I’m in Verizon jail and need help! Or a bond!

[Cleo__helpmeplease]

4 months + an accumulation of 40 hours of chat, in-store, and phone calls and I still do not have a resolution. I’ve been told already 30 times, I’m so sorry this has happened to you but I will get this resolved today. Obviously I am going to escalate this as far as I can go but if anyone has any suggestions based on their own experiences I would love to hear them. 

I signed up for  mobile and internet, promotional offers were to include $300 in gift cards, a free WiFi extender and 2 iPhones. 

- next day iPhones were shipped, upon receipt of the 2 phones, the iPhone max was missing. The end of the phone box was pried open and the phone was missing. The outside shipping box showed no signed of being tampered with. Immediately called Verizon and reported the issue, they said they’d send me a new phone within 2 days. Nothing.

-called, sat on the phone with someone for over 2 hours, heard 2 different stories, and was told the new phone hadn’t shipped because the account was set up wrong and there were porting issues with my phone numbers.

-went to a store; sat in there for 3 hours while they tried to figure out “what the problem was”, I finally got a phone.

-over the next 4 months, I have had countless contact with them because my bill was much higher than what I agreed to pay, I never received my promotional gift cards, never received my WiFi extender, wasn't able to sign up for a discount for being a teacher like they said we could, and now the kicker is, the cherry on top, they added a monthly charge for the stolen phone. 

I’m always told this has been resolved and you should see blah blah blah reflected on your next bill.

-The last convo I had from Verizon I was told they now can’t remove the stolen phone off my account because I have to file a claim with ups. I told them no, that ups is going to think I’ve lost my mind because there was no evidence of tampering of the box on their end. I told them that even a manager in the Verizon store said that this is not that uncommon and that the phone was stolen at the warehouse because of the way they knew to open the box. After being on hold for almost another hour, the guy came back and said that there were some things that they needed to do on their end to get this fixed and he assured me he’d call me within 2 days. I bet you can guess what happened next…nada. No call. No credit. Nothing. 

I have tried numerous times to just say hey, look you aren’t providing the standard level of services to the customer that you promised, can I just give you the stuff back and walk away without penalty (for the love of god I think I’ve earned that by now). I just want out of this evil, maddening hamster wheel and they said no, I’d have to pay off my phones entirely and I’d be charged the standard early termination fees.

I just don’t understand how we can’t just get someone higher up in management to look at this and say, this is wrong and this is not the way we should be treating customers and if course, fix my problems once and for all. These are substantial and legit complaints and it’s not like I’m complaining about getting the wrong color phone.

Quite literally,  when I see a Verizon ad on the tv, my blood pressure rises and I start feeling anxious! 

Has anyone been able to be released from Verizon jail? Paroled for good behavior? Ever actually found a way to talk to someone who fixed their problems? Please let me know!

[vzw_customer_support]

Hello Cleo_helpmeplease, this is not the experience we want you to have. I would like to take a look at the situation and help you get it resolved. I will be reaching via private message to better assist you.

-Luis

[Cleo__helpmeplease]

I would love to believe this but as I’m sure you can understand, my faith in this entire process is nil. But I would be happy to hear from you. 

[Cleo__helpmeplease]

Luis, I clicked on the link and allowed access. It then said it was sending me further instructions to a phone number with the last 4 digits of a number that is not mine. Now it’s not allowing me to access my inbox anymore in this chat community to get access to my private messages.