Customer Service

[awbruns]

Unreal that this place is in business, if I had another option for service in my remote area I'd be gone like so many others.

I've spent two weeks and over 8 hours on the phone with Verizon. This process should be criminal. Today I am currently on the phone, 4 hours and 50 minutes in, explaining over and over the same situation. Fairly simple really, I am on an existing Verizon account owned by another person. I have opened a new business account of my own and have 3 numbers that need to be transferred over. Simple, right?

I first tried this process in-store, it cannot be done as they are not allowed to transfer service from existing Verizon accounts. No problem, I'll try online. Get the account created, submit the documents, get approved, everything is going great! We're all getting new phones with trade-ins, the rates are fine, go to complete the final step and...unable to transfer numbers from existing Verizon accounts on the website, it must be done on the phone.

Here's where the real brain damage starts, calling Verizon. After getting transferred around multiple times I finally get a business account created. I answer the email submitting required documents. Then nothing, for 10 days. I call again yesterday, spend over 2.5 hours on the phone trying to transfer numbers over. We go through the whole process multiple times. Got disconnected a total of 5 times, I've learned that asking to speak with a supervisor leads to being put on hold, if you're willing to wait it out 15-20 minutes the call will disconnect. Then you're back to calling the same number, explaining the same situation and starting from scratch. I provided all the numbers, they contacted all the account owners and got approval to transfer service. On hold waiting for final number to get connected and get disconnected again. I give it the night to cool off, obviously frustrated.

Call back today at 10:20 in the morning, It is now 3:15 in the afternoon and I'm still on the phone with Verizon. We have went through the entire process twice (got disconnected when talking with a supervisor Emily on the final step around 11:30). Called back went through then entire process again with supervisor Skyler, they contact all the account owners for the second time today for approval, all good to go. Get to the final step on the final number, while on hold an associate from customer service answers, she has no idea why I've been transferred to her. I have no words. 

How can this even be a thing?

A word of advice for those looking to contact Verizon customer service - don't do it, you're more likely to develop an alcohol or drug addiction before you accomplish anything on the phone with Verizon. 

A word of advice to those looking to transfer service from one Verizon account to another - don't do it. If you must have Verizon, your best bet is to move your number to a prepaid account for a day. You can then complete the process online and even get free phones for moving your number to Verizon!

A word of advice if you find yourself on the phone with Verizon Customer Service - Do NOT ask to speak with a supervisor. You will be put on hold, if you're willing to listen to the hold music for 15-20 minutes, the call will be disconnected and you get to start the brain damage over again.

Best of luck,

Aaron 

[SynthpopAddict]

Sorry to hear about your experience.  If the original account was a personal one and you were trying to get your 3 lines into a new business account - the personal and business sections are 2 different parts of the company, which was likely where the problems were coming from.  It also doesn't help that you were most likely speaking with people in an overseas call center.

If it makes you feel better, the other large US carriers also outsource their CS overseas.  Also, prepaid customers are not eligible for any promotions at all.  I have to buy my devices outright before they can be activated on Verizon.