My Verizon trade in and customer service nightmare: I was lied to about promotional trade in value on my account by local Verizon store manager and chat agent. Customer service agents have not returned my call and my situation has still not been resolved.
Seems to be a recurring problem as others have had same or similar issue my experience with chat is get scripts for reply and including supervisor basically talking to yourself same with calling where they ignore any complaint and hang up on you
I’m having a similar issue. I bought two phones with plans online Nov 21st.
I just assumed that Verizon would be exceptionally skilled at selling phones and plans in a friction free manner.
Unfortunately I was wrong to assume a cell phone provider would make it easy to buy, um... cell phones from them. I’ve spend hours and hours spread across many days and many support venues. I’ve chatted with them, talked on the phone with them, went over to a local corporate Verizon store, email too. I’ve spoken with a supervisor. All to no avail.
Somehow they were able to quickly process their sale, on my card in an instant, so they are pretty good at getting money from people. And it looked like everything might work out after one of the two phones arrived. Got it up and running as one would expect.
The second phone, well “we” aren’t sure...
I’ve been told it’s on the way.
I’ve been told it’s on hold because I haven’t paid Verizon a cent yet according to their records.
I’ve had to provide proof of their transaction on my card.
I’ve been told by a supervisor that everything is fine, there is a record of my payment. No worries, the phone will be on it’s was soon.
This wasn’t accomplished on a single call or anything. It took hours of effin around.
I check the order status this morning and lo and behold....
Order # 3086xxxx
Location code: N83xxxx
Order placed: Nov 21
“ Your order is on hold until you take action.”
“ Please resubmit your payment information or use a different payment method. Update payment information”
A half-hour chat session later and I’m given a phone number for
“you need to contact our CORE: 866-338-7390”
“You may also try our with our Customer Service: 800-922-0204 or *611 on your phone”
why!??? Support is telling me to call support !
So I ask if maybe they could contact the other support group(s) and tell them what we discussed and what they’re seeing in their system and maybe true that up...
I pointed out that since I’m not a Verizon employee familiar with Verizon support departments and their specific functions and workflows, perhaps they could sort it out without having to have me act as a project manager.
It would be nice if they’d take ownership and un-7uck their internal dirt in their own and then just let me know it’s really fixed and that the phone is on the way and they’re expediting because they appreciate my business more than ATT did.
I'm sorry you have been having this difficult situation Apatel2. We never want you to have a different trade in credit. What device were you trading in? What date did you upgrade or was this new service?