New Customer Transfer and Chat Feature Experience

[UpsetPROMOASSociate]

• Okay, this might be long... So, I am recently transferring my mobile services from AT&T to Verizon. I have 4 lines and I am trading in 3 iPhones. So, go through the process after submitting a credit application. Once I got to the contract, I saw that under Account Owner's Phone Number was the wrong one. It's my son, I back out and try again, thinking I may have put the wrong one under my name. Well nope, the same thing happens. So leached out to customer service through the chat feature. And he informed me that he couldn't locate anything from my submittal. And I need to start from scratch but he would help me through it all. And I forgot to mention that when I started this it was around 11pm my time. When he started the new application and order it was 12am. Okay so next, I say fine let's do it. So I have to resubmit a new credit application, then of course he needs all my information. I already told him everything cause [knew he would need it all and I wanted to make sure it was quick. So l typed up My Name, Address, all four cellphone numbers to be transferred from AT&T, and what phones we wanted for each number (brand, color, memory, and plan). So for example this is what it looked like, Jane Smith, 1234 Cellphone Lane, Verizon, Ca. 54321, 1st Number/Phone: (101)897-0000 - IPhone 15 pro 128gb White Titanium, 2nd Number/Phone:, 3rd, 4th.... and after I sent that in the text chat he responded each time, "Thank you, for that information"! Well, he comes back and asks me for that again, and then again, again, and again...I’m  like it's right there, and you replied each time. So anyways, next is what my trade ins are, and yes I already put that in the chat as well and he replied"Thank you, for that information"! So, I give him that info again! By the time we get to the part of me having to look it over and pay. It's about 3am!!!!! So I click link, look it over and notice again the number listed of Account Owner is my sons and not mine. So I go back and tell him. He says, he fixed it and sent me a new link. My eyes are heavy, I'm getting a stress headache and it's still wrong, and I tell him again. He swears up and down it won't be an issue and when I get the phones and activate them it will all be correct. Okay fine, I'm ready for bed. So I pay, it confirmed and I go to sleep. Next, I wake up around 10am ish, I check the order and I see that my phone number that I typed out to him that I am getting transferred "ported" from AT&T is wrong by one number. I get it we all have done it, so I contact Verizon to inform them, they can't even find my order. I give them my order number and location order number. They can't find it! Anyways after along time they finally just tell me, oh it's cause your new and not existing customer, so we can't see that. But we assure you that it will all be correct whenever you get your phones and activate them. Okay fine, I'm just done. So around 11pm on that same day, I see a email from Verizon saying that my card payment didn't go through and I need to use a different payment method. I am like WHAT THE...?! So l go to use my other card and I get a error saying I can't make the payment but need to call this number. I call, THEY ARE CLOSED! So I try to get ahold of someone on the chat again. I don't know about anyone else, but that's a nightmare! It took me like 45 mins to get a live person. It asks you to sign in to talk to a live agent. Well I can't sign in. And it says if you can't say no. I do and it says sign in. Over and Over and Over again! So frustrating!I finally somehow get a live person, I tell her what's going on and she comes back says I can't seemed to find any order. I said, I the email, she says I'm sorry we gotta submit a new order! WHAT?!!!! She transfers me, I'm about ready to say forget it and cancel! The sales lady connects, and tells me, they are experiencing technical difficulties and can't access anything and that's it. At this point I am upset very upset 😡 and I tell her then why did the other girl transfer me? And why can I see my order but you can't. And she just keeps repeating the same thing. So I say yeah you told me that 5 other times. Am I speaking to a real person? She says yes and sorry. I apologize cause I know it's not her fault. Oh but she said to check back in an hour. I'm like I'm going to bed, then she gives me a number to call. I say is anyone gonna answer, "no they are closed" she says, So anyways, we end the chat. I go to bed and when I wake up on Friday morning (today) I check to see if I can pay, and guess what I can! Awesome I!!!! So I contact them to find out if the wrong number listed is going to be an issue, the girl goes," how did that happen?, I see your phone number in the transcripts multiple times and it's right but yet it was entered incorrectly?" Lol she tells me that when I get the phone that  we can get it fixed. Cool! I told her all the stuff I went through and just getting strung along with no resolution and transferring me. And I told her the chat feature is a nightmare! I said, I was ready to cancel, it's not a good look for someone who is new. She was great! Then lust talked to someone else and he asks "is there anything else before we end the chat?", I said "yes since you asked, maybe you guys can make this experience a little less awful if you threw in some accessories for the phones, like, screen protectors, cases, wall adapters". He says, "once you get the phones we can help you by sharing the promotions and deals we are offering". LOL 😂 man, I didn't tell him but I have worked the marketing department as a promotions associate at the largest casino for nearly 10 years. I know I would pay for it somehow, it's never an actual promotion "DEAL" or “FREE". 🙄 I said "I'll buy them on Amazon"! Verizon, get it together! And consider this a formal complaint! I still have 30 days to change my mind and cancel! 3️⃣0️⃣🤔 @verizonwireless @VerizonCustomerService 

[vzw_customer_support]

UpsetPROMOASSociate We're sorry to read about the experience you had with switching to Verizon. We want to make sure that you get the help you need when you receive your devices so that the number will be corrected to the number you need ported in. Do you have a delivery date for your devices? ~Peter

[UpsetPROMOASSociate]

