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I'm writing this story so that hopefully I can help someone who might find themselves in my shoes because I learned yesterday that I got officially screwed by Verizon.
2 months ago we left Verizon to to go T-Mobile. It didn't work out with the other carrier (that's a WHOLE other story about their promotion process) and we returned within 2 weeks. I called customer service with Verizon and was told I could reactivate my account with Verizon. We went through the process and got all the phones working again (the SAME phones we had been using on the Verizon network that we got FROM Verizon).
But then I found out that the customer service agent had created a brand new account when he did the winback. What that did was make it look like we were bringing our own devices to Verizon AND the old Verizon account wasclosing and billing out our devices for $3400. I called a few times thinking it would be a simple fix and initially was told they just needed to combine the accounts. Then, they would say they were struggling to do that. Over the course of over a month I called over 20 times and easily spent 24 hours working with customer service agents or being on hold listening to that awful music. I spent time EVERY weekend, I took a day off work, went in to the store 2 times...nothing. One of the customer service agents specifically told me I HAD to wait 30 days to combine the accounts.
Guess what happened after the 30 days??? I got sent to collections! So, now I have a giant ding on my credit report, a giant bill for devices that's in collections, and the same garbage service that can't get it receive texts/calls at work because Verizon doesn't work in that part of the city.
The most irritating part is that I was told 5-8 different versions of things from customer service agents who would promise to help, schedule callbacks, and NEVER follow through with any of it. I've asked SO many times to speak with someone with more authorization, a manager. Always, they said "no". This was easily the worst customer experience of my life. But at least their service reps are trained to end their calls asking if they've answered all your questions. So, I think I can finally say that they have. Here's the answer: service doesn't matter to Verizon, they don't actually have a system to get help and answers to people or to fix any complex problems. They hope most people will just go away and pay the bills (yes, those bills that make zero sense).
I've never felt so helpless.
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You have my sympathy for what happened. It's really too bad that not many employees know how to do a winback correctly (I've read about this elsewhere) - obviously the person who tried to do yours didn't do it at all and created an absolute mess instead. Doesn't help that most of CS is overseas and I'm totally willing to bet they don't have much access to anything Verizon which simply exacerbates the problems. You may have to take your case to an outside agency to get it resolved.
Just curious, but if Verizon wasn't working so well for you before and the Pink Logo Place wasn't so hot either, why didn't you try the Blue Logo Place?
I'm not a Verizon employee, just another customer trying to help.
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Thanks for the reply. The pink logo coverage/service is actually great. The problem we ran into was that we signed up under a promotion (from the sales department)and then when we submitted everything they said we didn't qualify. I guess at that point I could have gone blue had I known what was at stake. But I called Verizon and was told it was an easy transition back.
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Liabi99, I'm sorry to hear about the issues you've experienced after deciding to come back to Verizon! The last thing we want is for you to face any more hardships after giving us another chance. We're sending you a Private Message so we can better help you.
~Jesse

