Roller coaster

[MamaKenobi]

**Review for Verizon: A Roller Coaster of Disappointment**

First of all, let me start off with my annoyance with the time you have to wait to upgrade your phone. I get it. It’s a business. It’s a contract. I waited a very long time. I used my iPhone 14 Pro Max to create music, happily with no issues. My wife, being aware of my passions, was informed of an early upgrade and, being the amazing lady she is, she got me an iPhone 15+ to continue my journey. However, those little USB connectors you guys offer did not work. The whole situation did not work.

I called customer service for help and was promised a callback which I never received. Because of the delay, I had to give up my hobby as I was obligated to create music at a certain pace. Let’s start with May 31. That is when I received the phone. I never wanted the iPhone 15. I waited through my prison sentence to upgrade to an Android. My wife didn’t know that, so I showed gratitude for her kindness, but I did not even get the phone I wanted.

It was an unfortunate day because I missed a very important appointment for my toddler because I was told the phone was gonna come one day and it came early, which is lovely and all, but it saddened me to miss a milestone event in my beautiful son’s life. We returned the phone on June 1 and they received the phone on June 6.

Incident number one: I received a message that the phone was never received, and if I did not return the phone I would be charged $538. I spent a good portion of my day on the phone trying to clear this up. Customer service was present, the lady was very nice, and I was reassured without a shadow of a doubt that the issue was resolved.

Fast-forward a week later, I get another message telling me the phone was not received and you guys will be taking your pound of flesh. Again, I spent a lovely portion of my afternoon on the phone with another pleasant customer service agent. I was guaranteed the issue was resolved.

Repeat the same exact situation six more times, with other empathetic agents and guarantees every single time that the issue was resolved. Fast-forward to my payment date of July 23, I got a notice that my autopay with the $538 included is going to be taken out of my account today. I call back again and they keep me on the phone another hour and a half, all of which ends with no guarantees that this would be resolved or that the money would not come out of my account. Maybe in 3 to 5 business days, I would possibly get the money back, but I’m really not counting on it because I have lost all faith and trust in this company and believe they are completely full of horse poop.

I did not even get the phone I wanted. The phone that I got from my sweet wife does not even do what I wanted it to do. I’ve been handed back-and-forth to different customer service agents like a basketball through this whole experience and told every time that the issue was resolved and that my money would not be taken out. Each being a specialist to take care of the situation, only to be told that they can’t help and the specialist department that does have the power to take care of the situation does not receive phone calls. At a phone company. This is garbage.

This is so disappointing. I’ve been a customer with Verizon for six years and never have dealt with such tomfoolery. I mean, y’all like to be compensated for your time. I was hoping at least I could send this cursed phone back and get the Android that I wanted, but that’s not even an option because we have contracts to abide by. But the contract doesn’t apply to you as a company when it pertains to proper customer service, I guess. Or in general, just stop lying to your customers and guaranteeing them that the situation is well in hand and everything is fixed.

In fact, don’t produce the TV commercials that advertise the free upgrade in the first place if this is the quality you intend on giving. If it’s not free, it’s not free. I would like to give this review a -6000 and express my discomfort of being stuck with such poor service. Utterly disgusted.