I have been a loyal Verizon wireless customer for over 20 years. We have 3 phone lines.
Recently one of the lines had the phone upgraded. The family member did NOT request to make changes to any other phone lines. They went to a Verizon store to have the phone switched out. At that time, the service rep. called in to make the changes and somehow one of the other lines was completely disconnected. The phone was completely removed without any permission to do so or with any notification to me, the account owner.
My phone service was completely disconnected while I was using GPS over 3 hours away. Lucky for me I was able to use another phone nearby to get directions back home. My phone seemed to work properly once I got home, but this was later found to be due to the WIFI connection.
Three days later I started looking into it once I realized it wasn't working properly and realized the issue. Verizon made me jump through hoops to verify my identity to get my phone turned back on. Once this was done, they offered a $50 credit. I declined this $50 due to the fact it severely inconvenienced me and was a major security breach. They acknowledged the breach and promised a full report on what happened. They offered a full months credit at $152, which I accepted.
The credit then was never applied nor did I ever get a report on what happened. I had to call back later that month after my bill was autopayed and they said they could only do $50. I had them review the notes and phone call which clearly showed a $152 credit owed. They then said they could only apply the credit once there was a balance on my account, but this would be done automatically. It was never applied.
I now had to call back a third time. Once again after being on hold I am told they can only issue a $50 credit due to "only being out of service 2 or 3 days". They no longer cared about the security breach or the inconvenience. They then finally looked at the notes and acknowledged a $152 credit but that "they could not honor this request". This wasn't a request..this was a promise made by two customer service agents. I was then told to essentially take it or leave it, and that it was very generous considering they should only be giving me a prorated credit of $31.
I am appalled by the lack of customer service in this case and would highly recommend others consider a different service.
To add to this so the whole story is there.
I was not allowed to speak with a supervisor and was told their supervisor would tell me the same thing. They told me to accept a lower amount credit or I would receive nothing.
I was credited on my account, but not for the amount they had promised twice. They even acknowledged that 152 was promised but that they couldn't honor that now.