Customer Service Experience

[jchecht10]

All I wanted to do was transfer services and create a new family plan for my wife and I. I thought this would be a simple process. I called Verizon on 5/17/2025 and spoke with a representative named Naman. This person made my wife and I feel as if he thought we were stupid for asking basic questions. Naman   informed us that we could transfer our phones to a newly created family plan and that nothing would change. The analogy he continuously used was that it would simply be like "moving your devices from one room to another", the new room being the new family plan. Because Naman said this would be the case, he assured us that our plans would remain exactly the same in terms of services and costs. I would keep my unlimited data plan at approximately $55 a month and my wife would keep her 10GB plan at approximately $25 a month. We were fine with this but skeptical. Naman assured us over and over that this would be this case. 

Naman told us that it would take five days to activate our new plan and that we would receive a call from Verizon on 5/22 to confirm that plan was active and to add my wife's phone to the plan. We never received a call on 5/22. On 5/23, I called Verizon to find out what was going on. I learned two things. 1) My new plan was inexplicably put under my mother's name and social security number (the owner of the plan I was previously on) and 2) Our bill would cost approximately $120 a month rather than the approximately $80 we were assured. 

Because Verizon's representatives are so incompetent I was transfered over and over, placed on hold several times,  and told conflicting information such as my new account had been updated to reflect my name rather than my mother's, when in fact it had not. When I would speak to representatives there would be prolonged periods of silence. When I would ask what they were doing they would simply say they were working on it. However, nothing was being worked on and progressing. All in all, for this entire debacle, I was on the phone for a total of 7 hours.

The second to last representative I was forced to speak with was utterly useless.. Finally, after an hour, he told me about a prepaid plan that would cost around the price that Naman had originally told me. I asked this rep why he did not just tell me about this from the beginning. He had no answer. This rep then just transfered me to prepaid without fixing the error regarding my mother's name being on my account.

It was not until I spoke with Diego at prepaid that anything got done. Finally, my account was put under my name. my wife's line was added, and my monthly bill was set at the price I was assured it would be (all be it the information Naman related to us regarding this was completely wrong). This was an unacceptable experience. To be on the phone for 7 hours in order for you guys to do the most simple of tasks is laughable. You clearly have no communication between representatives,. I do not even know how many times I had to explain the issues with Naman's mistake to various people. Because of your incompetence and mistake I had to waste an entire today. The worst part of it is I was the one who had to be proactive about fixing YOUR mistake. I was never called on 5/22 like I was told I would be and I don't even know what the status of our plans would be if I did not take the initiative. Hands down the worst customer service experience I have ever had with any company. 

[vzw_customer_support]

Hey there jchecht10. We always want our customers to have a smooth transition transitioning to a new account and hate to hear this was not your experience. We want to ensure you are set up for success so we will send you a private message. 

-Toni