We have been trying to add one line since last two months and every time the agent is messing things up.
Going through the events:
We do not receive the sim card for the number xxxx in question and hence we requested for a new sim card again.
In the midst of this process we found out two completely random lines added to our account which we were completely unaware of. Only when we were charged for the same we came to know about it. On bringing this issue with customer care it was concluded that those two lines were fraudulently added to our account and that we will be reimbursed for the same. (Our porting request for xxxx is still pending)
We ordered for the new sim for number xxxx on February 12th and it never reached us and was returned back to Verizon again. On contacting customer care about the same we ended up talking to Fraud department and on explaining them everything they concluded that the above two Fraud number was not actually added by fraud but agent had mess up. (Verizon agents somehow ended up adding this two numbers. It was all noted down by them.)
Hoping that everything was sorted, on February of 26-27th we again ordered for a sim card for number xxxx and this time we thankfully received it, but this sim card was for number yyyy which was one the two fraud numbers added mistakenly by Verizon agents.
On contacting the customer care about this wrong number yyyy, we were told that there was porting issue for number xxxx and hence they sent us a new number and we were also told that this porting issue existed around February 12th and that might be the reason it was returned back when ordered on Feb 12th.
My question to them was, if there was any porting issue around Feb 12th then why were we not informed about it back then, to which they had no answer.
Then I asked, when I had ordered the sim card again on Feb 27th why was I not informed back then that there was porting issue with number xxxx and to that why did you send us a sim card with number yyyy which was one of the Fraud number. They had no answer for that as well.
Just before writing this complain I was with customer care again and everything was going fine and it seemed this time porting will be successful for number xxxx. In the end when customer care sent an email to the head of our plan to accept the request for this porting and the number which they were about to port was magically zzzz which was one of the active number on our plan. And realizing the mistake customer care agent asked us to hold up and in between he hung up.
I gave the agent benefit of doubt that the line might have been disconnected due to network issues, but I have waited for at-least 30-45mins now and the agent has not called back yet.
What kind of customer service is this?
Murtazachunia,we apologize for the ongoing issues and for the experiences you've endured. It breaks my heart to learn about the experiences you've dealt with as this is not the type of experience we would ever want you to have. You mentioned that two lined were added to your account and I would like the opportunity to explain where the lines came from. When you add a new line you are provided with a temporary number. After the number is active we gather the information we need to bring the mobile number that is active on another carrier to Verizon. The number you are porting in replaces the temporary number.
To better assist you, I send you a Private Message. Please respond at your earliest convenience.