Customer Service

[LK2024]

I am extremely frustrated and disappointed with the handling (or lack of) of my situation. I ordered a phone on 10/21 and it was to be delivered on 10/25. A package from Verizon was handed directly to us, but the phone was not inside. We assume it was stolen by either someone within Verizon or UPS. We reported it that day after my husband had to spend hours on the phone to do so. We were given ticket number and told that someone would be in touch with a resolution in 5-7 days. No one was in touch with us. I spent hours on the phone and then in messenger on 11/1 and was told that the ticket was created incorrectly but to rest assured it was fixed now. After another week I contacted Verizon. On 11/9 I again spent hours on messenger trying to seek help. I was told both tickets were incorrect and that the status needed to be changed because it was marked as delivered but once it was changed a device could be sent. I was told that this would be escalated and I would have a phone sent to me by 11/13. On 11/13 I again spent hours on SMS and messenger where I was disconnected multiple times. I was told that the tickets were closed because there were multiple open so they would need to reopen a ticket but to rest assured that they would do so. One agent made it seem they were working on escalating it and expediting shipping but they were disconnected and the next person asked me if I received the first phone or not and we were back at the beginning. On 11/14 I was told a ticket was reopened in the morning and was working with an agent named Kate that said she was continuing to work on it. I continued to check in to make sure we would not be disconnected and she told me to “rest assured” she would work on this until there was a resolution. At 8:45 it had been an hour and forty five minutes since the chat started and a different agent joined the conversation. When I asked to connect with Kate again they told me not to worry and they would pick up where we left off but we then had to start the process over again. The next agent told me they had gotten the trade in and order cancelled and that they were making sure I would be refunded the taxes from the order. I was then disconnected from the chat with them again.

On 11/19 I went to a Verizon store to ask for help getting the order placed again with the same deal I had originally. They told me they couldn’t do that but I could call a number and get it taken care of. I called the number and instead of upgrading my line with the same deal, the person created an entirely new line. I then spent more time on chat and on the phone trying to get that cancelled after realizing that this replacement order was created incorrectly. When I asked for help getting the order placed with the original deal, I was told that deal was no longer available and no help was provided.

My husband and I have been customers for 14 years and prior to that I was a customer on my parents’ account. The lack of customer service for almost a month now has been appalling. I’d love to be connected with someone that could actually comprehend the issues and help.

Does anyone know a way for me to contact someone higher up and capable within Verizon? Thank you for your help.

[vzw_customer_support]

Hello, LK2024, thank you for reaching out in reference to your most recent upgrade experience. I'm certainly disappointed that you had to reach out multiple times on this and we do want to help ensure you are able to get your upgrade. So we can better assist, we will be reaching out via Private Message.

-Lauren

[LK2024]

An update: I was asked to join a private chat. In the private chat they told me what the current promotion was for a phone upgrade instead of considering my post and offering actual help with the situation.