On March 9th, I had ported 2 lines over (my parents lines from Verizon, who were customers since 2003 and NEVER upgraded their phones)
The transfer was fine and dandy, but the reps wanted to get the 2 lines FREE AO1 phones for being loyal customers since 2003 with never ever upgrading phones/plan.
But because they were switched onto my account and closed theirs, it doesn't show on my side their loyalty. SO..... Verizon themselves submitted a escalation form with *high priority* on it and told me it would take 7-10 days for them to give me any answer on if they will receive 2 phones free or not.
On march 17th, i got a notification from my verizon app asking if i wanted to continue checking out with whats in my cart. When i logged in and check my verizon cart it showed 2 AO1 phones in it, but showing full price. So i called to ask if it was the escalation dept putting the phones in my cart on their side (because i never put anything in my verizon cart) i called customer service and they had NO IDEA what i was talking about and spent over 2 hours on the phone with no reslove.
Fast forward the next day, my cart is empty. I called to ask about the escalation piece and if there was any progress on approval for 2 free phones or what was happening. They HAD NO IDEA what i was talking about but could see an escalation was filed on 3/9. I spent 3 hours on the phone being redirected and transferred 5x. Then DISCONNECTED.
i am at my wits end. I just want to get the two free phones for the two lines i transferred because they cant currently use their 2003 flip phones with my unlimited plans. The people i talked to who submitted the escalation file said because they were loyal customers since 2003 they wanted to do right by them and get them the 2 AO1 phones free.
BUT......no one can seem to find where the escalation paper was filed or who filed it but can see it was filed, there are a million notes in my account and here we are.. 10 days later, my 2 lines are not usable at the moment because the flip phones are so old (no internet access)
Has anyone dealt with anything similar????
I don't even want to stay with Verizon if they cant even keep track of everything. They can clearly see that 2 of my lines are unusable with this plan.
Frustrated beyond belief.
I am terribly sorry to now about this ordeal, having a working phone is imperative, we definitely value your and your parents loyalty and want to make sure we provide you with the help you need, so they can have a reliable phone. To start, we would like to review the account history, we have sent you a private note so we can properly verify the account.