New customer experience and billing issue

[FolamiY]

*Incorrectly posted this in a FIOS thread, instead of the Wireless thread. Re-posting here*

Hello,

I'm trying to find an email address where I can submit a formal complaint to the corporate offices but I am not having any luck. Does anyone have an email address for them? I am a new customer with Verizon Wireless. My original order was placed on 9/16/2024. I didn't get service on any of the 5 lines I ordered until 10/13/2024 when the in-store Verizon rep was able to connect 2 of the 5 lines. This has been a terrible experience, from beginning to end.

As of this morning (10/23/2024), I have had service on two (2) phones for nine (9) days. I have a current bill of $359.58 (down from $500+) that is showing up as overdue, placing me in the situation of having my children’s phones restricted  for the second time in less than a week. Considering their phones have only had service for 10 days, that's outlandish. I have another bill on a second account of $49.83 (down from $110+).  An account that was opened by Verizon for an order that was cancelled  to charge for a phone that was sent to me incorrectly (from the cancelled order), that I do not have in my possession because it was sent back to Verizon using the UPS label they've provided. I have four (4) phones and five (5) lines still showing on my account, when there should only be two (2) because the port requests for the other three (3) lines were cancelled over a week ago. I have not been able to order the two replacement phones needed for those three (3) lines, so now I am being billed by two different cellular carriers (AT&T and Verizon). 

The package taken to the UPS Store on 10/18/2024 using the label provided to me by Verizon has still not been delivered back the warehouse. The two (2) phones I returned in the store with a Verizon employee on 10/13/2024also have not been returned to the warehouse. I paid 175.20 for taxes and fees on four (4) devices, then had to pay $100 for restocking charges on the two (2) returned devices, as well as taxes and fees on the two (2) devices being returned. I’ve been lied to and mislead by multiple agents over multiple phone calls over the course of a month. I have spent almost 14 hours of my time on the phone with Verizon.  I have also spent hours corresponding with Verizon via chat, and almost two (2) hours in the store working directly with a Verizon employee. To have invested all this time, energy, and effort in this process and still not have any sort of resolution is maddening and unacceptable.

This is by far the single worse new customer experience I have ever had in my life. The intention was to have 4-5 phones, 5 lines, and 4 watches on this account. It's been over a month and all I have is two (2) phones that have been connected to the Verizon network for 10 days, I've received 3 different bills totaling almost $700, and my kids' service has been turned off once. At this point I’m ready to just cancel the whole thing and go to a different cellular provider. Verizon really needs to do better.

[vzw_customer_support]

Thank you for reaching out here! You are with the right team to look into what you have been through since joining Verizon. I feell your frustrtion through your post!  We want to start collecting account specific details. Please reply to the private message that will follow.

-Deb

[FolamiY]

Still have no resolution. Current bill is $1,717.06 with threats of collection. 3 lines that have never had Verizon service and I’ve requested be removed from the account multiple times are still there. These 3 lines have AT&T service b/c the Verizon ports didn’t go through. Service on all 3 lines is faulty because of incomplete ports. Other 2 lines have not been used since 11/17 because I put them back on AT&T since Verizon can’t seem to get it together. 4 calls total from 2 lines on 11/17, none since). I cannot count the number of representatives I’ve spoken to over the phone, via chat, and in the store. I’ve been dealing with this since September 2024. It is currently January 2025. This is insane.