Trouble with a contact center agent

[Dieselguy92]

So today I wanted to see about switching from T-Mobile to Verizon, so I went through the verification stage and confirmed my identity. The whole process was a little messy compared to Tmobile but I didn't expect them to be the same. So, I got towards the end of my order, and suddenly everything flipped and asked me to pay full price for everything but yet it was still going to give me the credit for three years for the iPhone. That didn't seem right, so it asked if I wanted to chat with someone, sure why not. I interacted with Jason today who was very professional and got everything set up based on the application he had me fill out for another credit check. So that went well, I paid the taxes for my devices, and he reminded me that the backend team will review and ask me to confirm everything. So, I clicked the link in the email, and it said "oops" something went wrong please call.

This is where everything went downhill, first the contact center agent that answered was not attentive at all. I had to give my name twice, and my mailing address a few times. She finally got all that and asked if I had moved recently, yes, I have over three months ago, and my credit report reflects my new address. So, she asked me for a couple documents to prove my identity, so I first sent my electric bill. The agent goes ohh this is blank, well from my side it isn't blank, but ok everyone has bad days. So, she asked could I send something else, I said sure, are you going to send me a new link since the one stated it had expired 5 minutes ago. She abruptly cut me off and said so you are refusing to send the document. I again said clearly, no maam I asked you for a new link since this one is expired.  She then proceeded to say oh just refresh your screen. That does absolutely nothing, so she wasted my time. I went back and clicked the link, and it brought up the page. I submitted a different utility bill, and she said just a moment while I look. Two minutes later she comes back and says I cannot verify your address, so I cancelled your order. I said maam it's all on the PDF, she cut me off and said I cannot answer anything for you and immediately went to cut off the call.

I get an email about twenty minutes later stating that they could not verify my identity, so my order was cancelled.

So as someone that was trying to switch from another carrier that I have been with for 24 years, to be treated so poorly from some half paying attention contact center agent, just blows my mind. I wanted to put this here to see if anyone else has had this kind of experience with verification.

[vzw_customer_support · Accepted solution]

Thank you for taking the time to share your experience. I hate to hear you had to go through such a stressful and disappointing situation. It's completely understandable to feel this way after investing so much time and effort trying to switch over your service. I am sending you a private message so we can further discuss. 

-Jazzy