Grievance

[Tbestenlehner]

Hey guys, this is going to be a big first-world issue that you might roll your eyes at, but I need to state my case and get the right assistance. 
10/15/2024 I went into Verizon store by metro in Phoenix, Az, and ordered my new iPhone. I had to pay 218.?? To pay my phone off half way for an early upgrade, which I did in-store, and the phone was set to ship within 2-5 days. No big deal. Fast forward 5 days, and there’s still no tracking information so I check my bank statement, and Verizon refunded my purchase same day, and then tried to recharge me but my bank declined due to suspected fraud. I never received notice of this from my bank or Verizon so I wasted 5 days. I did the chat option and tried to get assistance with reprocessing the payment. That was a nightmare. Not only was the representative slow to respond, he also was just making stuff up. He repeated over and over that he sent me text message links and emailed me different versions of the same link to help with getting the payment processed. No email was ever received, nor text, nor any communication whatsoever. This went back and forth for well over 2 hours. I gave up, and called in. The person I spoke with assured me my order was good to go and that a tracking number would be issued within 24 hours. No tracking number was ever provided. Fast forward 3 days. I call in again. This time I’m greeted by a very snarky and tight lipped not-so-gentleman who proceeded to tell me he was going to cancel my order because he thought I was rude, refused to escalate the call when I requested multiple times, and then, just before hanging up on me, told me that I was an indecent person who he didn’t need to deescalate or assist because I’m an adult and should be able to resolve my issues on my own. When I called back it was confirmed the order was cancelled so I started a new order. An hour goes  past , we charge my card again, I have a million reassurances from Sophia that this time everything is taken care of and she has her manager on the back line helping her with this process. I pay for expedited shipping and the activation fee. Fast forward 3 days, nothing. Now I call in again and request to speak to a manager. I’m transferred to the fraud department, and then hung up on. Call back. Requests to speak to a supervisor, transferred to sales. Transferred to customer service. And then taken care of by a lovely gal who also got assistance from  the supervisor and assured me the order was recaptured, and that I would receive tracking information within 24 hours. Fast forward to today, 3 days later, 10/28/2024. I went into the Verizon store to find out why there is still no tracking information. Manager of the store tells me he can’t access the information because it wasn’t purchased in store…:…. And to just wait and….. call customer service if want to complain…….. I mean, if there’s a back order, omg just tell me. But wait, there isn’t because I have asked every rep if there is and they have assured me there isn’t. The fibbing, the disrespect, the lack of loyalty and the laziness is APPALLING. I can’t talk to anyone who can help me, and I don’t know what to do anymore. I’ve been with you over 5 years. Where is the support? 

[vzw_customer_support]

I first wanted to thank you for your 5-years of loyalty with us, and for taking the time to bring your experience in dealing with this order, and your attempts to get help along the way, Tbestenlehner. I know I would want to know what is going on with my order as well, and I would be happy to help. Can you tell me more about the make/model/storage of the iPhone that you ordered? What happens when you try to track the order status here: https://www.verizon.com/digital/nsa/nos/ui/orders/trackmyorder/

-Joseph