No Christmas presents for my husband
-Skittles-
Enthusiast - Level 2

Verizon really destroyed our Christmas. And they will not help fix it before Christmas. I switched to Verizon July 2022 and the current promotion was any phone numbers that was ported over  to the phone plan received $200 gift cards. I switched 3 phones totaling $600. At first, I was just going to apply them to my bill however, you loose the discount of auto payments if you use them. Instead, I saved them until it was time for Christmas shopping. On December the 4th, I placed an order on the Verizon app. I did not realize it was going to go straight to my bill. I attempted to cancel the order on the app, but since it was right afterwards, there was nothing on the app to cancel. I called customer service and asked if they could help by canceling the order. After 30 minutes on the phone they “successfully “ canceled the order. I then attempted to order again looking for the payment option for gift card… there wasn’t one. I then called customer service again and they placed the order for me BUT they could not take my gift card as payment because of their privacy policy. They gave me 2 options to pay- 1 -I could go in to the store and pay on the order. 2 -the order can go to my bill and I could call before my bill due and make a payment for the order with my gift cards. I guess the policy doesn’t matter at that point but since it was a gift for my husband I didn’t want him seeing it on the bill before Christmas or know how much I paid.  Needless to say, I went with option 1 pay at the store. Customer service placed the order on the 4th. I paid for the order in the store the 5th when they opened to avoid the wait. Boom done! Or so I thought. The 6th my next bill became available to view. It had all the charges from the first order on it. And both orders had a tracking numbers to go to my house.  My thought was when I get the products from the first order I can just go return it but I better call customer service let them know about my account/orders make sure all is well and get the charges off quickly so my husband doesn’t see it. They did see the cancellation, apologized and the issued a ticket to fix it. He stated that on his side it is gone but it will take time to see it on the app. He told me that in 7 days it will be gone and he will personally call me to make sure that it is off. Well, alrighty then! Guess I will wait for 7 days. It is now the 7th when my packages are set to arrive! I keep checking the tracking numbers. It’s now 345, it’s out for delivery and projected time is before 430. I see the fedex driver in my neighborhood and called my son to have him stand out there so we don’t miss it. They didn’t come… I get home and wait… at 428pm my orders were delayed until the following day. That’s odd, but that’s a fedex issue not a Verizon issue. So again, we are back to waiting. Now it’s the 8th, I check the tracking to see what’s when it is going to get to my house. The tracking stated it was cancelled and went “back to shipper”. Both orders?!? I don’t understand what is going on. So, you will never guess what I did next! I called customer service. They could see the cancellation of the first order and that’s why it was returned to shipper. They couldn’t see the second order because “it was placed in store”. Umm, no it wasn’t. It was paid for at the store. “Well, that’s a store issue you will have to go to them for updates”. What?!?!?!? Verizon you have lost your mind let me talk to your supervisor. Supervisor never came to the phone. They spoke through this woman. There was nothing they could do?!? So I went to the store, they couldn’t do anything because it was not placed with them. The suggested I follow the shipment and call customer service on Monday. It’s Monday the 12th.The shipments are not due to arrive until Tuesday. But I called customer service like the store said. An hour on the phone with Customer service told me that the first order should have never been on my bill to begin with. And that it will for sure fall off my bill on Tuesday when it arrives. As for my second order, once it arrives to their warehouse, the could not refund the gift cards but that they would issue a check that was full amount. Okay great! When can I expect it? It will take a minimum of 15 days to be sent to me. So the earliest I can get it is 29th?!? I asked can’t you just credit my account with that amount… nope. They have to do it through the system. At this point guys, I am full on balling my eyes out. I have no gifts, no funds  and an additional $750 that is on my bill due Christmas. I begged what the heck do I do at this point. Her response “I can only imagine what you are feeling, you are making this hard on me with you being upset”. How do you expect me to react?!? Verizon you have hurt me, ruined Christmas and I have never regretted switching companies so much in my entire life. What am I suppose to do now??

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Re: No Christmas presents for my husband
vzw_customer_support
Customer Service Rep

Skittles, your wireless experts are here to assist. Thank you for providing the backstory to what is going on. From what I am seeing, the overall issue is that the phone won't make it in time for Christmas? As we do understand the initial concern of the way the situation transpired. 

 

-Nicci

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Re: No Christmas presents for my husband
-Skittles-
Enthusiast - Level 2

No! My order was sent to the warehouse. My refund will not be issued to me until the 29th so I can not reorder it. 

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Re: No Christmas presents for my husband
-Skittles-
Enthusiast - Level 2

It was not phones- it was the quest 2 and JBL headset. 

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Re: No Christmas presents for my husband
vzw_customer_support
Customer Service Rep

 

Skittles, thanks for the details. We are going to send a private message. -Pamela

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