Poor Verizon customer service and experience, Ruined my credit score

dhanukv
Newbie

I was never with verizon before, but last Nov 2023 (11/14) I made a wrong choice, I regret now, ordered a verizon line with a new Phone (samsung galaxy A53) from BestBuy.com. However, after placing the order I realized the shipping address was showing one of my old address hence I immediately contacted BestBuy customer care and they mentioned they cant change address but they can assist me to cancel the order and adviced me to place a new order. I agreed, and got my order cancelled (got the order cancelled within few hours after I placed the original order), got the cancellation email. However, when I attempted new order, it was getting rejected from  the carrier (Verizon),  I attempted multiple times and finally decided to drop the plan to add my new line.

After I noticed a message in the BestBuy order cancellation which indicates to contact carrier for order cancellation, I contacted Verizon customer care, they asked me order location number/verizon order number/verizon phone number/account number. I said I only have the BestBuy order number (which is already cancelled) but they were not able to pull my information. Finally, I guess with my social security they were able to locate my details and they assisted to cancel my order, they also sent me an email confirmation to my personal email per my request. All these happened on the same day I placed my order and I thought everything has  done, but my trouble started there.

After few weeks I started receiving some email notification indicating "No activity on my line" and also a daily morning phone call asking me to call back Verizon. Hence I called verizon again and asked about it, but they had no idea and they confirmed me that my account is already deleted and they cant find any information in there system. So they adviced me to ignore those. Hence, I started ignoring the same message which happened for few weeks and finally it stopped during middle of Dec.

After a month (now), yesterday I noticed a credit alert indicating my Excellent credit has dropped by 120 points as Verizon has reported $60 unpaid amount, which I have no idea about. After I cancelled the original order (even on the same day order was placed), I never received any delivery (as expected) from Verizon, or notification about shipment, or any bills to my email or any seperate communication regarding this till date, hence never activated or never knew/got a phone number or account number.

I reached out to Verizon (yesterday) about this and their financial team forwarded me to another team, they indicated they cant find any information other than the message indicating my details are forwarded to the debitor and nothing much they can do from their end. I asked him to forward to the manager and he was indeed given no attempt to help me instead asked me to work with the debtor. Finally, without any option, I contacted the debtor, explained the problem and they suggested me to send an email with all details, which I did now. Now, I'm on wait with a real frustration about this verizon experience. It's pretty clear about their operational issues, possible training issues or knowledge gap with their customer service on how they cancelled it on 11/14, but they are not ready to accept that but washing their hands now. This is totally unfair Verizon.

I wish this does not happen to anyone else.

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