Couldn't Receive or Make Calls in Mexico

[matsev]

I had a rather stressful situation in Mexico.  I had a family emergency back in the states, but discovered I could not make or receive calls, despite paying for this feature every month for the past 5 years...

I had data and could receive text messages, but when I tried to make a call, it instantly hung up.  I talked to a support person on verizon.com for 45 minutes, but in the end I was told "sorry, don't know why it isn't working." I was told they would put in a ticket for someone to reach out to me and help resolve the issue, but nobody reached out to me.  Is Verizon's support always this bad?

Oh yeah, the support person told me to download WhatsApp...  Isn't that a competitor? 

Anyone know if I can get a refund for the years I paid for a feature that wasn't provided?

[SaltyS21U_User]

Hello Matsev,

I am a customer of Verizon as well and you are not the first customer to experience this problem as I have been reading about others as well. I gathered from reading that you need to switch to a White SIM card opposed to a Black SIM card and that corrects the issue. I requested a White SIM card be sent due to the fact I am headed to Mexico in a couple weeks. I was sent a Black SIM card and called back and was informed that they had no White SIM cards, they are all Black and had no idea what I was referring to as well as talking about. May I ask, what type of device are you working with? I utilize the Samsung S22 Ultra 5g 256GB and am worried I may have issues as well. 

Thanking you in advance.

Salty

[vzw_customer_support]

SaltyS21U_User, I am sad to hear about this. This is never the way we want you to feel. Please respond to this private note, so I can assist you better. -Dia

[SaltyS21U_User]

Dia, what is it that you feel you can do that your company has no idea how to do?

[SaltyS21U_User]

Dia - Please, explain how this is a "Private Message," as well?