On 12/22/2024 I upgraded my phone to a iPhone 16Pro. On 12/26/2024 I received the phone. At the same time I received a call from a "Verizon" warehouse indicating that they erroneously sent me refurbished phone and told me to return for the correct phone. This call was followed up by a email from Verizon that included a snapshot of my account with a UPS return label. I followed the instructions and returned the phone. The phone was delivered by UPS on 12/31/2024. I never received the replacement phone. After countless hours on the phone with Verizon, it turns out that the phone call & email were not from Verizon. Verizon refuses to correct the problem with a replacement phone. The last agent told me to file a claim with Asurion but it was denied since the iPhone 16Pro was never activated by me. I tired to activate the phone but I cannot since the phone is locked. I am now being charged for the upgrade in the amount of $1,300 and the outstanding balance on the old phone of $300 was charged to my account. I am so frustrated and feel that Verizon is just trying to wear me down. I have been a customer for 26 years and Verizon cannot extend the courtesy to send me a phone? Is this customer service?
We're sorry to read about the situation with your device and we want to make sure that you get the assistance you need. Were you able to contact our Fraud department? ~Peter
Yes I contacted the fraud department and they could not help. I have been on multiple phone calls with Verizon customer service that were up to 2.5 hours long and nothing has been resolved. One of the customer service reps. told me to make a claim to Asurion. Asurion denied the claim since I did not activate the phone. When I tried activating the phone with the information that I have from the purchases order, the MEI is blocked. I have been a loyal customer for more than 26 years and I can't believe the bad customer service that I have received from Verizon. Where is Verizon's loyalty to their customers? How difficult is it to cancel the order and refund the upgrade fee of $135?
Hi GloriaY.
Thank you for sharing, what an unfortunate situation. I fully understand the complexity of this fraud case, we'd love to help. Please be on the lookout for a private message, so we can better assist.
~Brian
Still no solution to the problem. Today I rec'd a text from Verizon stating that my problem was resolved and the ticket closed. I have no idea what the resolution was since there are no details. Now my question to you is: How can you help resolve this issue? The options are as follows: 1) cancel the contract & refund the $135 upgrade that I paid or 2) send me a replacement phone.
In addition to the problems stated above, one of the customer service reps ensured me that she could help with the upgrade. After 2.5 hours on the phone and paying for the taxes on the replacement phone, I noticed that I was assigned a new phone number that I never requested. The customer service rep was disingenuous with me when she said that she fixed the problem when in reality she assigned a new phone number to me. After realizing what the customer service rep did, I immediately called Verizon and disconnected the phone and returned the phone.
Now today I have called back again and the customer service rep referred me back to the fraud dept. I told her that fraud already said they could not help but she was insistent that they are the correct dept. This is the 3rd time I've been referred to fraud and again they said they could not help and sent me back to customer service. This is truly a joke and I'm disappointed that Verizon cannot honor my 26 years of loyalty by canceling the original order.
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