Experience with Verizon

[mhaic09]

I would like to share my overall experience with Verizon ever since we switch.  Last October 2024 when we switch with Verizon and I can say that I'm not really pleased about it.  First, when I ordered my husband's iPhone 16 Pro , Apple Watch and switch my own phone to their plan it took 8 hours to successfully completed online.  Second,  my ordered didn't arrived in the same package after 2 days,  that I have to call customer service because it might have problems with my ordered but on my email notification says iPhone 16 Pro and Apple Watch.  So, customer service rep can not explain what happened  with my order. So he ordered an iPhone 15 for compensation (temporary)  and I can pick up  within  1 hour . Few  minutes after it was successfully ordered,  another delivery guy in my doorstep and it was the iPhone 16 Pro with different tracking number that  I'm not aware of.  Third,  phone number transport with my husband's number was difficult too. They have to create a different number (temporary what they said) to transport his number.  Fourth,  the BILLING was a disaster (I sign up for paperless and I'm still receiving paper bills with different amount in my account online).  Because they create a temporary number for my husband's to transport his old number, they forgot to attached a file that the iPhone 16 pro is monthly payment basis but they charged my bank of $981. 11 .  Of course, I called customer service and they connect me with financial services department,  billing and etc..  I talked to different  customer service representative and gave me false hopes.  They told me that it will be credit back in my account , fix my billing ,  attached that documents that the iPhone 16 pro is monthly payment.  It's been 2 weeks and nothing changes .  I called my bank to reverse the payment and now it's an open case and I have to submit some documents to support my claims.  And ever since I called Verizon customer service about the billing for that iPhone 16 pro  which they told me that they correct already I can't log in on my verizon apps .  I also mentioned that to the customer service and they said they will fix it.   But NOTHING happened .  Now, I'm still receiving email that if I don't pay the full amount $981.11 ,  the phone will be disconnected.  This just shows that documentation and calling verizon customer service is waste of time ( literally talked to them more than hours).  Lastly,  $200 credit when you switch to verizon is a pain.  Nobody explained that it has timeline for rebate and you have to call them to tell that.  They said in their website after 2 months but hey if you don't  follow up it's gone in the air.  One  customer service rep told me " You think the company would just give that $200 credit easily?" and I told him well if that's the case that's " False advertisement".  He said I can gave you $200 compensation for one phone  because it lapsed already the timeline for the rebate.  For the last few weeks I've been calling the customer service and told them that, one person add another $200 credit because to compensate for their faults.  Same company, different customer service, different ways to handled calls,  no uniformity  to solve  customer service problems.  I hope my BILLING will get fix and I can access with my right account.  I hope through this I can get the attention of the right department and right people to solve this.  I've been so patience  all throughout my conversation with customer service rep but nothing was resolve.  

[Torbag]

It has been a train wreck since I switched, was promised $200 rebate for each of the 3 lines. Never to be seen even after the costumer service representative said I will get an email in 48h. The messed up my account doing a promo protection and now I lost my promos. Worst thing is that after 2 hours on the phone today, the representative just hang up after having me on hold for 15min. I’m filing a complaint with the FCC. And I will be switching back to T-mobile.

[vzw_customer_support]

We're sorry to read about your experience and we want to help you out with your concerns. Did you submit the rebates on our site? ~Peter

[Torbag]

I was never told to submit anything, the customer service representative assured me that he submitted a ticket for it and I will get an email in 48H.

[vzw_customer_support]

Gotcha, thank you for clarifying. We definitely want to dive deeper into your account. I'll be sending a Private Message so that we can collect more account details. 

-Necia