Verizon should be utterly embarrassed as their poor customer support and loyalty program. As a former employee and 12 year customer I am completely disgusted by their lack of customer care and ability to take action or accountability. I traded in 2 phones as I normally do every 2 years and was charged for both phones even though the phone is shown on their site as being received. Spoke to countless representatives and still the charge has not been removed. Some how a brand new line was added to my account and Iโm being charged $102 for it even though my receipt shows an upgrade not a new line of service. No one can explain how that happened but they continue to add misc. fees to my bill. then made the huge mistake of ordering a phone for my sonโs birthday as a present on 4/19. UPS lost the phone in transit and Verizon is refusing to send me another phone, has not canceled the order for the prior phone and has lied countless times about refunding me the money I paid for the original order. I have spoken with 3 supervisors, who each promised a phone the following day, and never received it. I was also promised credits on my bill for customer satisfaction and never received it. Today is 5/1/24, my bill is $743 which includes amounts for which I should not have to pay and I still donโt have the phone I ordered. Each time I call I am transferred through every single service team agent they have, then finally someone takes the time to look. Tells me they need more time to investigate and will call me tomorrow and I never get a call back. My sons birthday was completely ruined! I hate this company and will be sharing my experience with my employer so they can discontinue any collaboration. Once our agreements are up I will be moving services and urge anyone who values customer service and obtaining products they order not to do business with Verizon. . Their CEO needs to pay attention to his company surveys and clean this up.
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