A nurse friend of mine was traveling overseas. When she left in November she had called verizon to cancel her plan until she returned to the states. Her trip was cut short due to the virus outbreak and she returned to the US. As a nurse she is trying to get back to work to help the shortage of nursing staff here and is trying to get her phone reactivated during her self imposed quarantine period. After hours, over 10 so far, she has found out that her phone was reported stolen by verizon when she canceled her plan in November. She is being constantly redirected until she finally gets hung up on.
She cannot go to a kiosk, that is all we have in this area, to get her phone "fixed". Although if she did they would just stick her on the same phone to be on hold for hours and transferred from person x to person y to person z to person u only to be hung up on hours later. Is she even able to talk to someone who actually knows what they are doing? yes, she has called several support numbers that have been given to her. She has called the local verizon kiosk store here, and best buy and they all told her the same thing, she needs to go down there. Hard to do when she is on quarantine and even harder when the stores are closed by official state orders from the governor.
She does NOT need the same old run around or going down the flunkies who answer the phones list. She NEEDS her phone back so she can get back to work helping people who are in need. I NEED my phone back instead of loaning it to her so she can sit on hold for hours at a time. She cannot go to a different provider either as her phone has been blacklisted because of a mess up by verizon and NOT her.
This does not have to be so hard. A database is a very simple thing, regardless of how complicated it is. This is NOT a hardware issue. this is NOT a "i lost my phone once and just found it" issue. This is NOT a billing issue as she is trying to get a plan for her phone now that she is back in the US. This is a simple mistake made by verizon that requires a simple change to make HER phone active again. Any high school programming student can tell you this.
How does she get in actual contact with a person that knows what they are doing to fix the problem verizon created in the first place?
We know how important it is to stay connected at all times, and we want to make sure we are able to check into this issue with your friend's phone. The best option would be to have that person contact us directly so that we can check the status of the phone. Our contact information can be found here: https://www.verizonwireless.com/support/contact-us/
Does she contact sales or national accessibility? The customer service does NOT seem to work, as she just keeps getting the run around, transferred from one department to another for hours until she is eventually hung up on?
Apparently a canned response is all one can expect from "customer service" when whatever agent doesn't even read the original post describing the actual problem? Hey Verizon, HOW DOES A PERSON GET HELP?
Your friend is fortunate to have you to help in this unprecedented situation, merickk. We only want to do what’s best here. Since it’s her phone, her line, and her account, we recommend she contact us directly. The page we sent offers many phone numbers to call, that’s true, but it also offers to contact us through the community (here, where you could also send this link https://community.verizonwireless.com/t5/My-Verizon/IMEI-Wrongly-reported-stolen-by-Verizon/m-p/1157... so she can reply to this very thread) as well as other means (Chat, Facebook, Twitter). Given that we all like to see the full story without our customers repeating themselves, the best thing to do is send her the link to this discussion. She can then reply indicating she’s the person you were discussing and we’ll pick up on it from there. Does that sound like a good solution?
Getting the help you need is a must and we are here to assist you. To proceed please send us a Private Note. We will stand by. AlbertP_VZW
She decided to cut her losses of an expensive phone and buy another phone with ATT seeing as how she could NOT get any help from any of the verizon numbers she was told to call. I would imagine sooner or later she will make the 4 hour trip to the nearest "official" verizon store to try and get this sorted out.
I'm sorry to hear your friend left the Verizon Wireless family, merickk. We want to help her look into this further and save her trip to the store. Please ask her to send us a Private Note using this platform or reach out to us via one of these methods to look into this further. http://spr.ly/66021xWEY We want an opportunity to review the account and find a solution.