Horrific customer service - "Live chat"

[rosemaryketring]

On 6/16/25 I proceeded to upgrade my sons phone line ( 919-594-8177) and instead of ordering the Iphone15PLUS which was my intent , I inadvertently ordered the Iphone 16. Once I realized it, I immediately contacted Verizon through " live chat" - it was well within 30 mins of the error) to cancel my order. Initially the first person immediately tried to sell me internet, then she transferred me to Bella who I explained the above error to. It took 20 min or so for the rep to respond , I kept typing HELLO? then she responded and explained she had to rewrite the reason for the cancellation I wanted . It took ridiculously long and I was getting frustrated. Then she told me I had 2 options to cancel the order or to wait until the phone arrived then return it. I had mentioned many times I wanted to cancel my order so I could order the phone I wanted.  - why would I wait for an order to arrive when it was ordered 30 mins earlier and it was already 9pm EST.

Bella then said there were no iPhone 15 plus in stock only iPhone 16 .  My response was "hmm odd,  because I have the website up and there  were I phone 15 Plus' available.  She then responded that she checked stock and yes, they were in stock.  I asked how do you tell someone the phone they want is out of stock, only the more expensive phone was available and yet not really ever look at the stock - hmm seems like a bad business practice , or a shady business practice -

Bella  then left the chat and Michael picked up the chat , I had to regurgitate everything AGAIN - a THIRD TIME. He said the order was NOT cancelled even though I received a text stating it was cancelled . Michael then transferred me to Maria who stated she was a supervisor, and she "would be the last person I would need to speak with  in your journey" . I had to regurgitate a FOURTH TIME and  told her and the other previous reps I was a customer of Verizon nearly 20 years and have Mutiple lines and this was NOT a good way to treat a customer.  Maria  said she would make it right and said she would order the iPhone 15 plus because i would not be able to order it because the cancellation would take 5 -7 days.

15 minutes later Supervisor Maria  was still keeping me on hold during a "live chat" and the chat restarted itself AGAIN - at this point it was 90 minutes - in the interim I ordered the upgrade on my sons phone - the I phone 16 was apparently cancelled after all. This was clearly a tactic to keep me on the hook and getting frustrated to the point that i was going to give up and take the iPhone 16 - well that tactic failed.

It is not ok that live chat is outsourced to a 3rd world vendor - it is not ok that they have no respect for people ( I repeatedly told them in the chat I worked 16 hours already as an RN and had to get up and to work by 6 am and it was around 1030 ! They didn't care, didn't acknowledge what I said - nothing - sure keep me on the chat I may get frustrated , but they are not responding to me ( getting me more frustrated ) and they don't have to answer any other "live chats"  and continued with their practices.

I paid $9.99 for 2 day air , no notification of a time frame for delivery , I stepped out to drop off something at UPS 4 miles away at 155pm and FED EX shows up at 210 pm and not are coming tomorrow between 130-530 pm. This was not ok , i wsa not reated as a valued customer , heck i was not treated like a customer period. I was tossed around from person to person in a live chat , no idea who they " really were " noone taking any responsibility - the " live chat" should be on file and i amasking that you read it , the HORRIBLE thing is there are no timestamps , when the "live chat" started and stopped again which i feel lends itself to noone taking any accountability / responsibility - that iw as tossed around for 90 mminutes 5 x as long as it took for me to order and reorder a phone . I DO want a person to call me I was a person to explain why i was treated like that after nearly 20 years of being a loyal dedicated customer - does it matter ?All throughout the last person chat , I said I was going to file a formal complaint. NONE CARED!

To top it off I looked up how to file a complaint and filed it [email address removed per the Verizon Terms of Service]

and it was returned undeliverable . I can go elsewhere , i may still choose to do so , somewhere where a customer is appreciated and not ignored in hopes of increased frustration leading to my giving up and accepting defeat paying higher price for Iphone 16 initially and monthly - so i AM expecting a return call Sincerely , Rosemary K