I experienced major issues in late Oct. My account ,which was paid in full and enrolled in auto-pay, was cancelled. I went to my local Verizon store immediately, and they advocated on my behalf to try to get my account reinstated on my existing phone. Corporate said it was not possible and my long-time phone number was gone, although they readily acknowledged they did not know how this happened, and that it shouldn't have happened. They kept me hanging for 10 days, saying they were working on it. I am elderly, live alone, and depend on my phone, so this was extremely stressful and potentially life-threatening. After 10 days, they figured out a way to use my existing phone, but they could not restore my number, which was a lifeline for me. I also incurred extra charges to accomplish this "reinstatement".
This all started with a digital chat where I was told I could sign up for pre-paid without service interruption and keep my number and my phone because I was looking to decrease my monthly bill. They told me to submit $84.68 online, which I did. The next morning, I awoke to no service. In the end, Verizon agreed to reimburse the 84.68 I had paid and credit my account $50 for my trouble. I have not received any credit at all. There should be copious notes in your documentation, as there were many conversations between my local reps and the corporate people. Please let me know if you need further information and advise of your intentions. I have been a Verizon customer for over 6 years, and this has certainly shaken my good opinion of your service.
Hello! We regret to hear about our experience with the service. We know it is imperative to have connection at all times. We would be more than happy to address any account concern. Please send us a Private Note.
*Leyla
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