Messed up 6 phone order

[MusicGeekIncognito]

#Samsung Galaxy S25 
About two weeks ago, I ordered 6 phones on the deal of getting each phone on Verizon with us signing a 3-year contract; I also made a clear statement about keeping all 6 of our old numbers and porting/transferring them to these new phones. The telephone sales rep said he could do that, but I need to trade in our old phones; he's just gonna assign temporary numbers to these phones and we can make the switch when the phones arrive. He'll send me a link to trade in the old phones within 30 days, and the credit should show on the account. The phones arrived 2 days later with temporary numbers on them. 

In the first day, I spent 8-9 hours on the phone with Verizon customer support, and about an hour at  the local Verizon Corporation Center where they explained to me how badly the sales rep messed up my order. By the end of that day 4 phones did make the switch and received their old numbers, but two did not. About 1-2 hours were spent with transferring the 4 numbers that worked. The other 6-7 hours were all spent on one number that was a Verizon Prepaid number. That number was on an account with two of the other phones that DID make the switch, but this one certain number did not switch over. The last 1 number did not get any attention at that time that I remember because the problem with the certain Verizon Prepaid number was so bad.

On the second day, I spent another 3-5 hours on the phone again, because the Verizon store close by said that way Verizon telephone support messed up my account could only be fixed by calling Verizon and contacting them about it! So, no in-person solutions as a backup for Verizon; to me this was a fault in Verizon's system. There should be at least 1 person that could have level 2 or 3 access and fix the problems caused by miscommunication over the phone. At the end of that day, 1 more phone switched, it was the number that didn't get any time from the previous day; the certain Verizon prepaid number had still not switched.

 Verizon support reps many times told me that they wanted my number to call me back in case the line gets disconnected. However, apart from 2 of the reps, the other about 9-12 reps that I talked to did NOT call me back. My first call the first day was about 5 hours into the call when they dropped my phone call and did not call back. Poof! All that work was gone and I had to re-call Verizon, and explain the now more complicated situation to the next agent. More manual port requests, more activation specialists, more sales team support, more back and forth and my call got dropped again about 3 hours later. Poof! My work was gone again only to have a more messed up account.

The problems isn't that Verizon messed up my account without my permission. My signature is all over those messed up orders that were meant to fix a problem, but instead racked up a phone bill that is about twice a month than what Verizon had quoted for the promo. So, when a Verizon agent said that they were needing my approval on an order and said that the old orders would be cleared out of my account, I signed the order in good faith that they would do what they said. BUT, then they dropped the phone call before fixing my account, and now Verizon has my signed approval for line phone payment plans that Verizon sales rep said Verizon would cover! I had faith in Verizon's support system, but now I'm tied with my hands behind my back because Verizon support reps had me sign something so they could make orders that were supposed to fix the problem, but didn't. I should have 6 phones  with device added that have the lowest unlimited data plan, but I have 6 plans, and 4 device payment plans that are added and two lines that have activation fees which the Verizon telephone support had said would be waived for all the trouble. 

Various telephone support reps in their phone calls with me have apologized for Verizon and desired to make things right but did not have the ability to undo all the mistakes made in my order. Currently I need to have someone from level 2 or even their manager (because a level 2 specialist couldn't fix all the problems she told me) help me out and straighten this bill out.

Currently, today, we are still paying an expensive Prepaid plan on that phone that didn't switch over as well as having this bill due that is messed up from Verizon's telephone support. We also have an extra phone from the in-store Verizon team who attempted to help the switchover. Is there a level 2 or 3 who can help me with this? There's no way for me to fix this on my own; and without help, I'm stuck for 3 years paying on a 9 hour day and a 4 hour day of phone call support mistakes.

[vzw_customer_support · Accepted solution]

We are sorry to read that you are having issues with getting your service started, we'll be glad to look into this. To clarify, did you already activate your account?

~Freddy

[MusicGeekIncognito]

My account is active, yes, but that one phone line is still not transferred and there are multiple mistakes still unresolved on my account. 

[MusicGeekIncognito]

Verizon contacted me via a private chat, opened a secure chat, and fixed all the problems so far. At this point, everything lines up and I am so happy with Verizon for doing this. They blessed me by refunding extra charges and expenses I went through in trying to fix the problems and went out of their way for me. This is a voluntary message from me saying that Verizon did an awesome recovery job today. It's an answer to my prayer to God that they were able to complete every issue that we addressed to this point!