as a trade in which no shipping label was sent. They claim I owe payments on two phones, one which they have in their possession 

multiple times I called to request a shipping label and one was finally sent days before the trade was due (30 days)

Old phone is currently lost at a Verizon facility because Verizon sent the wrong address on the shipping label- tracking number says it has been received   I did include my name, phone number, model phone, color, EIN number inside the box.

multiple billing issues- I moved one of our lines to another provider and Verizon is still charging for that line  

Verizon email offered us $20 off per line- I called an a representative applied it to the account and gave me an estimate of the next bill  that promo has not been applied to next months bill when I review it on the Verizon app

a supervisor was going to review my account and get back to me- never did  

The list goes on! 

[vzw_customer_support]

Hello Jmillar1123, we're sorry to learn you're having issues with our promotion. We will be sending you a private message to further assist. 

~Ivone

[vzw_customer_support · Accepted solution]

We're truly sorry you had trouble with your phone and that your concerns were unresolved even after reaching out to us for support. We had sent a Private Message to continue the discussion related to your device and billing concerns. Because these concerns are specific to an individual account, we will need to continue in Private Message to help sort this out for you. Please contact us if you still need help.

~Izzy