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Prepaid to post paid takes 3+ days
Try-2369
Member

Hi there,

 

Extremely disappointed by the Verizon customer services. It takes days and probably weeks to transfer my account from prepaid to postpaid because of "our system is stuck" and no one can explain what's going on, why it happened and how soon I can use my phone.

I was willing to transfer to a regular account from the prepaid one and visited the Verizon store, but instead of a regular visit it became a disaster. The manager helped me with that, with reseting my PIN, but when the transfer was competed both numbers (me and my wife) on my prepaid account were stuck between prepaid and postpaid. I can't make/receive calls/text messages and even adding funds doesn't work. I spent overall ~6 hours in the store (2 visits) and the only thing we could do is to email senior managers which have no idea how this issue can be solved. Verizon system of transferring got stuck and now because some "special" groups of specialists do not work on weekends, I have to wait till the next week to get my numbers working. Of course, that's the way to go, especially when you have a newborn, and your spouse can't give you a call in case of emergency. When Verizon needs to charge for the services, they have specialists and a system working with NO problems 24/7, but when Verizon messes things up, I have to wait as the manager said "about a week (from 3/18)" to get the transfer completed! Why do you have NO response team which can solve the problem quickly? Why do I need to visit the store two times and spend hours there like I'm working part-time there? Why do I need to force the manager to add funds to my account (but it didn't work) and email/call senior managers? The only thing I was offered is a case/screen protection... Wow. Is this the way you guys appreciate your customers? I expect you guys can solve the problem on your side without my participation and not spending days or even weeks on this. Another "good" thing from your side is to charge me for starting the post paid plan. Of course, Verizon did not not have any issues with this system. Being a loyal Verizon customer for more than 3 years I'm not willing to use Verizon anymore and recommend to use Verizon to anyone.

Verizon says:

Caring for our customers.
Looking out for our world.

 

For now Verizon does NOT care about my family as a customer. How can I contact corporate office to involve them in solving the problem made by Verizon? Thank you.

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Re: Prepaid to post paid takes 3+ days
vzw_customer_support
Customer Support

Hello, Try-2369.

We are saddened to hear of your experience thus far with migrating your account from Prepaid to Postpaid. This process can take 3-5 days when there are number ports involved. If there was a system error in the migration, our technical teams can resolve in 5-7 business days. We do appreciate your patience through this process. If you would like, we can submit your feedback to leadership for review. Please send us a Private Note if this is something you'd like to do, or if there's anything we can do to help in the meantime. 

 

CelesteR_VZW

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