Pending Switch Order, No service on a line for over 5 days
Jgerm
Enthusiast - Level 1

After being asked by a Verizon rep to delete my esims in order to trade places between a  Primary line and a Second plan line, the esim  failed on the Second Plan line due to the request getting stuck on something reps refer to as a switch order. As per reps, both of my lines are assigned to the same IMEI which is also an issue. I have been left without my second plan line since March 9th, 6 am. Verizon lacks proper customer support, techs have been no help. I get the same replies “ wait 4-6 hours for pending switch order to resolved, there is a team working on it to cancel it, I can’t do anything about it since its pending, please wait 24 hours, are you interested in Verizon Cloud?”

Verizon reps refuse to let me speak to a supervisor and say they are opening a new ticket each time I contact them.

Reps don’t even read previous notes and I have been repeating myself as they are unaware of the issue. 

Verizon’s customer service is not competent right now. 

All I am asking for  is to restore access to my line. It’s unbelievable that no one has been able to help, and the chat reps just like to push products and services even when just asking for technical support

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3 Replies
Jgerm
Enthusiast - Level 1

Fixed. It only took 30 reps to get to one that knew exactly what to do, and who to contact in real time. 1 rep saved Verizon from losing a customer.

SynthpopAddict
Champion - Level 1

I'm glad you finally got the problem fixed, but that's pretty sad it took 30 different reps before you found one who could solve the issue and/or knew who to escalate it to.  Verizon really needs to do better.

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I'm not a Verizon employee, just another customer trying to help.
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Mars3
Enthusiast - Level 1

What did they have to do to fix it?  I have a similar problem only it is with removing apple arcade.

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