I was attempting to place an online order for accessories using 3 promotional gift cards received when I ported in 3 lines. I had issues processing and ended up placing the order through chat with an agent successfully… Or so I thought. The order was placed on 5/22/24 and said it would be shipped in 2 days. The agent I was chatting with assured me the order was placed. Today is 6/7/2024 and nothing. I have reached out through both chat and live reps to her info on status of order. The order never appeared in My Verizon like previous orders. No shipping nothing. In the past 2 weeks I’ve spoken to at least 8 reps. Chat is a nightmare. I had 2 different agents end chats/stop responding. I’m assuming because they had no answers. I was told today that the order was still pending by one rep and another said it was cancelled on 5/30/2024. I was connected to a sales rep to order and potentially pick up the order locally. Three of the four items were available so we proceeded with the order. Used 2 of the promo gift cards and the last one, did not work as it was not refunded. Steven (sales) was great. He transferred me back to CS and stayed on the line explaining and helping me to get the isssue resolved until he needed to end our call and return to the que for others. The rep I was speaking to unbeknownst transferred me to another department, which turned out to be the wrong department. They then tried to transfer me back to CS and I told him that’s who sent me to him. Finally k spoke to Dexter in promotions who basically told me that it would take 3-5 days to refund the gift card and if I needed my order sooner I had to add it to my account and then go back and add the gift cards to cover the amount. I spent 2 hours and 52 minutes on the phone with nothing but I’m sorry. This is inexcusable. I have only been with Verizon for 6 months but if this is what they call customer service I will take my business back to T-Mobile, deal with the spotty service and pay less. I never had an issue with T-Mobile’s CS it was the reception that caused me to switch but now, I’m willing to bite the bullet and go back. This is possible the worst experience I have had dealing with a cellular provider.
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