New Account suspended by mistake

[Ruthyc777]

I am writing to address my profound disappointment, considerable concern and frustration stemming from my recent encounter with Verizon Wireless. On April 17, 2024, at 3:00 AM,

I initiated contact with your esteemed company via the online chat support feature, seeking guidance on potential new service offerings. My interaction was facilitated by Maria, located at E331201, who provided insights into various service plans. At the time of our engagement, I had maintained a decade-long relationship with T-Mobile and was contemplating a transition to Verizon, primarily motivated by the superior service offerings reputedly provided in the Phoenix, Arizona area, where my son, Marianno *****, resides.

Following an extensive discussion of available plans and options, I communicated my requirements to Maria, encompassing the transfer of seven lines, inclusive of two for which phone trade-ins were desired, alongside the addition of new watch lines. Of particular significance was the inclusion of my son's line, bearing the number ***** domiciled in Phoenix, as previously mentioned. Maria advised a separate order under my account to facilitate the shipment of the phone and watch to his location. Subsequently, I consented to migrate all seven lines and integrate two watch lines, bringing the total to nine lines under my personal account I engaged with your online chat support, seeking information about new service options. Maria, located at E331201, was the representative who attended to my inquiries. At that juncture, I was a dedicated T-Mobile customer for the past decade. A significant motivator for my consideration of Verizon services was the relocation plans to join my son, Marianno *****, in Phoenix, Arizona, scheduled for July. He extolled the superior service of Verizon in that region.

After Maria’s detailed explanation of various plans and offers, I proceeded to articulate my requirements, which encompassed the transfer of seven lines, including two for which I intended to trade in phones, and the addition of new watch lines. Notably, among these lines, one bore the number *****, belonging to my son residing in Phoenix, as previously noted. Maria proposed a separate order under my account to facilitate the shipment of the phone and new watch to his address. In light of these discussions, I opted to transition all seven lines and incorporate two watch lines, aggregating to a total of nine lines under my personal Verizon wireless account.

Kindly find attached the necessary documents for verification purposes. The prolonged resolution process necessitated nearly four hours of intervention by a sales representative, who, upon identifying Maria’s oversight, expeditiously rectified the error. It emerged that shipping to an alternative address was impermissible, as devices were restricted to dispatch solely to the account holder’s address—an aspect unmentioned by Maria.

Additionally, the inability to add my son, Marianno, to my account for expedited acquisition of his device at a store location, as suggested by Maria, further compounded the ordeal. The ensuing intervention entailed collaboration with the technical and fraud prevention teams, necessitating my provision of identity verification through my passport.

Regrettably, despite the concerted efforts of these representatives, the pivotal issue concerning my son’s connectivity and device acquisition remained unresolved. During this ordeal, my son ventured to a Verizon Store at 21000 N Tatum Blvd Suite 16-1010, where the store manager corroborated the necessity of adding him to my account—a sentiment echoed by the representatives I had been liaising with telephonically.

In response, I promptly visited the Verizon store nearest to my residence, located at 11600 N Kendall Drive in Miami, where I successfully added my son, Marianno, to my account. Subsequent efforts to activate my service, followed by the procurement of an additional watch line, were abruptly halted when my service was summarily suspended within twenty minutes of activation, precipitating financial hardship and disruption to essential communications channels.

Despite earnest efforts to resolve the matter, including my personal engagement with the fraud department and compliance with identity verification protocols, my service remained suspended, effectively rendering seven fully paid-for phones, valued at $3500, inaccessible. This predicament engendered considerable inconvenience and financial strain, compounded by the irrevocable loss of a phone number held for a decade—a critical linchpin of my business communications infrastructure.

The attendant exigencies compelled me to seek alternative communication channels, including the procurement of prepaid service, given the impracticability of contacting Verizon during my professional commitments, which routinely extend beyond the stipulated operating hours.

Having exhaustively detailed my ordeal, I implore your intervention in rectifying this egregious lapse in service provision. The protracted duration and severity of the disruption merit commensurate consideration and, accordingly, I respectfully request a timely resolution to this matter, inclusive of appropriate financial compensation reflective of the damages incurred.

I trust in your commitment to upholding the standards of excellence associated with the Verizon brand and anticipate a prompt and constructive response to this correspondence. Should you require any further elucidation or documentation, please do not hesitate to contact me at your earliest convenience.

Thank you for your attention to this matter.