I have been a Verizon mobile customer for 12+ years. My husband had a Verizon line through work, which will no longer pay for the service so we needed to transfer his line to my account. Despite an agent telling us to add a line with a temporary number to get a new phone and then transfer the phone number, we have spent hours on the phone only to be told they can't do that since this is technically a line transfer. As a long-time customer whose family needs to pay for a line that was clearly funded through a corporate plan previously, this is very much a new line to us. Plus, an agent told us to handle it this way, and it's resulted in hours of frustration and now we have to ship the new phone back. At this point, it's not even about the money but the extremely disappointing customer service. If they would have properly informed us during my first call, we would have been frustrated, but way less so now that we've wasted so much time/effort. I wasn't previously motivated to compare service providers and consider switching, but now, with two daughters approaching cell phone age, I am. And the only reason I'm even posting this rant is because they've removed any option of submitting feedback without sitting on the phone for an hour for no purpose. Last point out there to share with others - if you've been a long-time customer simply renewing your service when prompted, be sure to check the pricing. The agent we spoke to informed me that I've been overpaying by $20/mo due to a grandfather plan.
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