Customer Service Experiences

[Kelsannevan]

*****

the rep was great she did her job and did all she could do to help. The issue is with Verizon I cannot express how angry I am with all I’ve gone through the last two weeks with you. I will elaborate ok:

1: 2/7/24 I order and pay $105 for the pro max I want. I go to the store after 2 hrs and it’s pending still. I wait 2 more hours until they close no phone.

I call and chat the next day 2/8/24 still pending agent can’t do anything

I call Sunday 2/9/24 still pending offshore agent adv me that after three days I’m able to pick up, and go Monday it will be there.

2/10/25 I call customer care again because I am not going to go to the store for no reason; and she says it shows received I can go pick up.

I get to the store she says no it is still pending and if she cancels the order and I redo it again it will be fine. I ask if she’s sure because I’m hesitant to mess with it and she says yes it will still be $105 won’t mess with my credit. I tell her I can’t pay that day I’ll have to wait for the refund or my check.

So 2/13/25 when I get paid I go back to re order. Now I’m shown I need $499 down payment. THAT IS INSANE FROM $105 two days prior.

I try to get help and nothing all the agent says is “are you going to pay the $499? “ while not showing any emotion at all, and told me that I LEFT THE ORDER AT THE STORE AND NEVER PICKED UP.

I told her no that the girl in the store advised me that’s the best course of action.

So why am I being screwed here while still had my money anyway? This is over chat.

Being completely done with that agent :

I go back in and mess with different deals and decide I’m irritated it’s been almost a week I settle and pay $188 for the Pro that I didn’t really want but was just ok whatever with.

Also I was unhappy I paid more for a lower quality phone after paying for the one I wanted already and because of the girl at the store not knowing what she’s doing told me canceling is the best option.

It was supposed to be at my home at 6.45 pm on 2/14/24. I check my tracking it shows in my city but Verizon requested it be returned.

Me upset and angry once again call and am told I requested it be canceled. NO I DID NOT. Then I called to speak with customer care and I am assured a ticket #***** has been created to route the phone back to me when it arrives at the warehouse.

Tracking shows 2/18/25 it arrives at 9:29 am to Ft Worth Tx. I chat for three hours and am assured they will have it expedited to me.

Tracking never changes I call that afternoon and am made aware that is on fact not true the phone has been returned to the warehouse my order canceled and refund initiated. (In between this I went to the store and they couldn’t help me. )

****

Also be aware I lost one of the closest people in the world to me passss away unexpectedly, and my ex is keeping my kids so I’m not in a good mood already.

2/19 I spend THREE HOURS on the line and I have a great agent Jada who tried very hard to help.

She reached out to her higher ups and they tell me that’s my down payment is $299 for the pro max so with tax $389.

Still unacceptable but I was going to wait and just do it to be done.

In the meantime I still have not received my refund initiated on 2/10/25 when I listened to the 18 year old at the store and canceled.

**I also today still have not received that first $105. The refund for the pro I got quickly after two days. And Verizon cancelled that order on 2/18/24 and I got it last night. ***

So I tell her I’ll wait on my paycheck that night.

So I tried to reach out once again  that night because I DONT BELIEVE ESPECIALLY : because of what I went through due to mistakes on VERIZON NONE OF THIS IS MY FAULT there is no way possible to get my down payment back to the $105 tax only.

also on 2/19 I receive a bill from you for $163 when I’ve never seen or had any phone at all from you

I’m still willing to pay you even though you owe me money for two orders I never wanted canceled.

So my husband sees you have the phone he wants and he orders hence I had my account disconnected.

My phone still is working on T-Mobile because I plan on porting. My husband gets approved and orders this afternoon. Lat night is asked for identification docs he sends them they cancel his order because he could not be verified. So I canceled my account but went to my husband‘s and brought you a new customer that you screwed with as well and lost because he is not giving you another chance. I am so deep into this and have gone on for so long, I’m not gonna stop till I get what I originally wanted

Ok so early morning before he ordered because he told me to disconnect my account and then was on the fence about even going with you guys because of what you see me go through and well behold look what happened and I’m pretty sure. The only reason he was denied was because we share the same last name and address and are doing it at the same time

Just for kicks I tried to make a new account after canceling to see what my payment would do. I use a different email and I got a burner number used that and then submitted got approved and paid $105 once again still even though I’ve not received my original refund.

