Subpar customer service
GGP-SD
Newbie

We upgraded my son’s phone in December and specifically asked if the e-sim can be unlocked without any issues because my son is traveling to New Zealand and uses another line.  Quick answer  was yes. Fast forward to Jan 22 and they’re claiming it’s a 60 day hold  before it can be opened and the only option to open the device was to buy it out—- which I did. This is after being on hold for several days, being given wrong information upon wrong information. My son’s e-sim, was supposed to be opened this Sunday 1/28. Was on hold for an hours in the AM and PM and now being told that they can’t do anything until February 13. 
There’s a reason we’ve been with Verizon for all these years. That reason is no longer there. It seems that customer feedback no longer holds value for this organization. I’ll put this out there if by some weird luck, someone from Verizon bothers to check these forums. I believe it’s time to find another service provider.

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vzw_customer_support
Customer Service Rep

The last thing we would want to see is for you to leave us, GGP-SD. I know how important it would be for me to have my device unlocked so that I could use it during a trip. You certainly deserve accurate information when you reach out for help, so I wanted to start there. You can view our device unlocking requirements here: https://www.verizon.com/support/device-locking-faqs/#locking-policy

While I cannot promise we have more steps we can take, we definitely don't want to leave any stone unturned so that your son can enjoy his trip without worry. If he plans to use Verizon International services while he travels, his device doesn't need to be unlocked. If he was planning to use another local carrier while in New Zealand, it would. So that we can better assist, please be on the lookout for a private message from us.

-Joseph

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