Service

[Jw1218]

I switched from att about a year ago. I recently upgraded my phone to the iPhone 15 plus. I’ve never received such  poor  service. Within 24 hours of having my new upgrade my phone went into sos mode and I was not able to receive or make calls. I called customer support multiple times. They tried to troubleshoot the phone change e-sims and reset network settings. There are extensive notes in my account because I called in literally every other day while having to go without a working phone. I do real estate and my phone is how my company is ran. I traveled to Texas with a phone without service. I even went into a Verizon store in Texas. I returned home and called in again for the 100th time. I was then told my phone was deemed defective and to go into the store for a replacement. I went to the corporate store in Mesa Az on Val-vista where I was helped by Anthony. Anthony pulls up my account and tells me that since I have a past due balance on the account with an existing payment arrangement I wasn’t able to exchange my phone. I explained to Anthony that I was not on a payment arrangement when I received the phone and how is it my fault I received a defective phone. Anthony called customer support and got a supervisor who attempted to lift the red notes off my account so the exchange can be done. She said  couldn’t do but assured us a different department could do it. We were passed around to literally 10 different people with the same outcome. Anthony went above and beyond to call apple and set up an appointment for me to take my phone in and get some type of help. I took my phone to Apple where I was told it’s not the phone it’s the service. My line was connected to 2 e-sims I leave Apple and call customer support AGAIN! Of course I went through all the same steps to get the same result. Phone still going into sos mode and not being able to make or receive calls. I paid my payment and went back into the store to replace my device. I don’t understand how I have to pay for service on a phone that wasn’t working but couldn’t be replaced. Anthony went above and beyond to help me and I’m so thankful for his efforts. Verizon as a company is very dissatisfying and I regret switching from att. Poor service dropped calls and defective devices and the customer is left with no solution just oh well. What if I couldn’t pay my bill within the 30 days of having the phone then I would have been out of luck and the company could care less. Then the audacity for Verizon to keep offering me home internet I barely want to continue my phone service. I reached out to chat where I was told to share my complaint in this forum