I ordered a phone last month that never shipped. According to eight associates, its cancelled and I will be reimbursed in 24 hours for the phone. It's now going on three weeks and a dozen calls to get no resolution. I keep getting the same answers and cannot get it escalated to anyone who can resolve it. I went to the Verizon store and they put a request in for a manger to call and resolve it with it. I got just a representative who then had to escalate to a manger. After being on hold for more than thirty minutes she came back and stated it has to go to tech for support. I've already spoken to them and "rest assured, I will be reimbursed in 24 hours" is the message they gave me three times last week. Now they said it needs another escalation and they would transfer me only to hang up on me and no call back. I'm ready to take all my devices and go to another provider. After almost a decade with Verizon, I have no reason to stay with them and will look into seeking legal action to resolve is necessary. If I was late for a payment, they'd shut me off but its Ok to block my account for any modifications and keep my money for their error. Unacceptable.
We're here to help with your concern. Was this ordered at a store or through our site? ~Peter
Order was on the site not the store. I now have it in writing via 3 different communications it was resolved and would be "24 hours before I was refunded" . Never happened. Then was told in writing that an adjustment would be made to my account on Oct 7. Never happened. Account is still locked from any changes due a required activation of a phone order you cancelled and never shipped.
I've filled a complaint with the BBB. I feel I have no choice but to go to another company at this point. That's 6 devices I have carried with you and have been a customer for almost a decade. I had planned to add two more lines but will not even consider it now. This is your error that you created and not a single person can fix it. So it appears the only fix is to close the account and go elsewhere because I cannot use anything for more than 3 weeks now. I've been far too patient.
We hate to hear of your frustrating journey to this point and glad you reached out again here. We sent a message but did not gt a reply. We are fully equipped to answer any questions about orders, billing and more. Please reply to the following private message, we can get started with more detail!
-Deb
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