I am writing to formally lodge a complaint against Verizon regarding a significant error on my account and the subsequent mishandling of my attempts to resolve this matter. Despite several hours of effort, including conversations with multiple representatives and supervisors, my issue remains unresolved. This experience has been not only frustrating but also indicative of a serious lapse in Verizonโs customer service and operational protocols.
**Details of the Incident:**
On April 18, 2024, while making changes to my account and promotions, a Verizon agent erroneously switched my mobile protection plan to "Mobile Secure," a program I had not authorized or even heard of. Upon discovering this mistake, I contacted Verizon's customer service to rectify the error, particularly because my device has a cracked screen that necessitates coverage under my original protection plan.
**Sequence of Events:**
1. **Initial Contact and Supervisor Promise:** I spoke with a supervisor who acknowledged the mistake and assured me she would stay on the line until the issue was resolved. She indicated that she would coordinate with the technical department to ensure a replacement device would be sent out. I was subsequently placed on hold for 20 minutes.
2. **Misleading Transfers:** After the hold, I was inexplicably transferred to Asurion, then to Financial Services, and finally to Customer Care, where I spoke with Agent Briana and Supervisor Shante. This series of transfers resulted in an inordinate amount of time wasted and increased frustration.
3. **Payment and Technical Support Confusion:** Supervisor Shante informed me of a past due balance of $233, which needed to be cleared before a replacement device could be ordered. She connected me to Chester in Tech Support, who then informed me that Tech Support does not handle payments. I was forced to make a payment online to proceed. Chester then began processing the replacement device, confirmed my shipping address, and placed me on hold to obtain a confirmation number. However, he never returned to the line.
4. **Lack of Accountability and Documentation:** Throughout these interactions, I requested the names of all agents involved, confirmation numbers, and documentation of the promises made, but was repeatedly told that this information could not be provided. This lack of transparency and accountability is unacceptable.
**Request for Action:**
I am formally requesting that Verizon pulls the call records from April 18, 2024, as well as the calls made today at 7:37 PM EST and 10:18 PM EST. As of 11:00 PM EST, I have not received a confirmation number or any resolution to this issue. This situation is both disheartening and unethical, reflecting poorly on Verizonโs commitment to customer service and fair business practices.
Given the gravity of this situation, I am also forwarding this complaint to the Better Business Bureau and Verizon's leadership and legal teams. I expect an immediate investigation and corrective action, including a retroactive reinstatement of my original mobile protection plan, a prompt replacement of my damaged device, and a waiver of any fees or charges incurred due to Verizonโs error.
Please be advised that I am prepared to pursue further action if this matter is not resolved to my satisfaction. I trust that Verizon will recognize the seriousness of this complaint and take the necessary steps to rectify the situation promptly.
We are sorry to read that you had this negative experience with your account, and will be glad to forward this feedback on to our team. Were you able to receive the replacement device?
~Freddy
Someone named Chester in tech support escalations was assisting me at 10:18pm. He was processing the order and placed me on hold while he got the confirmation number. I was only waiting on the confirmation number and he never came back to the line then you all closed at 11pm EST and I had to wait until now and I'm already getting the run around!
I did not get the replacement I have been on the phone now for about 15 minutes with someone named "Dee" on escalations and he's trying to sell me a new phone. All I want is this wrong fix. I did not request to cancel protection coverage on my SIX devices. That would be dumb! I also have never heard of mobile secure that the agent put on my account. Some needs to help me because this just isn't right.
Any updates on the situation? I am currently facing the same issue. They switched my mobile protection to this nonsense Moblie secure
We want to help with your concerns. Is your device damaged? When did you notice this change to your account? ~Peter
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