Verizon customer service store.

[wzhang42]

I am just try to pay the remaining balance for my device on 4/20 at CA store.

It should not be hard as we r paying Verizon.  Instead of ask Verizon to pay us.

However the customer service is horrible.  The rep told me device pay out has to be in cash. OK I got it. It is not convenient but ok to do it. I go home and return back with cash. Everything seems ok. But the manager just abruptly stopped transaction and refuse me from paying money to Verizon!!.  he refused any help and stated I have to wait until may. However I explained that is the reason I come to store as the Verizon policy stated new device within 30days only can be paid in store. However  the manager refuse to review Verizon policy,  refuse to explain his policy. Despite his team asked me go home got cash to pay already.   Horrible place. We are Verizon customers for many decades.  The ridiculous level is above the level of common sense.  

[wzhang42]

Double checked with many online rep and phone rep. and get confirmed that it can only be done at store. 

However, if the store manager refuse to be compliant with the writtenverizon policy, who is going to help customer? There is no way we can ask  online rep to tutor the physical store manager. There is no platform for us to file a compliant against the store manger.  Store manager can just become the king of their own kindom and refuses all customer services based on personal preference instead of verizon policy.  

[vzw_customer_support]

Hey there, Wzhang42, thank you for bringing this to our attention. If you are visiting a corporate Verizon store, they should absolutely be able to assist you with making a payment, especially if your account is on a cash-only position like your picture shows. I would advise giving Customer Service a call if you're at a store and something like this happens, so it can properly be made known.

*Matthew

[wzhang42]

if you are on my shoes, you will know verizon doses not have any regulation to the verizon  corporate Verizon store. I called customer service immediately, the only reponse is it must be done at store. 

I go online chat with rep, and response is the same it can only be done at store. 

I ask to make a formal complaint via phone call and online chat, no one can help. as it is not availaible at verizon. 

I ask to make a formal compliant at store, but no one care. store manager is not going to file for himself. 

It seems like verizon is trying to help hiding those wrongful doing, and does not have the will to fix the tumor that exists.  

Looks like the only place to file the complaint is BBB.  Verizon seems not intersted in solving those known issue directly.