File a complaint

[jaybirdgirl04]

Buckle Up this is a  long vent and I’m begging for a resolution to speak with a Live Person that is a Supervisor over Customer Support Supervisors!  As a great mom I did the Christmas promo for IPhone trade-ins for our Samsungs. Ok within 30 days I was supposed to turn in old phones. January 2nd death in the family in another state had to stay funeral .. settle estate., clear house very overwhelming returned home middle of February. Looked over and see the phones..I call in.. rep says nothing we can do..

Bills start rolling in. $500+ every two weeks I  can’t keep up I’m paying for phones not services but phones I’m late they cut them off I gotta get them back on charged reconnect ion fees .. I’m drowning! So in tears this service rep listens to me and says hey that rep was wrong you can turn in those phones and get the same promo! What!! Yes you can .. get them..clean off the info and get them in as soon as we receive them we will credit the account and you can breathe! 
Im ecstatic okay I get the phones go online and try to initiate the trade in.. would only work for one. Call in explain the situation customer service goes nope .. I say yep.. look at the notes .. we can’t see notes.. I do this dance for a month and I’m still paying and behind! Finally get this wonderful Service Rep Supervisor who reads and listens and does the trade-in label for me! Woo hoo I’m back in business.

Get to UPS one barcode is expired.. here we go finally I get another rep who overrides and send a new barcode. Side Note: I have to explain everything every time I call from start to where I am.. I get hit with the policy, you need to pay what you owe., then they listen and read and then we are moving again.
Do as I’m told mail the phones call and provide the tracking numbers and we will submit the ticket to add the ORIGINAL Promotion and review bill for any credit removing the late and reconnecting fees.. Woo hoo!
Heres where things go downhill FAST.. my bill is inaccurate so the Customer Support Supervisor says Im going to put in a promise to pay for this months bill which by the time it becomes due your account should be credited. I’m told to pay $300 on the1st of the month which will break the promise to pay. Ok I do it.. my $300 posts but the Promise to Pay of $640 also posts! So in one hour I’m out of $940!! Yep that happened. I’m frantic my bill was only $528 but with the late fees and reconnections it was higher. I called frantic explaining what I was told to do.. Customer Service doesn’t believe me and says there is nothing they can do because my bill was behind .. I explained it was TWO BACK TO BACK TRANSACTIONS…that was bill money why would I pay over what was due. What saved me..the promise to pay was submitted by a Supervisor. Whew okay..we will put in a refund for your $640 give it four days! Four days come and go and guess what happens 4 days later my service is disrupted because I owed $124 .. so within seven days I have paid over $1000. I call and call and call.. finally a Customer Support Supervisor sees what happened and AGAIN submits a refund request and said the last one was denied because you have a balance? Huh? I will always have a balance. So the solution was we will move your balance due out so the bot can’t see it and process the refund! Yep sounds great! I wait and wait.. and wait. Nothing call back tell the ENTIRE STORY AGAIN.. same resolution and I wait!
Then I get a CUSTOMER SERVICE SUPERVISOR.. who decides you don’t get a refund all the money YOU THINK YOU ARE OWED will be added to your bill. Huh? Umm no wrong answer. Sorry that’s the only answer you turned the phones in late.. policy is you don’t get the promotion and only get the face value of the phones. END OF STORY., she proceeded to say there were no notes on my account no ticket was EVER submitted so we won’t be considering this subject again this is the resolution is FINAL oh and your services will be interrupted if you don’t pay your bill.. huh why would I pay a bill that has not been corrected that is not what I owe. My late fees were to be waived along with reconnection fees.. I don’t see any of that in your notes., I have screenshots! .. I’m told she is submitting it and closing my case! 

I’ve been a LOYAL CUSTOMER FOR 19yrs ! Diffrent countries different states..always Team Verizon..Never in my entire time of service have I been treated so horribly! I have kept my cool through this ENTIRE ordeal only to be told we messed up sorry for your luck we keeping your money...your phones...no promotion and we will credit your bill monthly.. oh it will take TWO BILLING CYCLES for that so continue to pay your outlandish bill until it kicks in.. but it won’t be a great difference because your trade ins meant nothing.,
Yes I lost it! Yes I used a lot of profanity and told her to send my case higher. You don’t tell a customer flat out we messed up and you gotta take the L no way!! I want to speak with someone higher than you. No sorry you cannot do it I can send a ticket but your wasting your time and delaying your bill review..you just need to prepare to start paying your bill on time.. you’ve been late for MONTHS..(Extremely condescending) Your coworkers slid the dates and told me to delay and they would take care of all late disconnection fees...she actually laughs..and says AGAIN there  is no record of that .. So I made it up I'm a liar!!?!! But all movement has been done by SUPERVISORS. It’s recorded I’ve screenshot the thousands of calls. There been numerous requests put in by SUPERVISORS that only needed to be overrided by a LIVE PERSON who reads the notes!

She say’s sorry and submits the ticket! Fast forward... It is 1am here and once again I am chastised by another SUPERVISOR who contacted me via chat telling me that the outcome I’m looking for will not happen and begins to send me policy and tell me no one should have said to do those things! And I need to move on an accept the terms offered by the last rep and speaking to anyone is only delaying the plan!! Your plan..not the plan agreed by five Supervisors..
I’m so upset because now it’s the principal. You don’t just get to pick a resolution that does not support the customer who was following what was being told and keep $640 of their money!! And treat you like you are a deadbeat trying to get over! I’m fed up and I’m reporting EVERYONE that gave me false information and ESPECIALLY the last two Supervisors who felt like my 19yrs of dedication to Verizon means nothing! And talk down to me as if I'm a child. If someone can please direct me to who I can speak with FOR IMMEDIATE results would be great!! 

[rayders1968]

I've had the same issue with my retail store, I'm beyond angry that No one responds or even cares for that matter!

I have an issue with my trade-in phones with the local store since Feb. I have visited the local store, texted with Elliott the guy who helped us with the phones and plan, called,. I was told the manager would reach out to me and he's never done that. I was told I'd be getting over $350 in credits which hasn't happened. AND they said it was going to have to come out of the store funds or some thing. It's been over a month since I was given this information and no one has ever reached back out to me or are even willing to make this right with me. This was a mistake by your store and it's costing me extra money each month and I'm beyond angry at this point. I am prepared to file a complaint against Elliott, the manager, and the Verizon store with the BBB. I'm also prepared to switch carriers as this customer service has been completely terrible. No words can explain how angry I am at this experience!!! I'd like to have someone get back to me and CREDIT MY ACCOUNT the money that I've been overcharged for months due to no fault of my own!!!

It has been extremely frustrating working with this local store and the attitude is totally irresponsible.

[vzw_customer_support]

rayders1968, I'm so sorry to hear about the ongoing issues you've been encountering with your device trade-in credits. We would hate to lose your preference, and certainly understand your frustrations. 7 months is far too long to go without a resolution, and we want to do everything we can to help find a lasting solution for you. To better assist, we'll be sending a Private Note. 

~Izzy