Lost a loyal customer of 15 years

[Kendall23]

I have been a loyal customer of Verizon since High school. I have generally never had any issues with Verizon: never had any issues with an unpaid bill or any issues with customer service when I reached out for their assistance. I have honestly never had a bad experience with Verizon until recently.

I recently was switching onto my Husband's plan, and THAT  is where the nightmare began: first, we were on the phone for 3 hours because they said my carrier wouldn't release my phone number, well...Verizon is my carrier. Next, the first customer service representative said their supervisor wouldn't authorize the switch for some reason. When we asked to speak to the supervisor they rebuttled with "Well, my supervisor would like to know why she would want to switch off her own account onto this one." NONE OF YOUR BUSINESS.

After 2 days of waiting for our "open ticket" to be answered we finally got THAT resolved. Then we were told my old account had a $700 promotion that I could use towards the new iPhone 15 since I am switching accounts. GREAT! Finally good news. When we were almost done activating the new device there was an "error" in the system saying that there was an unpaid balance left on the device. The phone was bought in 2020, there was no unpaid balance. We were then told to come back ANOTHER DAY that there was "nothing they could do." After a few days, we returned hoping to get an answer. Well, we were there for another 3 hours on the phone with customer service with in store reps trying to figure out what the issue was. They indeed found out there was no unpaid balance but that the phone was put on some FRAUD LIST and that it was ineligible to be traded in towards the promotion. Rep after rep chimed in with proven information showing our purchase date and my last day of use (the day the Verizon rep activated my new iPhone) and they still said there was NOTHING they could do.

After asking to speak to the manager on the customer service line she said "It was put on there by someone that is extremely high up and there is no way to remove it." she was also "not willing to lose her job over this." WHAT!?!? why am I being treated like an international criminal?? Why are people putting people on random unknown lists if they can't get off of them?? So after I have been paying Verizon all these years somewhere, they realized my phone was on some random fraud list and no one decided to inform the customer about it? what if there was an actual threat of someone trying to hack my phone and all you did was put me on some list hoping they didn't steal my identity?? The customer service rep then begins to ask me if I have been involved in any illegal activity- WHICH IS ABSOLUTELY LUDACRIS  and COMPLETELY INAPPROPRIATE. 

To sum up, if we ever got it fixed: No. we were told to write a handwritten letter to some address in New York and see if I could plead my case. I have no case to plead this is absolutely ridiculous and the fact Verizon can treat customers of over a decade like this is out of control. I will be switching carriers and never looking back.