Monday 2/3/25 – Called into customer service at 2:17pm and stated that I was not receiving all of my calls on my Samsung Galaxy S21 line ending in 0636. I called in previously for the same issue before. I stated that I had already reset my network, restarted the phone, and a factory reset was not an option because I would lose to much date. Cst service transferred me to Tech. I s/w Alexis who I believe was a Tech Coach. I gave her the same information, she attempted to trouble shoot and said I had 3 options: warranty replacement with the same model device, take the device to a store and have a rep there physically attempt to troubleshoot the phone, get a new device. I stated that I would rather just get a new device. We discussed the Samsung Galaxy S25, in which I would pay the taxes at $64 or $68 and the device itself would be at no charge to me. I agreed, and then asked about the Samsung Galaxy Ultra, she stated “rest assured the device will still be at no charge” and that I would pay $104 in taxes, I agree. The phone was a preorder and was to be delivered on Friday 2/7. She sent me a link to my phone to make the payment of $104, which I did. Then she sent another link to my phone to accept the terms and conditions. I looked over the link and it contained 5G home internet. I told her I did not order the internet. She stated that it was an error, and that she would email me the correct terms and conditions. I received 2 emails and they both listed the terms and conditions for the 5G home internet. The line was disconnected, and she did call back, however my phone never rang and went directly to voicemail (which was the reason for my call). I only know that she called back because she left a voicemail from 1-888-881-2622 @3:19pm est.
I called back into cst service and explained I needed to be transferred to Tech. I was transferred and s/w Benjamin who was a tech lead and explained the above. He stated that he did not see my order and asked if I was speaking with tech at Asurion, I informed him that I didn’t know that it was just Tech. I was transferred back to cst service and s/w Grace. I informed Grace of the issue and explained the above, she was able to find my order and stated that the phone was under order # ***** and the 5G Home internet was under order #*****. I informed her that I did not was the internet and never ordered it. She said that the orders were tied together and that if I cancelled that I would also cancel the phone order. The best option was to receive both items, and return the 5G home internet box to a store or mail it back in. I told her that that was extremely inconvenient for a mistake on the part of VZW. Ultimately, I agreed.
Wednesday 2/5/25 @9:07am – Called into cst service and s/w January. Explained the above, and asked if they could see the order as only the 5g home internet was showing on my account and the order on my account should show the phone. She stated that the phone order will not show on my account until the order is shipped. I state that didn’t sound accurate because when you make an order, it appears under my account. She said that was true, but this was the case because it was a preorder. She then set up a call back for 2/7 to ensure I received my phone.
- I contacted chat and s/w with Kinsley who was unable to assist.
- Rec’d call from January on 2/7 as promised however I never received my order.
- s/w Miya from the internet order dept.
- s/w Nadira from Post (not sure the full department name)
- s/w a male rep from cst service who ultimately cancelled my order and refunded the taxes paid. He attempted to reorder the phone, however stated that I would need to pay the upgrade. I told him that I was not supposed to be charged. Asked to speak to a sup, who was extremely rude and no help. I asked to be transferred because he was not assisting me, he stated that there needed to be a valid reason for the transfer and I told him my request was enough. I then told him since he cannot assist me and was unwilling to transfer me, then we can just sit on the phone because it is policy that he cannot hang up on me, he indeed hung up on me.
- s/w Mary in customer loyalty, she attempted to order the phone for me but indicated that to take advantage of the $1000 off that I would need to add another line, and I refused. I informed her that I would just move my service over to T-Mobile. She provided a $75 credit.
- I received an email showing the full initial order, the original agent added another line to my account in addition to the 5g internet. I did not order either and that is fraud.
- I contacted the fraud department, and they basically stated that they could not assist and transferred me to cst service and they were unable to assist as well.
Is it normal for VZW employees to add additional services and equipment without their customer's knowledge or permission? I have reported this and absolutely nothing was done. I was promised that there would be some sort of action. That is not acceptable, had I not paid attention I would be paying for additional services/equipment. Lastly, how and why was the initial agent able to offer the phone at no cost, but no one else sees how that is possible. So much for being a 20 year customer.
