Verizon upgraded the wrong phone on my account. Now it is showing that we have a new phone that we don't actually have, and we are being charged for it. After a total of 10 hours on hold with customer service and two visits to an in-person store, no one has been able to help us. We were given a ticket number, but now no one can find that ticket.
The run around does not even begin to describe this. Your own store people were yelling at customer service for how badly they and we were being treated after they waited for 90 minutes with us on hold in the store. And after the most recent service rep said she would give us a manager to speak with, we waited on hold for two hours. We were routed to a random person who said we were in the wrong place and needed to call back in.
This needs to be resolved. What we can't do is just call the front-end customer service.
