Verizon is a Mess!
I switched from ATT and ordered 4 new lines the website on 1/21/19. A week later only 3 phones were delivered to my house. I called customer service but to my surprise, they said only 3 phones were ordered despite the fact that I have an email confirmation from Verizon. They said the order was completed and the ticket was closed. Since the 3rd device in the box was part of a bogo promotion, I called multiple times to ask about my 4th device and nobody was willing to listen, understand, investigate and help. After making 5 calls and explaining myself every time, I went to the local Verizon store and showed them the original email with details of my order. They said the online store is separate from them and they couldn't help me. I ended up returning the 3rd device because they had to be billed together to get the promotion price. I never wanted to pay full price.
5 days later, a customer service manager from Tampa called me and asked me what happened. After explaining the situation again for the 9th time, she said: "don't worry, I will reorder your devices and cancel any pending order" A couple days later on 2/6/19, my (3rd and 4th) devices arrived and I activated them and transfered my numbers from Att.
Unfortunately, the original promotion was never honored since the bogo sale had expired. I made 3 more phone calls to customer service and went to the local verizon office to show proof of the original order. I was given the next best promo and they openned a promo escalation case. I'm still waiting for a solution but it's only $15 more per month.
On 2/29/19, I received a package from Verizon. Remember the missing device from my original order? Well, it was shipped 5 weeks later. I hope they understand, I can't be without a phone line for 5 weeks, specially when transfering from another carrier. In fact, I ended up paying an extra month to the old carrier. That's $220 I didn't have to pay.
I called customer service again to explain that I had just received the missing device which had already being replaced and I had no need for it. I called 3 times and every time, they told me. "First, you have to turn on the phone and activate the account in order to get help from customer service!!! Since I know that would incur in additional charges, I refused to do that. Instead, I went to the local Verizon office again, spoke with a manager who suggested I send the box back to Verizon Returns. I have proof of delivery and included an explanation letter. I was hoping that would be the end of it.
To add to my frustration, on 3/30/19 I received a bill from Verizon for one line with a phone number I didn't recognized. After calling verizon a couple more times, I found out the device that came late which I returned (and have proof of delivery with tracking information) was not only activated by someone but the phone number had being changed and a second account was created under my name. After my 2rd call (which was actually my 15th call to Vzn) the customer service agent said, I see the device was returned to the warehouse, we will issue a credit and close the account...
Today is 5/1/19 and I just received another bill for that additional account. I have no intention of paying this bill and I won't call verizion customer service ever again. I have written to them several times but they never answer emails or letters. I will wait for a manager to call me back or I will see them in court when I suit them for punitive damages. This company is a mess and incompetent.
I honestly regret switching to Verizon and I wish I had not spent over $2000 and weren't under contract for another $4400. I wish I could undo this!
If you haven't already reached out to the Verizon Wireless Fraud Department, please do so. https://www.verizonwireless.com/fraud/
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
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