As stated above, we've been with Verizon for 18 years. Never in those 18 years have I seen such a massive failure in customer service as we have in the last year.
Quick facts for those that don't want to get into the specifics:
We requested an upgrade to replace a phone that was acting up.
The new phone arrived, but wasn't able to be activated because it was somehow connected to a different person's account.
We went to the Verizon store. They told us to call customer service. We did that, received the return label and cancelled the upgrade because the phone started working again.
Cust Svc told us the bill would reflect this update within 60 days. We checked at 60 and 90 days and it was still wrong. We reached out again and were told the mistake would be corrected. Meanwhile, they're still charging us for the upgraded phone we never activated.
We noticed in January 2025 that we were still paying for the returned phone that was never activated. We've now paid over $400 towards a phone we never kept.
Between me and my wife, we've logged over 15 hours each on the phone with cust svc since January. Every time we call, we get a new rep that promises to fix the problem. Unfortunately, none have been successful. This most recent round of calls - the agent told me he submitted the request to his manager and I would receive an email confirmation in 48 hours. Shockingly, 72 hours later there was still no email. I called again and told the agent I wanted a supervisor, as none of the agents have been able to help. She was very unwilling to connect us to a supervisor, so I told her I was not willing to speak with her any more and I would only speak to a supervisor.
Then Gilbert (the alleged supervisor) joined the call. I explained it to him and he tried to make sense of what had been done by the previous agents. I became irritated when he informed me there were no notes and nothing was done from the most recent call. Gilbert also found my frustration amusing, which was the last straw for me.
I've been trying for over a year to get back $411 that verizon charged me for a phone we never activated. Every time we call, we get the same canned "I'm sorry you are having this experience." They don't care and have no intention of fixing it.
We reviewed our bill for the last 24 months and made a detailed spread sheet that shows what a mess they've made of our account and how hard it is to understand what's been done. From our end, we've done nothing that should have driven any change in the amount owed.
Then we found this forum and it seems others are having the exact same problem. So clearly Verizon has an issue that needs resolution. We've started shopping around to other carriers and will be departing after 18 years.
Situation resolved! We reached out to the corporate resolution line and it was resolved the same day. Thank you!
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