Does anyone have any suggestions of how to have a better customer service experience. I have been a verizon customer for over 20 years and I recently purchased a phone and added another line to my account to be used for work purposes. The box that the phone came in has never been opened and the phone has never been used or activated. I reached out to a customer service representative who indicated that I was one day over their return policy and that I could return the phone and deactivate the line but that I would still be charged the $799. I said I had a recent significant life event with one of my children and could not get the phone returned but that the box has never been opened and that they could clearly see that it hadn't ever even been powered on. I was told by customer service representative ***** that there was nothing I could do and that even if I talked to a supervisor that they would give me the same answer.
I said: just so I am understanding this. I am reaching out to you on the 31st day of a return policy with a phone I received for "free" and the shipping box has not ever so much as been opened and I have been a customer for over 20 years and now that I do not want to pay for a line that I have not been using and will never use. I can either pay an $800 penalty for the phone that I didn't pay for to begin with or just continue to keep the line open and pay the additional $70 a month. Customer Service Rep ***** said. Yes I am sorry.
So I called verizon and asked to speak with another verizon representative who told me that they may be able to make an exception and put me in touch with a supervisor immediately. I asked for the supervisors reference number but he said that those numbers were only internal and that it wouldn't be helpful for me to have it. He did indicate that his name was Jose G. He placed me on hold for several minutes and said that he was going to have to have it looked into and put in a ticket for an out of policy exception and that he would call me back on 9/17 at 4pm. I have yet to receive a phone call and I am still be charged for this line.
I'm not sure why Verizon's customer service has been really difficult and has not returned my phone call but now I am being impacted by this widespread outage and I think it is time for over 20 year relationship to come to an end. This has been beyond frustrating. If someone could please give me any insight as to how I can try an escalate this situation, or if I just need to cut my losses and leave, I would really appreciate it. Thank you so much!
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