Where to Escalate Complaints to?

[Siobang]

This experience needs to be escalated. I would cry but for how absolutely absurd the past 48 hours has been.

I have been a customer for 2 days (maybe not any longer) and this has been a horrible experience from the beginning.

Tried to order a phone for an online deal. Chat rep had to run a “soft” credit check & I asked him if I needed to Unfreeze my credit before he did. I had my identity stolen before so I always keep it frozen. He said No… well it resulted in my application held up, being submitted 4 additional times, triggering an alert with the credit bureau for potential fraud, a ‘chat argument’ that it wasn’t my side that was the issue and 3 wasted hours before I hit my limit and called to deal with someone else.

New rep ‘fixed’ the issue of 5 submitted applications, but had to ship the phone to my old address because I moved 3 days prior and hadn’t updated all my card/bank addresses yet. No way around it. Fine - says it will be there on 12/6, so I take off work, drive 1 hour drive to sit and wait at someone else’s apartment for 5 1/2 hours before UPS updates that it wasn’t being delivered until 12/7!!! It wasn’t shipped out on time by Verizon even though the rep confirmed it would be there 12/6!! So I am stuck in 1 1/2 hour traffic driving back. Try to get UPS to change the delivery date or address - nope, Verizon locked it. I am having surgery in 12/7, so would never have agreed to that date!

Call Verizon when I get home and am told that I can cancel and place a new order to pick up in store,  but I will be issued a temporary phone number and will have to carry both services for at least 2 weeks until the phone is back in their possession. I said NO! I AM NOT DOING THAT! DONT CANCEL IT AND I WILL FIND SOMEONE TO BE THERE TO SIGN FOR IT!

THEY CANCELLED IT ANYWAY!

I get an update from UPS that it’s going to be returned to Verizon AFTER I found someone to be there to sign for it. I call back and am told “nothing we can do - wait for the phone to be returned to us and then place another order”

My phone number is tied to this phone that has never and will never be in my possession, so they refuse to send a new one while they get it back!

Every single rep has made a mistake or given me incorrect information. No offer of compensation - just ‘I’ll document it and when you call to reorder someone will decide if you will get compensated.’

What a way to treat a new customer….