I went to add a line which was very straightforward and not problematic. However almost as soon as I completed the transaction plans change and I want it to cancel yet I could not do that online because shipping had already been processed. I then had to wait to receive the phone to call and request a return label. I returned the phone unopened and was advised that there would be no charge if I didn't open the package and my originals plan would be restored upon its receipt. The phone delivery receipt was confirmed however it's been a nightmare for the last month and a half. Every time I call wireless customer service I get someone that tells me that the problem will be resolved in 24 to 48 hours. Each time I spend an hour or up to 2 hours between the virtual assistant and CS that does not speak very good English and sounds as if they are speaking from a script. Notes should be readily available under my account details on communications. Now after four phone calls and one visit to a local Verizon store to get to yet another CS that told me some nonsense and the problem is yet to be resolved. I am being billed for the phone and the service for an additional line since April 13th. Today, I was told if I promise to pay and they would restore my cellular service within about 15 minutes. And that they would notate the promise to pay to be due on June 5th so there wouldn't be a mistake and shutting off my phone again. The problem is four times now wasting so much time that I don't have to give during their business hours because I work a full time busy job and my problem is still not resolved. To what level of this incompetency is acceptable? It is extremely unrealistic of any company to permit such poor service to its customers. I know if this issue is not fully resolved - my service restored by the time I wake up in the morning and my billing is not put back to where it was by EPB tomorrow, I will no longer be a Verizon customer for wireless or for home service. Fed up with the incompetence for something that is typically easily resolved! Too much undue stress for something so simple.
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