Yes, they will be delivered tomorrow. According to emails and tracking on UPS. I also contacted a representative last night because I was worried that the sales rep who filled out and completed my order didn’t add the descriptions of my trades in. One of them is in not good shape. But on the check list of concerns that Verizon asks about the device. The only one I am concerned about is the iPhone X, it’s cracked/broken on  both front and back. But the device does turn, the battery is fine it seems and account lock should be off but says disabled. And it still says I would receive $1,000 credit with that one device. But I don’t know if the sales rep included all of that information, even though i told him. So I told the rep last night, I just want to make that the information is noted on my order and contract. And she told me she couldn’t locate anything about my order. And she don’t know anything about $1,000 credit for trade in, only the $830 credit for trade in. She asked me where I seen it. I sent her screenshots of my order, and I told her the promotion is in Verizon Website and still is. She kept trying to trick me I to agreeing that the $830 credit sounds good, over and over. I said $1,000 sounds better. And I told her I just want it documented about the device. And then I ended the chat. Also after I talked to her I found that in one of my other trade ins they have the wrong color for that device. Even though I gave him all the details of each device and he got my phone number incorrect and so seems there is a lot of errors on my application/contract and I don’t want it to mess up my trade in values or anything else. But I’m told to wait til wait the devices to fix these problems that the sales rep did. So I’m making sure to screenshot everything to show I have tried over and over to fix these issues by the sales rep. And it’s been a stressful nightmare. And everyday I think about cancelling the whole deal. Seems like the representatives have very limited access to help. I wish Verizon would contact me for once to find some resolution and ensure me that I will not loose my trade in credits because of the sales representatives mistakes on my application. 

Also, I am not able to find my contract information anywhere. I would like a copy. And when I try to download my order receipt from link, nothing comes up. It would be nice if a Verizon Employee could actually help me and I would really like a manager to contact me. Thank you! 

[vzw_customer_support]

We are here and ready to assist should you still need help. If you prefer, there are other support channels we have based on what best fits your needs.  We look forward to assisting you.  https://www.verizon.com/support/contact-us/#mobile

-Deb

[UpsetPROMOASSociate]

I have already posted before, but I am making a fresh post to check if a Verizon Manager will reach out to me regarding my desire to present the screenshots of my conversations with different Verizon representatives. This is to demonstrate how they have mishandled the situation and provide evidence of their incompetence. I'm curious to see how Verizon will respond in order to convince me to stay as their new multi-line customer. They'll need to offer something truly impressive. 

And after joining this community forum, my concerns seem valid. I have read multiple posts by other community members addressing the same experiences as I have. After reading Verizon Customer Support responses I have come to the realization that Verizon is not concerned with helping find a resolution at all and every reply from them seems very generic and a copy and paste response with a few different  words here and there. They have also given me that same generic insincere response. 

In my interactions with Verizon representatives, I have encountered numerous instances of poor customer service, misinformation, and unaddressed issues. From long chat sessions on the phone to representatives providing incorrect information about  service plans and promotion trade-in offers, it has been a frustrating experience to say the least.

I have compiled these screenshots to shed light on the level of mishandling and incompetence displayed by Verizon's customer service team. By sharing these conversations, I hope to raise awareness among other customers and urge Verizon to address these systemic issues.

Now, I eagerly await Verizon's response to see if they are willing to make amends and provide a resolution that will convince me to remain their customer. If they genuinely value their customers, they must offer something truly impressive to rectify the numerous problems I have faced.

Verizon, if you are reading this, I challenge you to prove your commitment to customer satisfaction. I expect a prompt and comprehensive response addressing each of my concerns. 

#DoBetterVerizon #ChallengeVerizonManagement #ChallangeVerizonCustomerSupport  @verizonwireless  @Verizonsupport  @verizonprofile @CustomerSupport 

[forceeded]

Hi.  I just came across your posts and I'm curious how it all worked out.  Definitely noticed that Verizon didn't bother to reply to your post and, sadly, I'm not surprised.  So much of your experience was all too familiar--- even down to the date our orders finally went through.  I also spent HOURS setting up (or *attempting to* set up) new service.  And countless hours since my delivery (the day after yours) trying to get my 2nd phone activated.  I only have 2 lines (mine and my mom's, separate residences) but I ordered 2 phones, 2 tablets, and 2 home internet modems.  So far, TOTAL disaster.

They've been inexplicably holding her ported number hostage, so she still has no phone.  I've been lied to, hung up on, ghosted, etc. and etc.  I finally spoke to an agent Sunday night who *I think* actually tried to straighten it out, but after a FOUR-HOUR CHAT she told me that my 2nd number was not "scheduled for activation" until the 3rd (today); and, though she and her team tried, they were unable to override it.  It makes zero sense.  My mom's number was with mine--- on the same carrier, and ON MY ACCOUNT.  The ports were ordered together along with all the devices.  All I can figure is, similar to you, my problems arose from errors made by the salesperson I was forced to place my order with (after there was a problem with my internet order.)

I've been shocked by this whole experience.  I really had no idea that Verizon had gone all-out shady.  My only hesitation with switching was the fact that they've always been overpriced.  That's the ONE thing that hasn't changed, I guess... 😕  I've been getting all my screenshots and notes together too, as I imagine I will have charges to dispute regardless of what happens today.  

I hope things worked out better for you...