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I am really struggling with Verizon and their service. I ordered a phone on 10/14 which was lost and it took COUNTLESS phone calls to understand what was going on. Each call was left unhelpful and the customer service team who is clearly outsourced to tell me to continue calling back to check in on it. One lady even said "it's not my job to know the delivery service's schedule". Yes you can check your recordings and hear how unhelpful this team was. I could also hear yelling in the background from other workers while dealing with their phone calls. After 1 month of back and forth, I was able to finally cancel my order and order a new one. My new order consisted of 4 items and only 2 were delivered. I contacted Verizon and they told me to call back in 2-3 days if I still hadn't received the remainder of my order. I waited 4 days and notified them I still hadn't received it. They let me know they created a ticket for the warehouse for an investigation and in the meantime would process a new order to send me the missing items. BUT I had to pay an additional $86 to make this happen. I already paid for the items and they said they would process a refund on a later date once I got the items. WHAT! I told them there was absolutely no way I was paying another dime as I've already paid for items that I have not received and this point, they've lost my trust. I requested a cancellation and a refund because we are now at 1.5 months going back and forth. They proceeded to let me know I have to wait to cancel the order and I should call back in 2 days. I am so frustrated from this experience. The customer service is absolutely atrocious and why is it impossible to talk to someone who speaks English and who is knowledgable about the processes. The only person who was actually helpful was a lady named Whisper (who worked somewhere in the states) who processed my new number. She went above and beyond and shout-out to her. If I get redirected to someone one more time who cannot help me and is from out of the country, I'm going to lose it. I have shared my experience with countless people which directly impacts Verizon due to word of mouth. I will never purchase something from Verizon and will go to Apple and/or Amazon directly. I hope this gets read by management and someone actually provides some help with canceling and refunding my money.
Sincerely,
This is my first complaint so you know it's bad.

