Hi!
On 9/12, I pre-ordered iPhone 17 phones for all of the lines on my plan. I have 5 lines and I've been a customer with Verizon Wireless for 15 years.
After placing the order, my card was charged $700ish for the upgrade fees, etc. I knew what that was for.
Within a few hours I got a notice saying that my payment method had been declined and I needed to update it. I called the bank. VZW sent the money back to them after making the charge.
I contacted VZW support. I chatted with almost 10 representatives, each of them giving me a different reason as to why. TO THIS DAY my order says there is an issue with the payment method. 4 of the 5 phones have shipped despite this status. Ok. So the system has an issue.
1 of the 4 phones that I have received (it came in a separate shipment from the others because it was a Pro with an original delay in shipment) was delivered without a return package kit (the bubble envelope and box with return label).
I've chatted with 9 support representatives and have yet to receive the materials needed to ship the phone back.
If you feel like finding and sharing my chat transcripts for people to read through and for them to make their own decision, please do.
As you get more frustrated with a VZW chat agent, they apologize more. Then you hope they can fix it so you're silent while they're "working on it." Then you type back after 10 minutes of silence to find out that they disconnected you from the rep DUE TO YOUR LACK OF RESPONSIVENESS.
I hope that the 15 years of loyalty that the VZW means something to some executive at VZW. I feel so trapped in this terrible service I've received.
What an absolute shame to have to come to a community page to post about my difficulties with your support team. I know if this gets a reply it is going to be someone armed with scripts to reply to resolve my concerns. What would be fascinating would be a call from an executive to explain to me why anyone would have to tolerate this support.
