Customer service issue
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Stay away from Verizon at all costs or it will cost you thousands of dollars! August 2024, our Verizon account was hacked- the hacker once in my phone was able to access ALL of my information. The hacker disabled my phone, purchased a new one and added a line, copied all of my information and was able to access all of my personal information! I wasnโt aware of the severity of the situation until Labor Day. I went into our local store and explained I couldnโt make phone calls, send text messages or log into any social media programs. I have 3 small children and if there had been an emergency I would have had no contact to the outside world. The person at the store was unable to assist me as I was no longer the account holder, neither was my husband, they couldnโt help me and explained that I would have to contact customer service the next business day. We did just that, and they created a new E-sim. But this didnโt fix the issue, the person who hacked the account was able to reverse that action. We were instructed to factory reset the phone and try again. We did, we called again and were given another new E-sim. And again the hacker reversed this. We went to the nearest corporate store 40 minutes away, their advice was to pay off the device and get a new phone and number. We pay for insurance. Hacking isnโt covered and we would be responsible for paying off the device and purchasing a new device. I thought that was unacceptable. We have been a customer of Verizon for several years. We came back home contacted customer service and the representative told us that a new device should be purchased, they spoke to a supervisor who waived the charges of the old device- because of the nature of what was going on with the phone, the representative told me I could go to my local store, even though it wasnโt a corporate location, they would be able to see the notes, they would take back the phone and replace it. I would need to pay for activation and set a new agreement for the new line. I agreed. I went into the local store, where I was told they could not see any of the notes and they would not be able to complete the task. They contacted customer service and allowed me to speak to them , because I had been removed as the account manager they wouldnโt speak to me. The representative at the store wanted to look at the phone, I obliged and he said hereโs your problem you have 10 internet tabs open (all that were googling different fixes for the problem at hand) I disagreed with him and he asked me if I had worked for Verizon for 10 years like he had? I said no! He said well then you couldnโt possibly understand what those tabs are doing in the background. At this point we are up to 8 days of no service and no resolution. I called customer service again and finally got someone who understood what needed to be done. I was on the phone with this representative for 8 hours. He assured me he was putting in very extensive notes. He was going to ship out a new phone, the cost of the old phone would be waived, I would need to send the device back , as a courtesy he was going to waive the activation fee and assured I would not accumulate any late fees. The police needed the phone for their investigation, the new phone was received and I activated it. It was now middle of September, the phone was returned to me end of September, I contacted customer service to let them know I needed a box and a label to return the device they told me they would mail it out and it would take 7- 10 business days. I received nothing, I checked with my neighbors and even checked with the post office, nothing. I contacted customer service again requested a box and a label and was told again 7-10 business days, I verified the address they had on file. 10 business days and no box. Halloween, I tried contacting a friend and was sent to financial services for a past due amount. I was unable to speak to a customer service representative until I paid the balance. So I paid it and spoke to customer service and asked them to look at the detailed notes this call lasted almost the entirety of trick - or -treating with my small children. She credited the amount back to my bank account and assured me this wouldnโt happen again and she would send out another box and label. It was not resolved. November 15th still hadnโt received anything but still had the balance on my account. I contacted customer service and spoke to someone who was going to send out another box and label and there was a credit applied to our account as she could see that we were not responsible for the price of the old device and the late charges and the activation fees. But in order for them to take the hold off the account I had to make a payment arrangement which they assured me wouldnโt go through because I was not responsible for the payment. I had to make yet another payment to speak to customer service after returning the corporate store which was no help. When I spoke to customer service to ask to have the now 1200 put back into my account I was told that no representative ever mentioned sending me a box or label. The representative that I spoke to also said they would not refund my money until the device is returned even though that I was told not to pay that amount. The representative assured me I should believe her and trust that they would refund the money but it may take until January 6th, and the money would be posted to my Verizon account.
the moral of my experience is, go to any other cell phone company, Verizon will drain your bank account and not take responsibility for their incompetence.
