Complaint Regarding Improper Charge Request at Verizon Store

[Sadig]

Complaint About Verizon Store Employee Misconduct

Dear Verizon Customer Relations Team,

I would like to file a complaint about my recent experience at one of your Verizon stores.

Yesterday, I called Verizon to transfer my existing number to Verizon. The agent on the phone confirmed the transfer and told me to hang up once it was done. After I hung up, my number became inactive on my phone, and I was unable to add it as an eSIM. I spent a long time troubleshooting online with Verizon support, and they advised me to visit a nearby store for assistance.

Today, on October 26th, around 12 PM, I went to the Verizon store located at 110 S Fairfax Ave, Suite A-15, Los Angeles, CA 90036. A young female employee at the store told me that to reactivate my line, there would be a $40 reactivation fee. I explained that my number was already active and only needed to be added as an eSIM to my phone — no reactivation was required. However, she insisted that I had to pay $40 for her to do it.

I decided not to proceed and instead went to another nearby Verizon store located at 100 N La Cienega Blvd, Suite 233, Los Angeles, CA 90048. The staff there immediately helped me add the eSIM for free within minutes.

Some may say this could be a misunderstanding, but it absolutely was not. I explained everything clearly and in detail to that employee. She fully understood the situation — she simply tried to charge me unnecessarily.

This behavior is misleading and not representative of Verizon’s customer service standards. I am requesting that this incident be reviewed and that appropriate action be taken to prevent such practices from happening to other customers.

Thank you for your attention and understanding. Please confirm that my complaint has been received and forwarded to the correct department.

Sincerely,

Sadig

October 26, around 12 PM

Verizon Store – 110 S Fairfax Ave, Suite A-15, Los Angeles, CA 90036

Second Store (helpful) – 100 N La Cienega Blvd, Suite 233, Los Angeles, CA 90048

[vzw_customer_support]

Hi there, we would like to address your concerns and will be sending a private message to get started. 

-Cynthia

[SynthpopAddict]

I didn't check the store locator site, but is it possible the first location is a 3rd party store, and not a corporate one?  Because 3rd party stores can charge additional fees for things at their own discretion and it's not related to Verizon.