Complaint about service NOT received and how I was treated

[cidget]

I am registering a complaint about the Verizon store and it's management staff located at 5113 ROUTE 30, Greensburg, PA 15601.

I needed to switch numbers on cell phones and went to this location on Wednesday, October 5 for assistance to do so.  I had attempted to do this on  my own but the Verizon app would not let me proceed with the process.  It had me in an endless loop telling me that I had to sign in when I was already signed in. 

Heading into the store, I was told by the female manager with an iPad that there was one more person in front of me and that it would be about 10 minutes before someone could help me.  After waiting for at least 10 minutes, Frank, another "manager" came to assist me.  He gave me a new SIM for one of my phones but simply switched the other card in the second phone.  He did not turn off the one phone while he was switching cards.  That phone now does not want to clear the previous number.   I have spent many hours myself trying to get this phone to work and I have also spent over 4 hours on the phone with tech support (Tier 1 and Tier 2) to no avail.  Their solution is to go back to the store and get a new SIM card, which I tried to do today, SATURDAY, October 8. 

I am now on my 4th day without my service. When I arrived at the same store that I went to on Wednesday, I was told there would be a 40 minute wait for me to get assistance by the same female manager with her iPad.  All I wanted was the new SIM card and I would leave.  This female manager said no I had to wait patiently.  I did get angry at this point.  I have wasted too much time and gas on this process and have delayed too many opportunities to be patient.   She then took me out of the queue and threatened to call the police if I didn't leave.  She quickly disappeared into the back room.  She never tried to de-escalate the issue; she immediately went for throwing me out.  As I approached another employee and said that I simply wanted a new SIM card and I would leave, that "gentleman" said that I better leave NOW because I was asked to leave and I was now trespassing on the premise. He told me that she (the female manager) was calling the State Police.  She reappeared from the back of the store on the phone.  Really?!! 

I have worked in customer service for over 35 years and this is NOT the way to handle issues, complaints or difficult customers.  This female manager did not seem to have any real desire to help me.  Had she truly been trained as a manager, she could have understood my problem and tried to come to a compromise.  She could have taken the time in the back of the store to get a SIM card instead she chose to call the police.  

I would like Verizon to overnight me either a new SIM card that will work with my Samsung A11 or a new working phone.  I would also like to be reimbursed for the gas that I had to waste to be treated so rudely at the store.  This can come as a credit to my account. 

Please contact me at [email address removed per the Verizon Terms of Service] to discuss this further. 

[vzw_customer_support]

Good morning @cidget!  Sorry to hear about the troubles you experienced at one of our local stores. This is definitely not the experience we want you to have. We would like the opportunity to work towards a resolution. We will send you a private message to move our conversation to a secure channel. When you receive our private message/note, please respond back to us. Thank you. ~Louis

[cidget]

How is this message coming? Please note, my Verizon service is not functioning at the moment.