Ok so between all these transactions I paid you $399 and only got refunded $188.

So later on I check the status because I’m not sleeping from the stress I’m

Already under I show on my order more info is needed. I am only asked for my license and a live check photo and I get notified after that I can’t be verified and once again they cancel me.

My husband Gave up he’s done with you but like I said I’ve spent literal hours entire days and nights working this issue because not only is the point of the money I’ve given, but the point of the service and what I’ve gone through. I absolutely deserve to get what I originally wanted. I deserve to get it ASAP like today and I definitely probably deserve some kind of park for free or like a couple months month whatever free of my bill because this is absolutely ridiculous.

So last night when my husband is mad talking to an agent I get back on and try to help both of us and try to get my account back or continue with a new one.  I get on chat am assured again this will be resolved. I get told this every day now and nothing has happened except you just keep upping my down payment.

I fill out the credit once again and told I need to go to the credit fraud team. I speak with a great agent couldn’t remember his name he reviews and states no fraud. He then advises me after hearing my story he will send me to customer service. Great maybe I can finish this. So I’m sitting on hold and then responded to the chat agent I’m being taken care of they can go.

Another happened to reply and attempt to help even though I figured I’d be helped.

Idk 20 mins or so go by where I am on hold. I work for Assurant and we have to check on callers holding every 3-5 mins. NOT ONCE DID ANYONE COME ON AND ASK OF IM STILL THERE AND LET ME KNOW THAT THEY ARE WORKING ON IT. THATS EXTREMELY UNPROFESSIONAL.

so the person i was speaking g to attempts to reopen my account and after a while goes silent and i accidentally fall asleep. I woke up and panicked but there was no update nothing from them after that.

So I get back on my chat and get this lovely agent I just had who did a wonderful job. She absolutely tried her best and it’s not her fault I can’t get help.

I fill the credit out again she says we will make a new account again. After the credit check IM STILL FLAGGED AFTER BEING TOLD THREE HOURS AGO HE SEES NO FRAUD.

So I can’t call until 9 am she said and here I am.

I want to be helped. I want the phone I will pay the $105 again fine. I feel I deserve some perks or money off or waive something or give me a gift card instead of waiting weeks.

I AM DETERMINED BECAUSE I HAVE WASTED HOURS WITH YOU.

I have never had such an awful experience anywhere as I have these last two weeks. I’m emailing my info to the credit email once again and I am sending every id document I have.

I want my phone right now but it’s 4am.

I will be satisfied to get the phone delivered asap with the $105 payment i originally had.

I am copying this whole response because I am so tired of explaining. I want the highest of highest escalation agent and I’m ready to blast my experience everywhere on every forum call and email corporate because this process is not ok. Also why are you taking payments from people without even verifying them and guaranteeing them they can get the phone that is what the credit check is for

I’m going to go on trust pilot and there’s got to be something in this situation that can’t be acceptable as good business.

I am begging someone to please please please help me. Don’t transfer me and pass me on or not check back hoping I hang up because my account notes are probably long and unbelievable.

ABSOLUTELY NO WAY SHOULD I BE PUNISHED FOR CANCELING ORDERS AND MY FINANCING BEING MESSED UP

NO WAY SHOULD I BE PUNISHED FOR CANCELLING MY PLAN BECAUSE 1. I NEVER RECEIVED A PHONE DUE TO  MULTIPLE ERRORS ON YOUR PART.

also when I canceled it I was giving you my husband as a new customer and I was joining him.

OH AND ALSO HOW DO I GET A $163 BILL WHEN IM

TECHNICALLY NOT A CUSTOMER DUE TO THE FACT I NEVER GIT A PHONE AND PAID FOR THREE IN MY NAME AND ONE IN MY HUSBANDS PLAN BECAUSE I PAID HIM AFTER HE PLACED HIS ORDER.

I am so unhappy frustrated and upset.

My name is Kelly ***** my phone number *****