Dear Verizon Executive Relations,
I’ve been a loyal Verizon customer for over 21 years, but what I experienced on May 31, 2025, has pushed me to the breaking point.
What started as a simple request about my order turned into a 5+ hour ordeal filled with contradictory information, false promises, and repeated disconnections every time I asked for a tracking number. I was told:
The order was with the carrier and would arrive today,
Then that it hadn’t shipped but would go out in 2–3 hours and still arrive today,
And then again that a new order could be placed — followed by yet another disconnect.
After all that, I finally spoke with a supervisor, who confirmed that I had been lied to. I have that call recorded, along with screenshots and transcripts of over 240 messages exchanged throughout the day.
Let me be clear:
This is no longer about the order.
At this point, delivering the phone will not fix what has happened. What I experienced was intentional deception, an incredible waste of my time, and a complete breakdown in basic customer respect.
Meanwhile, T-Mobile has offered to:
Pay off my existing devices,
Provide new phones and two smartwatches,
Let me keep and resell my current devices,
And lower my monthly bill.
After everything that happened, I am not looking for Verizon to match that offer. I am giving you one last chance to keep my business, but your response must go above and beyond to make up for the time, dishonesty, and damage done.
You have until 10:00 a.m. CST on Monday, June 3, 2025 to respond with a more valuable and meaningful resolution. Otherwise, I’ll be moving forward with T-Mobile and formally filing complaints with the FCC, BBB, and other consumer advocacy organizations.
Sincerely,
We know it's important to get not only the correct details but for you to feel confident that you are being fully taken care of when working with our support. We will be sending over a private message to address all of your concerns together.
-Meg
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