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April 1, 2015
First let me begin by saying I have been a Verizon customer for close to 25 years ! In October of 2015 I purchased a new device on an upgrade upon the 2 year contracts end, a LG G4. I did not like the phone what so ever. In the dozens of times I have purchased in the past, I always received a Shipping Return Label in the box the new device arrived in. Not this time. I am aware of the "Orders" page that a customer can view their past orders, as well as print a Shipping Return Label. The order for the device was not there. The two orders for "Turbo" house charger and a car charger were there. Which is quite odd considering those orders were placed "after" the device order was placed. I contacted Customer Service, which was at about day 5 or 6 of the 14 day return policy. I was told a Return Shipping label would be sent to me. Assuming it would be by email- nope, by fax-nope. By snail mail ! I explain that given it was a Thursday, that I would not receive it in time to return it within 14 days. She stated that it would be arriving at latest on Monday, but more likely the next day, Friday. It arrived the following "Thursday" !! Which put the time frame at 12 or 13. Besides the fact that any other industry I have ever dealt with in returning a product, was obviously emailed or faxed the Shipping Return , I had been told an obvious impossible fact that I would receive the label by snail mail the next day or the following business day. Which to the general public would look to be an obvious stall in being able to return a product ! I called Customer Service on Tuesday wondering why I had been told the arrival date, and still had not received it ? I was told by a Customer Service Rep that as long as the return was "Postmarked" within the 14 days, that the terms of the return policy would still be acceptable. I asked the rep to show me where it states that in the 14 Day Return Policy Terms, after a few minutes of him searching, he politely asked if he could put me on hold, so he could investigate this. Upon returning, he stated that he was assured by his supervisor, that the "Postmark" within 14 days was true. Again, I asked him where it states that, or could he email some form of dialogue to the fact ? Of which he could not. So, after reading some of the horror stories on the "Community Forum" on returning or trading in phones, I decided "not" to take a chance and keep a phone I did not like !
In November of 2015, there was a promotion to receive a "Droid Turbo 2 Designed by You" at a reduced price, by adding a new line my account, and participate in the "Trade In" program. So I figured I would "roll the dice", I purchased a phone by adding another line to my account, and trading in a device in November. The actual phone number that was given to that line was never activated. There was never a device to be activated on that specific additional line. The phone number the new device was activated on was a contract device(LG G4). I enquired if I was able to accomplish this, and was assured by the Customer "Sales" rep I was. As long as I continued to pay the line access charge of $40 for the contract, until its end on Mar 23, 2016. Along with the device pymnt fee of $21.83 and $20 line access charge. On Mar 23 when my 2 year contract ended, the new line that was on the account, yet never even existed and was suspended the entire duration, was to be deleted from the account, along with the $40 line access charge. This was confirmed "7" times from Jan through Mar 16. I was told at that last confirmation(Mar 16) to verify all issues that were discussed "again", upon contracts end on Mar 23. As expected, as with each time I confirmed, it was an absolute unknown issue to each and every Cust Service Rep !! The notes that were put into my file each and every time I called and confirmed this whole situation, either were not reviewed, or omitted each time !!! Of which I was told I could copy each Chat session and have it emailed to me by clicking on the icon at the start of the Chat session, which it did not do, even once. When I enquired as to why, I was told they were having "Technical Difficulties". Upon the contract end on Mar 23 when I attempted to confirm, the same thing as every other time I called, nothing was known about the transaction. At the end of that conversation with a Customer Service Rep named Theresa, I repeated that the new phone line was to be deleted from the account, along with the $40 line access fee, and that the monthly device payment was to be switched on to the line that was activated when the new device was purchased back in November 2015. She agreed, and said that it was all straightened out and it would go into effect at cycles end on Mar 28. Upon viewing my bill on line I was charged a device buyout of $480 +. Which astonished me considering not 5 days before, I was again confirming the transaction, verbatim and it was "confirmed" yet again !!! In addition to everything else back in Nov 2015, a Sales Supervisor (when the new device was received), explained that whomever I talked to when ordering the device and setting the "swap" at contracts end, was incorrect and it should have been explained to me at the time. He was gracious enough to put in my file, a refund, due to the trading in of the previous phone, after receipt of the new device. He told me that given the fact I was trading in a contract phone prior to the 90 days I was to go into a Verizon "company" store and explain the "Trade In" procedure that took place. That I was to be given a $60 "cash" refund. If they gave me a difficult time I was to have them look at the notes in my file from him. Specifically the "Sales Supervisor". Unfortunately my Verizon company store near me, is nothing short of an insane asylum !! My sympathies to the poor employees, that have to deal with the type of customers, given the area. So I never did go for that visit. Also, on the 12/29-1/29 statement I was charged a $20 line access fee for the month ahead payment, and a prorated charge of $19.35, for a line that was never activated, and device that did not exist. The charge of $21.83 device charge was valid, due to the new device I did purchase. The total for a line that was never actually activated and no device was ever connected to that line, the line was never in use, was $75.00 !!!!. In addition, on this months statement, I was charged a month ahead for line access of $20 again ! How can this be valid, considering I paid the month in advance fee when the activation took place in Dec 2015 ? I truly can not believe that a person that engages in a transaction that is a bit out of the normal, yet continually confirms, a more than reasonable amount of occasions. Yet each and every occasion, it is as if nothing ever existed in terms of notes and confirmations of the entire transaction !To say the least this has been an arduous experience. Especially for the Cust Serv Rep each and every time I called to confirm. I have been a customer for nearly 25 years, I do not know if that holds any bearing of service whatsoever ? Twenty years ago, when Verizon was striving to be number one, this situation would never have taken place. Along with being a Verizon Wireless customer for almost 25 years, I have Verizon Fios, of three business land lines for my business, with TV and Internet. I always assumed loyalty carried some advantages when it came to a customers transactions. All I can say is that I wish Verizon, was the Verizon I started out with, way back when the first Cellular phones came out, that were the size of a lunch box !
Hi I am a verizon customer and I need help making someone my account manager. I am not able to use my moblie number or the phone I have with verizon so I wanted my significant other to manage my account for me. I tried online and at the end of the process it said it wanted to send a verification code to my mobile number and like I said earlier im not able to access the number. The phone is completely unresponsive after I dropped it. How can they become my account manager without sending a verfication code to my phone that is broken. I can still use my email but it doesnt g ive me that option. I am also a military member overseas and do not have access to a nearby verizon store.
DairyQueenInTheHouse, first and foremost, thank you for serving our country. We understand how crucial it is for you to be able to add an account manager and we want to provide you the information you need.
Since you are not able to use your phone to receive the account verification code to verify your account and you are not able to visit a store, I'd suggest using our toll-free number list to reach out to our International Services team for the best assistance. https://www.verizonwireless.com/dam/support/pdf/BPOD-I2400-Toll-Free-Numbers-V5.pdf
Take a look at the Assign Account Manager FAQs. https://www.verizonwireless.com/support/assign-account-manager-roles-faqs/#item5
Does this information help?