Awful experience with customer service

I placed my renewal order on Jan 16, 2022 with an effective date of Feb 1, 2022. On Feb 2, 2022, I checked on my account and still see that my order is still in pending status. So, I called customer service to find out why my renewal order was still pending. The representative checked on my account and told me my old equipment hadn't been returned yet so this is why the renewal order is still pending. I explained to her that I had returned my router and power cord back on Jan 19, 2022 to a verizon store.  She then checked further and confirmed the old equipment has arrived at the warehouse on Feb 2, 2022 around 9ish in the morning. She told me she will cancel the pending old equipment return request so my pending order will be updated. I then checked later on my account, now my account is saying my plan end on Jan 19 which do not seem right. I called customer service again.  This representative checked on my account again and this time she told me instead of just cancelling the pending old equipment return request, the previous representative cancel off the whole renewal order.  She told me to hold and she will check on the account again. All of sudden, I got cut off. When I called back to customer service again, I got a voice message saying Customer Service is now closed. This is ridiculous. Now, I have to wait till tomorrow to call back to find out what is going on.  What kind of customer service is this?

Re: Awful experience with customer service
Moderator Emeritus

Hi PC38,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger inbox for a message from a Verizon support agent. You can find your inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.